Accounts Hosted suddenly not allowing multiple company files to be open at same time

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  • Updated 4 weeks ago
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Suddenly I cannot set multiple company files to be open at same time. I have not had this issue in the past and now, this morning, when I really do need them both open, it's not working. I can open one file, but as soon as I need to open the other, it logs the first file out and closes the session.
Yesterday this worked fine.
Can someone help or advise how to fix this, please?
Thanks so much.
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Jennifer W-H

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Posted 3 months ago

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Accounts Hanna

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Afternoon Jennifer we are having the same issue, have read a conversation this morning and apparently according to Reckon it has always been that you need two licences.  This is definitely not the case as we were working on it yesterday as a multi user. So where do we go from here, do we need to purchase another licence if so how much will it be? If someone can enlighten us that would be excellent as it has made it very difficult at work today.

Thanks
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Jennifer W-H

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Hi Accounts Hanna,

I read the same discussion, but I noticed that is was dated back to 2016 (if memory doesn't fail me).

I remember when I first made enquiries into Accounts Hosted that I made a point of asking if I could have more than one company file open in separate browser windows or tabs at once so I could operate our 2 companies open at the same time - this was very important to our decision to buy the licence. I was told "yes".

I know that the Reckon programs are continually being upgraded and worked on to maintain or improve things, so I am assuming, in light of what I was told, the ability to open multiple companies under one licence is something that had been addressed since that discussion. 

Since this has been working satisfactorily up until this morning, I am thinking that there is a weird glitch happening in the Reckon system somewhere.

I agree about work being difficult today - I've been going nowhere fast. I really hope they haven't rolled the clock back on the usage of this program. I'm going to have a really, really irate (understatement) managing director to deal with otherwise.

I've tried contacting Reckon and was waiting for an interminable time before I just gave up and hung up. I hope Reckon get this sorted out sooner rather than later. And come back to us with some answers.
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Accounts Hanna

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Thanks Jennifer

If you get any information from them if you could please let us know what we need to do that wuld be great. Try and have a great afternoon.

Thanks
Sal
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Susan Shaw

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I am also having the same problem. We've been using Reckon for years and have not experienced this problem before. The explanation of more licences hasn't been a problem before today. Hope it can be fixed ASAP.
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BDP Group

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I am having the same problem today, driving me nuts having to keep opening previous entity.  Please sort this out asap Reckon Hosted.

Anne-Marie
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breakfree73

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same....crashes with a gateway issue when i try to open a second company file.  also still having problems with the num lock issue...

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Jennifer W-H

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I had the num-lock issue happening for a little bit yesterday too.  I had to reboot my system a couple of times.  Last time 'round, I did a full shut down, left the computer to sit for 5-10 minutes then fired it up again. It seem to come good then.  

I hope it sorts out for you soon.
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Linda Putland, Accredited Partner

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As far as I know that has always been the case, if you logged in with same Hosted credentials on another browser it would close the first browser session and you would be in the same company on the second browser when it opened up ... ie if you only have a single license then you can only have one instance of Hosted running.   

If you login to Hosted via your normal method - then on the first screen, select the black button called Control Panel - when you are in there - click on Manage Users - do you have more than one active user showing?  this might help you to understand what is happening?  A second user license has the same cost as your first user license.
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Susan Shaw

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Our Company has been operating 4 Users on 2 Licenses for a couple of years,  the crashing of the file for the 2nd  user has only just started happening today. So I know that it hasn't always been the case from our previous experience.
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Gerry Winter, Accredited Partner

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I dont seem to have any problems but call me to discuss on 0418907140 and we can work our way thru it.
Gerry
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Jennifer W-H

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Hi Linda,

What you describe is what is it doing now - and what we don't want it to do - closing the first browser session when you attempt to open a second.

Up until this morning, we were all able to log-in to Accounts Hosted which then (and still does) pulls up the Launch Accounts/Control Panel etc page, hit Launch Accounts and open a company file which would pop up in our browser, (and this is where the problem starts) go back to Launch page, hit Launch Accounts again and open up a different company file in a new browser tab.
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Rav, Community Manager

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Hi everyone,

To have multiple users access Hosted, each user needs to have their own User ID.
If you have multiple users attempting to log in with the same Hosted User ID ie. sharing login credentials, only one user will be able to be logged into Hosted at any one time. If a second user attempts to log in using the same User ID, the first user's session will be replaced.
This also means that only one data file can be open at any one time. If you need to open a second data file, the first needs to be exited prior to the second being opened.

