Emails are not sending and gets stuck on "Going Online" screen

We are using Reckon Desktop V34 on a MacPro through Parallels Desktop.

We have been doing this for years and had no issues sending emails.

Previously we used Google as our email client but since the new changes in reckon and converting to Outlook Classic we haven't been able to send emails regardless which settings we try. (Classic and Classic V2).

Reckon Desktop tries to send the email but gets stuck on the "Going Online" screen and we have to close the program eventually as it stops responding.

Not to mention that every time it gets stuck we have to uninstall and reinstall the PDF printer as printing errors come up.

Our Outlook Classic is working fine, sending and receiving emails with no issues.

I'm hoping any one has an urgent solution so we can continue sending payslips, invoices etc.

Please let us know if you need any further information.

Your feedback and assistance is much appreciated.

Mina.

Accepted answers

All comments

Eric Murphy

Maybe check if there's a prompt or message that has opened in the background that you've missed

MinaG

I have checked and there is nothing.

It actually freezes on this "Going Online" screen and we have to manually end task.

Kris_Williams

I had a similar problem today and the pdf’s were not coming up, or so it seemed, until I noticed the message on the top pf the browser about allowing pop ups. As soon as I clicked on allow, all of the pdf’s appeared on the browser tabs. This was on a machine that had been working fine and no changes had been made intentionally and it was on V34

Eric Murphy

Kris was that on Hosted or reckon accounts desktop?

Kris_Williams

On Desktop V34 ………..

MinaG

Thanks Kris.

What are you using the browser for?

Are you using Outlook Classic on a browser not the actual application?

We were using the Outlook Classic Application and to date still unable to send anything.

Kris_Williams

Sorry to confuse you @MinaG . You are correct I was on Desktop which is unusual for me as I was helping a friend and I just meant that the pdf files suddenly appeared after I allowed popups. Just got a little confused and used the wrong words

Eric Murphy

Hey Kris, allowed pop-ups for desktop? I thought that was for Hosted? Unless I'm misunderstanding?

Kris_Williams

Hi @Eric Murphy

Actually I’m getting confused now and you’ve just made me realise - this friend had a problem with Reckon V34 regarding emailing statements and payslips. I was connected remotely and helped her with that problem. She then said she couldn’t print from Hosted so logged in there to show me. When we pressed print it brought up the normal Hosted printer window but the next step - the PDF, did nothing. Tried a few times until suddenly I noticed up the top of the window (using Firefox) the message to allow popups, clicked on that and all the pdf windows suddenly appeared in their tabs.

Odd thing was that she has been doing this for a long time with no problem and I’m guessing there may have been an update to Firefox. Or she’s inadvertently clicked something she shouldn’t have. Thanks for helping me to unscramble my brain, sorry for the confusion

Kris_Williams

@MinaG

Sorry to confuse you earlier, please read my reply to Eric and it will clarify