**RESOLVED** Reckon Accounts Hosted - Email delivery issue (12 November 2018)

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Comments

  • Emma KavanaghEmma Kavanagh Member Posts: 4
    edited November 2018
    In the past couple of weeks, I have also been unable to print anything from my accounting program, and instead having to email each document to myself and printing from there. Has this been an issue for anyone else or something I need to get rectified from my end please? With email down, I am unable to send statements or anything much at all.
  • Alana PatrickAlana Patrick Member Posts: 3
    edited November 2018
    I have NEVER been able to directly print, since changing over to Reckon hosted. I have always had to email it "to myself" to print. I just though ti was our system.
  • RavRav Administrator Posts: 9,799 Administrator
    edited November 2018
    Hi Emma,
    Can you please create a separate thread from this one in regard to the problem with your printing and we'll have a chat about it there.

    Cheers
  • RavRav Administrator Posts: 9,799 Administrator
    edited November 2018
    Hi Sue,
    Unfortunately any emails that have been sent from within Hosted since this problem started yesterday to present will need to be resent after we've got it back up & running.
  • Dianne HollowayDianne Holloway Member Posts: 2
    edited November 2018

    What's the latest update - this is causing me so much grief!
    the update at the top has not changed for well over 12 hours
  • RavRav Administrator Posts: 9,799 Administrator
    edited November 2018
    Hi Dianne,
    My last update was an hour ago. Take a look at my series of update posts below the opening post at the top of thread.

    Will have another coming shortly.
  • Dianne HollowayDianne Holloway Member Posts: 2
    edited November 2018

    Yes I can see and have looked at all the posts but it tells us nothing - it is exactly the same as yesterday, last night and earlier today

    Hi everyone,

    We're currently investigating reports of email issues affecting Reckon Accounts Hosted.

    Early investigation is showing that outbound emails are being sent from the Hosted service but not being delivered to the recipient.

    This affects recipients in the To, CC and BCC fields.

    Our Hosted team is currently looking into this as we speak and we sincerely apologise for the inconvenience this is causing at the moment.

    Further updates and more information to follow
  • Emma KavanaghEmma Kavanagh Member Posts: 4
    edited November 2018
    Ok, sorry.. I'm new to this. Will try to do that.
  • RavRav Administrator Posts: 9,799 Administrator
    edited November 2018
    Scroll down from the opening post. There are a series of update posts with additional info.

    Latest update at 12:45PM today

    image
  • Sue WareSue Ware Member Posts: 3
    edited November 2018
    HI Toni
    thank you I followed the process. Opened invoice when to FILE-SAVE AS PDF. Opens box with SAVE IN: MY LIVE(Q:)
    FILE NAME: created my invoice #.Clicked save.
    Now how do I delete these invoices in MY LIVE(Q:)
    Thank you Sue
  • RavRav Administrator Posts: 9,799 Administrator
    edited November 2018
    ** UPDATE 13/11 2:00PM (AEDT) **

    Hi again folks,
    While testing is still continuing at the moment, its looking good so far.

    We're aiming to push this release through at 3:00PM (AEDT) which we're confident will resolve this problem in full. 
    Please note, this can be subject to change and if it does, I'll let you know.

    Further info to follow.
  • ToniToni Member Posts: 147
    edited November 2018
    Hi Sue
    Right click on the invoice you want to delete and use the delete key on your keyboard
    :-)
  • ToniToni Member Posts: 147
    edited November 2018
    Hey Sue, did you download from the Q  Drive onto your PC ?
  • Sue WareSue Ware Member Posts: 3
    edited November 2018
    Hi Toni
    thank you for your reply. Yes as easy as you said. deleted from keyboard. 
    You question about did I download for the Q Drive onto my PC? Yes I used the floating tool bar to download it to my computer. Thanks heaps. Have a great day.Sue
  • Emma KavanaghEmma Kavanagh Member Posts: 4
    edited November 2018
    Thank you. This was helpful for me as I couldn't work out how to open the file from q drive... Looking forward to the email fix soon though! 
  • ToniToni Member Posts: 147
    edited November 2018
    I'm glad to be of some help - this has obviously been very difficult for so many of us and I am happy to be able to have helped :-)  Lucky for me my day is nearly over as it is nearly knock off time here in NZ - hoping tomorrow will bring a little more productivity to us all....
  • Sue WareSue Ware Member Posts: 3
    edited November 2018
    Hi Emma glad our conversation with Toni and I helped you too.
    Toni just another day at the office.
  • Emma KavanaghEmma Kavanagh Member Posts: 4
    edited November 2018
    Yes, thank you! I'm taking the small wins today! I know tomorrow is going to be better... for everyone! :)
  • RavRav Administrator Posts: 9,799 Administrator
    edited November 2018
    ** UPDATE 13/11 3:10PM (AEDT) **

    Hi everyone,
    The new build has been deployed and is now live.
    Email functions have been tested and are working correctly with this new release.

    In order to access the new build you will need to log out of Reckon Accounts Hosted in full by exiting your file (File > Exit) and then logout using the logout option in the top right corner.
    Close your browser and then log back in after 2-3 minutes.

    Unfortunately, any emails that have been sent from 12:38PM (AEDT) yesterday to now will need to be resent.

    We'll be getting in touch with all Hosted users via email shortly with further info.

    Please let me know if you continue to experience any issues after doing the above.

    Thank you all for your patience and understanding while we worked through this.
  • sharon palmersharon palmer Member Posts: 2
    edited November 2018
    so what happens to all the emails that have been sent over the last day or so up till now ??
    do i have to go back and resend all the invoices and statements again ??
  • Emma WhiteEmma White Member Posts: 23
    edited November 2018
    Glad it has been fixed but is there an email log somewhere so you know what has not been emailed ?   Time for Reckon to connect to Outlook or email programs so we have we have records email are actually sent
  • Lisa SpackmanLisa Spackman Member Posts: 2
    edited November 2018
    Yes I agree - since I did not realise there was a problem, I did not take any notice of when I sent the emails.  Is there a log to find out???  Or just by the non payment of an invoice????

  • Joy BodkerJoy Bodker Member Posts: 10
    edited November 2018
    In Q Drive there is a log folder, scroll down to find the QBMailClient, find the correct date and open the log, it lists the emails sent, the time of sending and if there was an error.
  • Emma WhiteEmma White Member Posts: 23
    edited November 2018
    Thanks for the info Joy, I have found the log and this is very useful.
  • Lilly Bell SenaratneLilly Bell Senaratne Member Posts: 1
    edited November 2018
    Is there a report we can run to see what emails we had sent during this time or at least on this day as cannot remember everyone sent. We could do that with MYOB so thought you must have something we can use.
  • RavRav Administrator Posts: 9,799 Administrator
    edited November 2018
    Hi all,
    Reckon Accounts Hosted retains log files for the last 4 days which contains information on outbound emails sent for that specific day.

    One thing I could suggest is to open the log file from Monday 12 November and look at the emails sent after 12:38PM (AEDT) and also the log file for yesterday, 13 November for details on any emails sent before 3:00PM (AEDT).

    Any failed emails will show; [Message] = The security token included in the request is invalid in the 'Error when send email' line.

    Check out our KnowledgeBase article here for information on how to access the log files in Reckon Accounts Hosted
    How to locate the message ID of a failed email in Reckon Accounts Hosted
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