Recently we found an issue where in some cases, Hosted was allowing multiple simultaneous sessions under the same User ID and during our maintenance over the weekend we released an update to Hosted that resolved this issue and brought Hosted back to its normal design & operation.

If you require more than one user to have access to Hosted, each user will need to have their own Hosted License, to add an additional Hosted License, log into the Hosted dashboard, click 'Control Panel', then select 'Add User'.
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Jennifer W-H

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Hi Rav,

For me, it wasn't about having multiple users.  It was about me (one user) have access to multiple files.

The issue seems to have resolved as it is now operating as it has in the past again (see me post below).

Thanks so much.
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Brett David Robson

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Rav, we have 8 user ID's and about 20 companies.  We do not share User ID's but each user will often have 4 or 5 company files open (in multiuser mode). Being limited to one company file per UID is a HUGE handicap.  It's hard to believe Reckon could make a change like this without notification.  I simply don't understand why, with individual non shared UID's Reckon would limit its users in this way.
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Jeanne

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Hi Rav

I have 2 licences and have had for almost a year.  We both use the User name for the first licence on the first screen and then separate logins after that. We only have one company so all access is into that company.  I can see the User ID number and Account Name but there is no User name for the second subscription.  I have been on hold to get help for an hour.  We are currently at a standstill and need to get invoices out today.  Please advise me what I am supposed to do.  I don't want to buy a third licence for 2 users. 

I look forward to your early reply.
Jeanne
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BDP Group

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So that's it Rav? no more responses? If I want to open a 2nd Company file, I have to buy a 2nd licence? Well if that's the case, that sucks! Bad business! Not Happy Rav.
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Brett David Robson

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Sure does suck. It’s making our workflow more complicated, we don’t see ourselves as “freeloading” we have 8 licences and 8 people!! We NEED multiple companies open at the same time to be efficient.
Not happy Rav.. very not happy.
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Jennifer W-H

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Not happy here either!  We feel VERY mislead here. And now it's taking 3 times as long to do anything! This need to be fixed and made efficient again, Reckon, or I'm sure there's going to be a LOT of people moving to other accounting packages!
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Monika Bratownik

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I completely support you Guys
We have 9 entities and even simple intercompany reconciliation is a nightmare now. 

Reckon, please fix it ASAP. We had already enough dramas with new PAYE legislation and lack of adjustments from the software side (note: it is still not fixed!). It's VERY frustrating.
(Edited)
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Jennifer W-H

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Hi Gerry,

I hope you can help the others who may still be experiencing this issue.  

After seeing your post (I think you snuck it in when I was replying to Linda, so I missed seeing it), I went back and tried the Launch as I usually do and it worked!  I now have my 2 company files open in 2 separate browsers!

I hope everyone with this issue is getting the same result.

Cheers,
Jennifer
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Jennifer W-H

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I think I spoke too soon!  Grr!

Gerry, I may be in contact tomorrow if this hasn't been resolved.  Thank you!
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Susan Shaw

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I have been using Reckon for years and always had a 5 User Licence at a cost of $980.00 per annum.  I changed to the cloud approx 2 years ago  purchasing 3 Licenses  for $1800.00 which
has effectively allowed for 5 users to access the Company File simulaneously.  Now that you have changed the access to the Company File over the weekend, without notice to anyone prior, our cost to access Reckon Hosted will rise to $3660.00, quite an increase in a short period of time!! You have effectively tripled the cost of access, which I don't see how you can justify.
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Sarah Johnston

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Hi All, I rang Reckon this morning in regard to the above, they said there was a glitch in the system which they have now fixed, and you should never have been able to open multiple companies at the same time.   They told me that if you want to have more than one company open at the same time (I have three) that I would need to purchase 2 additional licence's at a cost of $670 per licence for one year.   Not happy at all Reckon, when I have 3 payroll's all due on the same day and I have to keep closing down one company to open another.  Just a money grabbing scheme :(
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Brett David Robson

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I always thought Reckon was a bit naf.
Now I know it is.
Looking for replacement software before I have to get new staff.. Thats how peeved they are with Reckon.
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breakfree73

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We really appreciated that glitch...can you bring it back please :) 

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breakfree73

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thank you.... i have mine back it makes life so much easier and quicker.  Hope it stays :)