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A problem with Chrome browser.

Problem
Updated 5 years ago
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I've not needed to access Hosted for a few days. I've tried to today only to have a very slow login process with the white screen, black screen, connecting to Hosted, active on Hosted thing taking forever. On the few occasions I got past that I got a blue screen carrying various messages (welcome, other user, waiting for session manager). Sometimes the company page would begin to build but then freeze. This will seem stupid but when clicking the cursor in the username and password fields the flashing "I", and about half size, is at the top left of the field in Chrome yet centered left, and full size, when in IE.

I've logged off, logged out, reset the browser default settings, uninstalled and re-installed Chrome all to no avail. IE works perfectly. Bizarre.

876 Points
stupid for even posting this but I can't figure it out.

Posted 5 years ago

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512 Points

This has happened to one of our users as well. This has only been in the last few days and seems to be isolated to this user. I myself use IE11 without issue but this user has not been able to log on at all in the past tow days.

Mirko, Alum

34,762 Points

Very strange. Thanks for reporting this Lance & RL. If this occurs again with Hosted, check that "Hosted App Data" is selected when restoring browser 'from the start of time'. If this does not do the trick I'd suggest checking if you updated Chrome to 38.0.2 which was released about a week ago. If this fails, contact tech support for further troubleshooting.

RL is there anything else different from that users machine to yours? Can they log on with an alternate browser? Again, tech support might be the best action for one-to-one troubleshooting.

I'll escalate both your occurances to our IT & Development teams. ^Mirko

876 Points

I've tried the "Hosted App Data" trick Mirko and it's made the browser faster. Sadly, it's faster getting to the blue screen and no further. The bottom of the blue screen sometimes has the Windows logo and the words Windows Server 2012. I have the latest version of Chrome. Tech support used my login details and it worked fine for them. I'll try again tomorrow.

876 Points

Another day. I still can't access using Chrome on my PC yet IE does work. Tech support have again used my details and it's worked fine for them too. I can get access using both Safari and Chrome on an iPad. I've done another clearing of the browsing history and reset defaults of Chrome plus a fresh install, and a system restore of the PC. That's about the limit of my tech know-how. What about you RL, any luck for your user?

512 Points

Lance, We are still looking onto the PC that is having the issue. My tech is being a bit cautious thinking it is more of a Reckon issue than a PC issue. I will advise if my Tech has any better luck. As far as Reckon logging onto your account, this proves little as the issue is with the architecture of the PC and the browser being used.

Thanks for keeping us in mind.

(Edited)

512 Points

Lance,

We rolled back to an older version of chrome, we notice there was an update around the 16th. We then disabled the auto updates for chrome and tested the machine.

All is well in the little world now. It must have been the last chrome update.

Thanks for the help.

2 people like this

876 Points

Thanks RL, I'll give that a go.

876 Points

This is the screen I get to.

Image httpsd2r1vs3d9006apcloudfrontnets3_images1111806RackMultipart20141023-29482-pqaaav-ReckonHosted1_inlinejpg1414029176

Image httpsd2r1vs3d9006apcloudfrontnets3_images1111806RackMultipart20141023-29482-pqaaav-ReckonHosted1_inlinejpg1414029176

If I'm really lucky it will progress to this, and that's it.

I'm not tech savvy but I believe the issue is with the latest update of Chrome. Any suggestions?

(Edited)

512 Points

I will attempt to develop a step by step process to get you back to an earlier version. This will take me some time to be sure.

I am not that technical either.

90 Points

I'm having this problem also today; no problems yesterday; goes as far as loading data screen then stops, blank screen as above

2014-10-23T06:01:13+00:00

90 Points

Chrome version 38.0.2125.104 m

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876 Points

Thanks RL. Yep Beefree Admin, that's the version I have. I'll just be glad to just have it fixed and leave the wondering why it's only happening now and to so few people to those who understand these things.

512 Points

Go to system recovery and open ‘Open Restore System’ Select 'Open System Restore' Find the last restore point, suggest something before 16 October Then once this is done install chrome and follow these instructions 1) ( optional but recommended) - Open the "run" menu. type APPDATA and click enter - Go to Local>Google>Chrome>User Data - Copy this folder in another location 2) Go to http://www.oldapps.com/google_chrome.php -scroll down and click on the desired version name (older then current) -click the download link 3) Uninstall the current version on your system - Close all Chrome windows - Start menu>control panel>uninstall a program - Find google chrome and uninstall 4) run the chrome installer from the version you downloaded 5) Chrome will open a new window. You have now reverted to the older version 6) To prevent automatic updates follow the this link - http://www.wikihow.com /Completely-Disable-Google-Chrome-Update This should work. Maybe have a tech nearby to talk you through

2014-10-24T02:20:57+00:00

876 Points

Thanks RL. Looks like I'll have to find a tech person to solve this because I can't make it work.

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70 Points

I am having this issue too. Yes I do have the latest chrome update but I would like to think that Reckon will update so that I don't have to go back to an older version. This is my screen. Why does it say Windows Server 2012?

