RECKON CRASHES IF I TRY A NEW ITEM ENTRY - ANY THOUGHTS

have you had the opportunity to open the file on a different computer?

Is it Reckon Premier or Reckon desktop?

Hi Kris ,

thanks for feedback much appreciated,never thought of that.

Company file is on server and others often open it in single user on their computer.

Only the admin computer has the ability to host the file. I didnt want the other users using the wrong files etc.

But I'm guessing that you are suggesting that I move the file to another computer and try.

I am about to get a new computer and about to install Reckon on it , I might hold off data recovery until use it on the new computer.

Thanks

So what happens when the others open the file, are they able to add a new item?

Hi Kris,

we are currently operating only 4 licences as a computer is being replaced.

One has user restrictions and they cannot add items etc.

The other has full access and they can add items and search items etc.

When I try to open the file on my computer and the 3rd computer, we can use it but the moment we bring up the item list and try to use it crashes too. But as we all need access I am restoring the back up. Wondering if this is a firewall or security issue .

You could try turning off the firewall and other security programs- one at a time - and test. You could turn off the internet if you were concerned about doing the former. As long as the file is on that computer

Thanks I will try that.

Hi @Tilley

How often you you create a backup of the company data file?

Do you enable the "Complete verification" option in the backup settings?

How many backup sets do you have available?

Can you recall roughly when you last successfully create a new item?

Are you logging in as the default "Admin" user?

Is any other logged in user currently able to successfully view the Item List without experiencing a crash?

Is any other logged in user currently able to successfully view any other existing item in the Item List without experiencing a crash?

If anyone is able to access the Item List, does the crash occur directly after you click the New menu item after clicking the Item button whilst in the Item List?

Or does the crash occur after you click the OK button when you have already filled out the item details fields?

You've indicated that you have performed multiple Rebuild Data operations already.

During the course of the sessions with the Technical Support Team, did they ask you for or did you provide to them the error log files?

Can you acquire copies of the QBWIN.LOG and any QBWIN.LOG.OLD1,

QBWIN.LOG.OLD2, QBWIN.LOG.OLD3, QBWIN.LOG.OLD4, QBWIN.LOG.OLD5, files and send it to us via a direct message.

how do i send a direct message

Click on the profile icon and select the Message button.

That ok I have worked how to send message and will reply later.

Hi Kris,

yes they can. But now the other computers crash when working in the item list . I thought great I ll do the back up from his computer but as the company file is stored on my computer It says it wont work.

Alexis McKeown

Dear @Tilley ,

How many items do you currently have in your data file?

How large is the data file?

Kind regards,

Alexis McKeown

Reckon Senior Technical Support

The item list is what you use for invoicing - correct?

Hi Kris , yes the item list is used for invoicing and purchases etc.

Hi Alexis,

thanks for your feedback.

The file is huge 774540k we have been with Quickbook since 2006. I have been discussing the file size on the forum and with Reckon for years since the file grew to about 500000k.

the item listing is around the 4k mark but many of these are not used but cannot be deleted.

Alexis McKeown

Dear @Tilley ,

Thank you for confirming.

Is this every item in your list? Or only Active items?

It's possible you may have hit the list cap if you can't modify the lists further.

Kind regards,

Alexis McKeown

Reckon Senior Technical Support

I had this issue years ago and had to rename all old unused items to Old or something similar and merge them to give enough space for new items

Hi Kris,

I did try to delete a few but it had no affect, but I could try merging and see, see my comments in my reply to Alex.

We are getting so far behind with our data input because we are spending so much time trying to fix this and heaps of time after hours as a lot can only be done in single user.

Thanks again

Hi Kris

Quick question doesn't merging the items to just one item effect reports etc? or previous transactions and then stock levels?

thanks

https://www.reckon.com/au/accounts-hosted/?srsltid=AfmBOooitnIQy1y7IRimQskfBOa1ZCEX5c9gH1JGRJjxsWlRPvGAl1PY

sorry didn’t realise they were inventory items, can’t answer that question sorry. I would only do it for old inactive items. What I would do is backup first and try a few, items linked to the same income account so it won’t affect old Financial reports.

Acctd4

@Tilley I don't have as much to do with the technical side of things but as you say it's only happening on one PC, I'm wondering if it's installation-related. Reckon has different install instructions in multi-user environments depending on the particular network setup, but often people don't check this, causing file issues down the track.

