⚠️ Reckon Payroll and Reckon One errors (8 June 2024)

Rav
Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager
edited June 27 in Reckon Payroll
image.png

⚠️Errors in Reckon One and Reckon Payroll when performing various tasks

Hi everyone

We're currently investigating reports of error messages appearing in both Reckon One and Reckon Payroll.

Reports indicate that error messages are appearing when;

  • Trying to create a pay run in Reckon Payroll
  • Receiving payments in Reckon One
  • Adding or modifying an invoice
  • Entering journals
  • Creating or converting estimates

There may also be other tasks that aren't mentioned above that are currently exhibiting errors when trying to action them in a Reckon One book.

Sincere apologies for the frustration and inconvenience this is causing at the moment. We're pulling our teams together to investigate this at the moment and further updates to follow in this post.

Thank you all for your patience and apologies again for the hassle this is causing you today.

✅ Latest update: This issue is now resolved

Click here for more info

Merry Christmas & Happy New Year everyone! 🎅🎆

I'm on leave from 23 December and back on deck again January 6th.

If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

«1

Comments

  • EIP
    EIP Member Posts: 2 Novice Member Novice Member
    edited June 7

    I try to create a payrun and get the error message:

    ErrorCode occurred on creating payrun

    Can anyone help please?

  • Henry Wallace
    Henry Wallace Member Posts: 5 Reckoner Reckoner

    I am received the following message when attempting to receipt any customer payments.

    "Unable to update last receipt number used."

    I have logged off and on with no change. Screenshot attached

    2024-06-08 07_24_24-Invoices.png

  • Mq1
    Mq1 Member Posts: 5 Novice Member Novice Member
    edited June 8

    I'm also having the same issue creating a Pay run this morning.

    Error saving Payrun

    ErrorCode occurred on creating payrun.

    Hope this can be resolved promptly……

  • EIP
    EIP Member Posts: 2 Novice Member Novice Member
    edited June 8

    Hope this can be resolved promptly…… X2

  • Blandine Lorraine Lam
    Blandine Lorraine Lam Member Posts: 14 Reckoner Reckoner
    edited June 8

    same issue here

    error saving payrun

    errorcode occurred creating payrun

  • Mq1
    Mq1 Member Posts: 5 Novice Member Novice Member
    edited June 8

    I have lodged a support request on this issue, with Technical Support . Their hours of operation are 9am to 4pm Today.

    So will give it a bit of time and see if this can be resolved.

  • cooketransport
    cooketransport Member Posts: 9 Reckoner Reckoner
    edited June 8

    I have the same issue

  • Mq1
    Mq1 Member Posts: 5 Novice Member Novice Member
    edited June 8

    Well it's not just a Payroll issue……

    unable to do anything in Reckon One, can't Invoice / add bills / transfers etc

    will wait for response from Technical

  • PCon1
    PCon1 Member Posts: 4 Novice Member Novice Member
    edited June 8

    same for me as of now.

  • RuthLove
    RuthLove Member Posts: 2 Novice Member Novice Member

    I am trying the sort my books for my accountant and need to change some entries that were put in incorrectly. But I keep getting this response:

    An error occurred while processing your request or the page you last visited does not exist any more

    It seems as if everything is locked and I can't unlock it.

  • Leong
    Leong Member Posts: 1 Novice Member Novice Member
    edited June 8

    I've the same problem now while creating a new payrun. Please help.

  • Kali
    Kali Member Posts: 381 Reckon Star Reckon Star
    image.png

    I am trying to process a new pay run, in a couple of my books and all files are coming up with the same above error.

    I have had no issue in previous weeks/fortnights - can you please explain why i am getting this error now. I need to process runs over the weekend and this is extremely frustrating.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager
    edited June 8

    Hi everyone,

    Thanks for your reports on this and I'm really sorry to hear you've had some trouble with Reckon One and Reckon Payroll today.

    I've just tested out creating a pay run, creating an invoice and receiving a payment which seemed to work ok. Can I just confirm, are you still experiencing errors if you attempt a particular task at the moment?

    If so, can you let me know what action you performed specifically? If you have a screenshot of any errors as well that would be super handy.

    Thanks everyone

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager
    edited June 8

    Hi @Henry Wallace and @PCon1

    Really sorry to hear you've had trouble with Reckon One today.

    Can I just confirm whether you're still encountering this error? I've just tried out receiving a payment in my test book and it seemed to work ok without error but would be keen to hear if whether you're still experiencing any trouble.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • SCSocialClub
    SCSocialClub Member Posts: 3 Novice Member Novice Member
    edited June 8

    I'm getting the same thing

    Unable to update last receipt number used

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager
    edited June 8

    Hi @SCSocialClub

    Can you step me through the exact process/steps you're going through and I'll try to test this out and see if I encounter the same error.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • PCon1
    PCon1 Member Posts: 4 Novice Member Novice Member
    edited June 8
    https://community.reckon.com/discussion/comment/20646249#Comment_20646249

    I still have the same error "

    • Unable to update last payment number used." at 10.05am WST.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager
    edited June 8

    Hi Kali
    Is this error appearing right after hit the Create Pay Run button?

