Reckon Accounts has experienced a problem and must be shut down

Sepalika Siriwardhana
Sepalika Siriwardhana Member Posts: 13 Reckoner Reckoner
edited October 7 in Accounts Hosted

I cannot open Reckon this morning. Getting an error "Reckon accounts has experienced a problem and must be shut down". Tried logging out completely and re-starting, but hasn't fixed. Please help.

Screenshot 2025-10-08 094650.png

Answers

  • Kris_Williams
    Kris_Williams Member Posts: 4,278 Reckon Hall of Famer Reckon Hall of Famer

    I just logged on from my iPad using Safari. I would restart the computer and try a different browser

  • Sepalika Siriwardhana
    Sepalika Siriwardhana Member Posts: 13 Reckoner Reckoner

    I've restarted the computer and tried using a different web browser too, to no avail.

  • Kris_Williams
    Kris_Williams Member Posts: 4,278 Reckon Hall of Famer Reckon Hall of Famer

    I would click on view report and post a screenshot to help the guys in tech support, sorry I have nothing else to suggest. Good luck

  • Zappy
    Zappy Accredited Partner Posts: 5,256 Accredited Partner Accredited Partner

    You file has a corruption

    You need to run the verify option and fix the error

    Call me if you get stuck

    Zappy 0407 744 914

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,222 Reckon Community Manager Community Manager

    Hi @Sepalika Siriwardhana

    Where does this error message appear? As soon as you login or when you're performing a certain task/function?

    As Kevin has mentioned above, usually an unrecoverable error message can point to data corruption in your file. I'd recommend running a verify and rebuild in the first instance and I'll add step by step instructions on how to do so here - How to Verify Data and Rebuild Data for a company data file in Accounts Business (Hosted)

    Its also been recommended on the Community to run the rebuild 3x in succession.

    Let us know how you get on.

  • Sepalika Siriwardhana
    Sepalika Siriwardhana Member Posts: 13 Reckoner Reckoner

    Hi @Rav , it starts as soon as I login, but somehow after many tries - when I found a small break before the message appeared, got into do a Backup. I'll see how that go, and let you know. Thanks

  • Datarec
    Datarec Reckon Staff Posts: 1,442 Reckon Staff Reckon Staff

    HI @Sepalika Siriwardhana

    How often have you created backups?

    When you make a backup, do you leave enabled the option for "Complete verification"?

    When was the most recent backup created at a time when there were no problems being experienced?

    How many backup sets do you have on the Hosted B: location?

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  • Sepalika Siriwardhana
    Sepalika Siriwardhana Member Posts: 13 Reckoner Reckoner

    Hi @Datarec ,
    We haven't created many backups over the years - just a single one each year before the new Reckon edition comes out each new financial year, totaling 7 backup (including todays) across both users.
    Most recent backup was on 16th Jun 2025.

    I've now completed a backup, and run a data verification (once), which came out with no problems.

  • Zappy
    Zappy Accredited Partner Posts: 5,256 Accredited Partner Accredited Partner

    @Sepalika Siriwardhana

    You are in trouble

    Backups should be done weekly at a bare minimum most often after payroll

    Call me I should be able to help

    Kevin 0407 744 914

  • Datarec
    Datarec Reckon Staff Posts: 1,442 Reckon Staff Reckon Staff

    Hi @Sepalika Siriwardhana

    Glad to hear that you latest backup attempt has been successful with no errors detected.

    A more regular backup interval is highly recommended.

    If your data file is very large AND you have not backed up regularly, you will encounter a situation in which a companion transaction log file (TLG) will continue to get larger alongside your company data file (QBW).

    Then when you do make a backup, it can take longer than usual due to the combined size of the QBW + TLG file.

    When you backup regularly with the complete verification option enabled, the verify data operation that takes place as part of the backup process will 'reset' the TLG file if there are no errors detected, which ensures that the resulting backup mostly contains the QBW file with only a tiny TLG file.

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