I'd recommend testing a copy of the file in Hosted as this is Reckon's "online" version of Reckon Accounts (Enterprise), so doesn't require installation for multi-users. (It's not actually online, it's on Reckon's encrypted servers but it's an "online" experience for users) Would be interested to know if that resolves the issue as it may be worthwhile upgrading to Hosted going forward instead, to fix this problem & prevent it recurring.

You can sign up for free, trial Hosted access here:

All you need to do is upload a copy of your current file to the Hosted platform. If your file is from Reckon Accounts Premier, it will automatically prompt & upgrade it to the highest (Enterprise) version, then users can login & continue working in it as before 😊

Hosted looks exactly the same as you're used to - Users just login to Reckon's Hosted platform from any device, anywhere, via any web browser instead 😊

Hi, everyone, GREAT NEWS IT'S FIXED.

A BIG THANK YOU to everyone who gave us input, the best input was from this community.

Thanks for all your suggestions and inputs, I have learnt a great deal more about reckon.

Some of the suggestions lead us to realise it couldn't be the Reckon company file as it worked on one computer and not others.

Fixed and it was such a simple thing. Sharing to help others

It was simply the fact that the computer that could open the Reckon file had different item column settings than the other computers. Setting the column settings back to default on all computers fixed the issue and going forward we will ensure that if the columns are changed or added/deleted they are the same on all computers/users.

Things I leant:

1/Ask the community before contacting Reckon support. Not just look for answers in the community like the Reckon support line suggests. Although I didn't get the solution from the community. The community input was so valuable. Your suggestions helped us to work through and find the answer. Reckon support didn't really know how to fix the issues, they seem to have been given a list of things to try all of which are incredibly time consuming and need to be done in single- user so productivity got behind. Only after 6 days, 6 full verify & triple rebuilds did Reckon Tech support admit they didn't know what else to try and that I should contact the Reckon Data recovery team. I cannot tell you the frustration I felt with them especially as I was asked to repeat steps I had already taken previously and that hadn't solved the issue.

2/With Multi-user keep lists columns the same on all computers and reset & resort on all computers /users if issues occur. Reckon support suggested resort but no one mentioned trying rest columns to default

3/Don't let Reckon limit your backups to 3. Although our crash issue was not related to the company file. We back up nightly and realised we didn't have the backup prior to the crash issue which only occurred the next time someone went to add an item which was more than 3 days. Not limiting the backups enable you to delete the older backups once you have verified etc. It also allows time for any potential issues i.e crashes or errors to occur and then you will be able to restore a older working back up.

4/Even deleting data & reducing text does not reduce the number of items, accounts etc. shown in the information screen or reduce the company file size. Our company file grew slightly larger every time we did it a rebuild which in the end was almost 20 times.

Thanks again 😀

Alexis McKeown

Dear @Tilley ,

I'm glad to hear this saga has come to an end and your problem has been resolved. Thank you as well for sharing your thoughts and the fix for the issue.

We're always happy to help here on the community, and I'm happy to see your issue resolved. 😀

Kind regards,

Alexis McKeown

Reckon Senior Technical Support

Thanks Alexis . Lesson learnt, can laugh about it now and finally catch up with all the back log of work.

That’s great news, congratulations on your research and success

Thanks Kris for all help

Not all issues have a known readily available or documented solution.

In some cases, troubleshooting requires some trial and error to eliminate possible contributing factors and narrow things down.

For the issue you have experienced, based on what you have described it was a problem with the displayed columns and or their sort order that was causing a specific logged in username to experience a problem whilst attempting access the Item List (may also occur on any other list screen).

Did you happen to take a screenshot of the Item List screen of the affected user that showed the columns displayed and their sort order?

I take it you have shown this to help others as I already found this out,

Thanks for showing this screen to help others.

I agree with your comments

Not all issues have a known readily available or documented solution.

In some cases, troubleshooting requires some trial and error to eliminate possible contributing factors and narrow things down.

But my feel that Reckon tec support were not narrow things down except for the initial help as they got me to repeat the same steps over and over, even when I told them I had done the steps they requested previously with no solution to the issue. It was through the community group that our IT guy identified the issue.

Thanks