    Are you creating this pay run using a pay schedule or is it an unscheduled pay run?

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager
    edited June 8

    Thanks for that @PCon1

    And to confirm.. this error message is appearing when you attempt to receive a payment on an invoice, is that correct?

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • LQHB
    LQHB Member Posts: 4 Novice Member Novice Member
    edited June 8

    I am also having this issue this morning. Was there resolution to why it is happening ?

  • Kali
    Kali Member Posts: 381 Reckon Star Reckon Star
    edited June 8

    Yes, straight after and it's a normal pay schedule. For what it's worth i also tried doing a non-scheduled pay run and same error appeared. I am going to log out and log back in and attempt again.

    Thank you for getting back to me so quickly. Appreciate it.

  • PCon1
    PCon1 Member Posts: 4 Novice Member Novice Member
    edited June 8

    error is when entering a transaction (Payments and Receipts) for me

  • Kerway
    Kerway Member Posts: 1 Novice Member Novice Member

    I get the error message "Failed to get next journal number" when I try to enter a new journal entry. How do I get past this?

  • Henry Wallace
    Henry Wallace Member Posts: 5 Reckoner Reckoner
    edited June 8
    https://community.reckon.com/discussion/comment/20646254#Comment_20646254

    @Rav - Correct.

    I also cannot edit existing Estimates and cannot create new Invoices

  • LQHB
    LQHB Member Posts: 4 Novice Member Novice Member
    edited June 8

    I am getting the same error. Was there any resolution please

  • SCSocialClub
    SCSocialClub Member Posts: 3 Novice Member Novice Member
    edited June 8

    I'm getting the same thing

    Unable to update last receipt number used

  • GBH1
    GBH1 Member Posts: 2 Novice Member Novice Member
    edited June 8

    The same problems for me too as Mq1. Can't process paid invoices, create new invoices through Reckon One or create a new pay run in Reckon Payroll

  • SCSocialClub
    SCSocialClub Member Posts: 3 Novice Member Novice Member
    edited June 8

    I have tried a couple of times, and have now phoned technical support who is also getting the same thing. They are going to phone back soon with an answer I hope.

    I was adding a petty cash receipt through 'day to day' 'money in', the same way I had put all the previous petty cash transactions in (no invoice - just cash), but keep getting the same answer 'Unable to update last receipt number used' no matter what I type, when hitting the 'save' button.

  • Mq1
    Mq1 Member Posts: 5 Novice Member Novice Member
    edited June 8

    Hi Rav,

    I have tried to process a pay run as per your last post, plus adding a paid invoice, also adding bills etc …

    Still not working. see screen shots as requested.

    20240608_121334.jpg
    20240608_120443.jpg
    20240608_120636.jpg

  • GBH1
    GBH1 Member Posts: 2 Novice Member Novice Member
    edited June 8

    Exactly the same for me too thanks Mq1

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    ℹ️ UPDATE

    Hi everyone

    I've merged all of the various posts and replies around these errors relating to Reckon Payroll and Reckon One into this one main post so that you receive notification of updates as soon as I publish them.

    We've got our team looking into this as we speak.

    More updates to follow.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • Kali
    Kali Member Posts: 381 Reckon Star Reckon Star

    Thanks Rav. Logging in and out didn't resolve it.

    As soon as i click 'create' the below error appears in Reckon Payroll:

    image.png

  • Shean
    Shean Member Posts: 12 Reckoner Reckoner

    I have the same problem creating a pay run:

    Pay schedule is "unscheduled"

    Pay run name left to auto fill

    Pay period 1/4/24 to 30/6/24

    Timesheet data unticked

    Add pay items manually is selected

    Employee is selected

    When I hit "Create", after a short time I get the message

    image.png

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    ℹ️ UPDATE

    Hi again everyone

    While I don't have details on the actual cause of the issue yet, we do look to have narrowed down where its stemming from. We're trying to pull together a few more members of the dev team to address this at the moment.

    More info to follow.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • weyelli
    weyelli Member Posts: 3 Novice Member Novice Member

    Hello

    I am unable to access invoices, I need to create new ones. Everything else is there. I am getting this message An error occurred while processing your request or the page you last visited does not exist any more. Please return to the dashboard.
    Please help.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    ℹ️ UPDATE

    Hi everyone

    The dev team have worked some magic and we believe this should now be fixed.

    If you can please give it another go when you have a chance and confirm whether you continue to see any errors or if everything is back to normal for you.

    Thanks again for your patience.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • LQHB
    LQHB Member Posts: 4 Novice Member Novice Member
    edited June 8

    Thank you. My pay run just created successfully :)

  • Kali
    Kali Member Posts: 381 Reckon Star Reckon Star

    Worked! Thank you! :)

  • Henry Wallace
    Henry Wallace Member Posts: 5 Reckoner Reckoner

    Just checked and all is fine - Thank you!!

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Thanks for confirming folks!

    Really glad this is sorted and apologies again for the hassle it's caused you today.

    I'll mark this as resolved and we'll continue to monitor the service over the next little while along with investigating further on what went wrong so it doesn't occur again.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

This discussion has been closed.

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