Reckon One reports not generating (5 November 2025)

Rav
Rav Administrator, Reckon Staff Posts: 14,109 Reckon Community Manager Community Manager
edited 1:20AM in Reckon One
image.png

We're currently investigating instances of reports not generating in Reckon One.

Our initial observations show reports are getting stuck when attempting to generate on a loading screen which looks similar to the screenshot example above.

Our teams are kicking off an investigation into this as we speak and we'll work toward rectifying at the highest priority.

Sincere apologies for the inconvenience this is causing at the moment, I'll post further updates in this thread as soon as possible.

Comments

  • Kali
    Kali Member Posts: 426 Reckon Legend Reckon Legend

    Hi guys,

    Is Reckon currently having any technical issues?

    I've been trying to generate different reports for the last 20 minutes.. and it keeps getting stuck on this screen..

    20251105-0248-14.3351621.mp4
  • Rav
    Rav Administrator, Reckon Staff Posts: 14,109 Reckon Community Manager Community Manager
    edited November 5

    Hi Kali

    I've just jumped into my own book to test this out and does look a bit slow at the moment.

    Leave this with me for a bit and I'll come back to you

  • Natalie_9100443
    Natalie_9100443 Member Posts: 11 Reckoner Reckoner

    Hi, We are currently unable to generate any reports. The screen does not time out or have an error message, just sits with the logo spinning on a greyed out screen. All of the users of our book are having the same issue. I have tried logging out/ closing the browser and and re opening to login again but made no difference.

    Please help!

    image.png
  • Tanvi_kataria
    Tanvi_kataria Reckon Staff Posts: 545 Reckon Staff Reckon Staff
    edited November 5

    Hi @Natalie_9100443

    Apologies for the inconvenience caused.

    We’ve been able to replicate the issue and are currently investigating it further. We appreciate your patience and will provide you with an update as soon as we have more information. Thank you!

    Kind regards,
    Tanvi

    image.png
  • Rav
    Rav Administrator, Reckon Staff Posts: 14,109 Reckon Community Manager Community Manager
    edited November 5

    Hi @Kali & @Natalie_9100443

    I've merged your posts over to this main announcement in relation to this issue so you receive updates as soon as they're posted here.

    We've got our teams looking into this at the moment and I'll let you know more info as soon as I receive it.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,109 Reckon Community Manager Community Manager

    ℹ️ UPDATE

    Hi everyone

    My dev team has just let me know this issue should now be resolved. I've just tested it out in my own book and reports are now able to generate normally.

    Can you please refresh the page and/or log back in then generate your report.

    Let me know if its successful for you after trying it out now.

    Cheers

  • Kali
    Kali Member Posts: 426 Reckon Legend Reckon Legend

    Hi Rav,

    Still not working this end. I have refreshed with no luck, then went completely out and back in and still no luck.

    Cheers,

    Kali

  • Simone_9171542
    Simone_9171542 Member Posts: 44 Reckoner Reckoner

    Mine is still not working either…

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,109 Reckon Community Manager Community Manager

    Thank you both and sorry to hear its still not working for you. Let me speak to our devs again about this and see what's happening here.

  • Simone_9171542
    Simone_9171542 Member Posts: 44 Reckoner Reckoner

    Thanks - any update as we cannot pay our employees without auditing our reports. Payday is today.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,109 Reckon Community Manager Community Manager

    ℹ️ UPDATE

    Hi folks

    Lets try this again, can you please reopen your Reckon One book and then run a hard refresh, in most browsers this is actioned by pressing Ctrl+F5.

    Then try generating your report again.

    If you're still running into trouble after doing the above, open an incognito browser window and login to Reckon One then generate your report.

    Either way, please let me know how you get on.

  • Natalie_9100443
    Natalie_9100443 Member Posts: 11 Reckoner Reckoner

    Thanks Rav, Still not generating for me in the normal browser after refresh but incognito browser is generating normally.  

  • Kali
    Kali Member Posts: 426 Reckon Legend Reckon Legend

    Thanks - that has fixed it for me!

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,109 Reckon Community Manager Community Manager

    Thanks for that @Kali. Glad its sorted for you.

    @Natalie_9100443 sorry to hear you're still having trouble.

    If it's still not working in your normal browser window, can you please clear your cached image and files for the last 7 days.

    These instructions are for Google Chrome but it should be pretty similar across other browsers. Click the menu button in the top right corner of your browser window ➡️ select Delete Browsing Data ➡️ untick all options except for Cached Images and files and select 7 days as the time period (example below) ➡️ click OK

    image.png

    Once that is done, log back into Reckon One and try again.

    Apologies for all this hassle, I know it's frustrating and I do apologise for that.

  • Natalie_9100443
    Natalie_9100443 Member Posts: 11 Reckoner Reckoner

    Thank you, thats fixed it now.

  • Eric Murphy
    Eric Murphy Member Posts: 493 Reckon Hall of Famer Reckon Hall of Famer

    Works for me as well, thanks for getting it sorted

This discussion has been closed.

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