Image httpsd2r1vs3d9006apcloudfrontnets3_images1112175RackMultipart20141023-31657-1gv30cv-prtsc_inlinepng1414107679

Image httpsd2r1vs3d9006apcloudfrontnets3_images1112175RackMultipart20141023-31657-1gv30cv-prtsc_inlinepng1414107679

70 Points

Now I am getting a black screen in IE. Not sure how many browsers I will need to juggle to find one that works. Not happy.

876 Points

Same here Calvin, but it gets worse. Firefox has stopped working. I'm stumped as to what to do.

Image httpsd2r1vs3d9006apcloudfrontnets3_images1112237RackMultipart20141024-26501-1hbg2lb-ReckonHostedIE_inlinejpg1414129996

Image httpsd2r1vs3d9006apcloudfrontnets3_images1112237RackMultipart20141024-26501-1hbg2lb-ReckonHostedIE_inlinejpg1414129996

IE has the upload and download icons, whereas Firefox, like Chrome, has the Clipboard icon also.

Image httpsd2r1vs3d9006apcloudfrontnets3_images1112240RackMultipart20141024-19712-t8tcd5-ReckonHostedFFX_inlinejpg1414130143

Image httpsd2r1vs3d9006apcloudfrontnets3_images1112240RackMultipart20141024-19712-t8tcd5-ReckonHostedFFX_inlinejpg1414130143

Whether that's significant I've no idea. That the icons work when the cursor runs over them in all 3 browsers is, again, something I've no idea about. I just know I can't access Hosted because Safari on my iPad has gone down too.

876 Points

In the conversation "Reckon slow and unresponsive", Robin solved the slowness by buying a new modem. I've pressed the reset on my modem and Firefox is back working but disconnected after 3-4 minutes of idle time. IE is working but Chrome still doesn't. I'll test my iPad later. Phew!

(Edited)

618 Points

Asked my son to take a look at this issue and he found that if we resize the google window while waiting for reckon to load then it quickly refreshes and catches up. Unfortunately the next operation freezes and we have to resize the window again. This should hopefully give the technicians some idea of what the issue is. I hope someone from Reckon reads this.

Having spent quite some time on the phone already I am not keen to call Reckon again. I uninstalled and reinstalled Chrome, that made things worse. If anyone else is yet to call them could you please ask them to keep an eye on this thread.

1 person likes this

2014-10-27T02:16:30+00:00

876 Points

I've had success after downloading and installing 5 optional updates (3 for Windows, 1 for the LAN something-or-other and 1 for the nVidia doovey) on my PC. I only knew they were there because I ran a manual check for updates out of desperation. Nothing else has worked. I don't know if it's the answer or a fluke but I'll take it.

I just had a look at the "stuck on establishing connection to reckon hosted for Australia" conversation and a problem there seems to have righted itself. Hopefully all is good now.

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2014-10-27T02:26:47+00:00

618 Points

Lance you might have solved it with the nVidia updates. We have found the two PCs that are more than 3yrs old are the ones having issues. The more recently purchased PCs which probably have better graphics cards are not having issues.

I'll check for updates. Thanks :-)

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618 Points

Lance you are a gem.... I updated the graphics driver on both computers and not only is the problem solved but this is the fastest I have ever been able to get reckon hosted to work.

Thank you so much.

1 person likes this

Mirko, Alum

34,762 Points

Thanks for your post Lance. I've passed it onto our tech guys to look into. Great to hear it's work for yourself and ST.

2014-11-14T01:31:51+00:00

358 Points

well i spoke to Reckon Tech support this morning and it seems the person I spoke to didnt have this solution. in desperation i looked into the rekon community for answers. Im off to try this solution.

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2014-11-14T02:50:45+00:00

358 Points

What do you know it worked ....well done Lance

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2014-11-14T02:52:43+00:00

Mirko, Alum

34,762 Points

Agreed - Lance is a gem! :)

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876 Points

Glad it's working for you ST. I've not noticed faster speed, apart from working is faster than not working. There's still something funny going on with the cursor on the Login page and I don't get the little red advisory notice to fill-in my password but I can live with that just to have it up and going.

"Never confuse success with luck".

Mirko, Alum

34,762 Points

Hey guys just wanted to confirm one thing, so I know I'm passing on the best info possible to the techs. Only the drivers were updated, not the physical graphics/video card? Cheers. ^Mirko

618 Points

Yes Mirko, I only updated the driver on both my PCs.

1 person likes this

2014-10-28T02:24:48+00:00

876 Points

Same here, only a driver/software update.

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2014-10-28T03:08:49+00:00

2,252 Points

Perhaps it is timely to suggest that everyone should check their settings to allow updates automatically...or at least to advise an update is ready to install.

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2014-10-28T03:10:39+00:00

Mirko, Alum

34,762 Points

I've done some research myself over night and found a Google support note about this. Looks like it might have something to do with these WebGL's which Chrome uses for web graphics: https://support.google.com/chrome/answer/1220892?hl=en

I'll get through any news I have from developers as it comes!

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