Reckon Accounts Hosted - This page isn't working error (16 September)

Good morning everyone,

We are currently investigating access issues affecting Reckon Accounts Hosted.

The issue is currently affecting both Reckon Accounts Hosted Australia and New Zealand.

Our teams are currently investigating this as we speak and I sincerely apologise for the inconvenience and frustration this is causing at the moment.

Further updates will be posted in this thread.

✅ THIS ISSUE IS RESOLVED

Comments

JO-ANNE_7327707

everything I do, I am getting the "not responding" error

Rav

ℹ️ UPDATE

Hi again everyone

Reckon Accounts Hosted Australia and New Zealand should now be back online.

For both our Reckon Accounts Hosted Australia and New Zealand users, you may notice that speed/performance may be a little slow at the moment however this should improve over the next 15-20 minutes as the high number of logins which are occurring at the same time right now starts to settle.

We're continuing to monitor the service very closely.

ERLWanganui

Thanks for the update. I hope we do not have to go through this again. I've been trying for 2 hours which is not good for business.

JO-ANNE_7327707

Hi Rav

no, still having issues. Just tried to print a bank rec report and getting the error "this page isn't working" HTTP ERROR 500

JO-ANNE_7327707

unable to print bank recs after several attempts

Barbara Allen-Guthrie

Have to say I love Desktop, sorry guys, but do you hosted so hope all is fixed soon :-)

Rav

Hi @JO-ANNE_7327707

Can you please logoff all active sessions in your RAH control panel and logout (use the Logout option in the top right corner).

Give it a couple of minutes and then log back in and try again. Let me know if you still encounter the same behaviour when printing after this.

JO-ANNE_7327707

It seems to have settled down.

This really is very frustrating. I'm sorry, but this should not be happening after updates like this.

Two hours of down time!

Sam_9269607

I'm getting the error message and then getting kicked off, but not logged off. i then have to log off remote session before I can get back in. It's happened 6 timed in 90 minutes…

Rav

That certainly sounds frustrating @Sam_9269607, apologies for the trouble this morning.

The service should be drastically more stable in terms of performance now that we've sorted the main access issue. There may have been some reconnection issues over the course of the time period that you've highlighted while the main issue was ongoing but this should also be normalising.

If you're disconnected or if the file isn't closed down properly, please logoff the active session in the control panel which will end the session.

We're continuing to monitor Reckon Accounts Hosted at the moment.

Rav

✅ FINAL UPDATE - ISSUE RESOLVED

Hi everyone,

This issue should now be resolved and access to both Reckon Accounts Hosted Australia and New Zealand is fully available.

If you run into connection issues, in the first instance please logoff any active sessions in your Reckon Accounts Hosted control panel before retrying. For step by step instructions please click here - The attempt to login with user name failed. This user is already logged into the company file 💻

If you encounter any issues with accessing your Reckon Accounts Hosted service after trying the above, please sing out by creating a new post by clicking HERE and include as much detail as possible including screenshots.

Last but certainly not least, thank you all so much for your patience while we worked through the issue this morning. I fully appreciate it's not the ideal start to a new working week, and we'll be looking into the reasons why this occurred so we can better understand how to prevent similar issues in the future and improve our processes moving forward.

Thanks everyone!

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