Anyone's having trouble to login Reckon Account Hosted?

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  • Question
  • Updated 3 years ago
  • Answered
Is aynyone else having trouble to login Reckon Account Hosted?
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John Zhang

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Posted 3 years ago

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Kaitlyn1798

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Major issuse
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John Zhang

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Same problem of mine.
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Rav, Community Manager

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Hi guys,

It looks like you may be using an older cached URL.

Can you please try accessing Hosted from here and let me know if you continue to experience issues.


Cheers
Rav
(Edited)
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Lyn Nosow

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Yes I'm having the same problem too.
Lyn Nosow
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Rav, Community Manager

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Sorry guys, disregard my previous post :(

We're looking into this right now and I'll keep you posted.
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Lyn Nosow

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Tried that, but get same blue screen.
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Shelly Doake

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Same problem, very annoying.
Michele
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Jean Andersen

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I have been trying to log in for ages too....
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Danielle Manion

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I'm on Windows 20 having problems logging into Reckon Hosted - is it a Windows 10 issue?
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Danielle Manion

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It's really annoying because I rang up about this problem yesterday afternoon. They said they were escalating the problem as it seemed to be a system-wide issue, and said to try again in half an hour to log in but in any case someone would call me back to confirm what was happening. I didn't hear anything back, so I assumed it was fixed and now unable to log in as well this morning and technical support doesn't open again until Monday. Grrrr.....
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Danielle Manion

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I'm able to create and open a new company. I just can't open any of my existing companies so must be something wrong with their files?
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Danielle Manion

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I get this Warning after it hangs for ages and doesn't open the file:
An error occurred when Reckon Accounts tried to access the company file. Please try again. If the problem persists, contact Reckon Technical Support and provide them with the following error codes: (-6000, -80)
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Annette Harris

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I'm getting the same message.  I also contacted them yesterday and got the same response as you, alas no-one called me back. Also, tried logging in again this morning as I was hoping the issue had been fixed.  Timing is not good ......payroll Monday!  Very frustrating!
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LAWRIE PURCHASE

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Has Quicken resolved the sign in problem yet??????????????
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John Zhang

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I'm sure they will, in the near future.
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Kaitlyn1798

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48 mins and counting ???
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Rav, Community Manager

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Sincere apologies for the inconvenience Lawrie, we're making progress but still working on it at this stage.

Appreciate your patience so far
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Rav, Community Manager

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Hi everyone,

Firstly, my sincere apologies to those affected at the moment with the accessing Reckon Accounts Hosted.

We're looking into this as we speak, and I'll update this thread with more info as soon as possible.

Thank you all for your patience.

Rav
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Lyn Nosow

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Thankyou Rav for the feedback.
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Angela

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Thanks Rav
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Rav, Community Manager

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Hi guys,

I'm getting indication that the issue may now be resolved, can you please try again and let me know if you encounter the same problem?

Thanks
Rav
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Jean Andersen

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I am still getting the grey screen and not going any further...
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Rav, Community Manager

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Hi Jean,

Can you please close any active sessions in the Hosted control panel, logout and then retry please?

Let me know how you get on

Cheers
Rav
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Jean Andersen

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Done all that and still the same I have got a message on screen that says "an error occurred when Reckon Accounts tried to access the company file. Please try again. If the problem persists......." you know the rest
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Jean Andersen

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It does say to mention error codes (-6000, -80)
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Jean Andersen

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Rav, can you tell me what is going on. I am losing money here
.
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Jean Andersen

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Hello, you would prefer we use this community page opposed to calling the help desk, but come on at least answer the question and let me know what is happening
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Angela

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I good to go, thanks Rav
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Rav, Community Manager

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Thanks heaps for letting me know Angela! :)
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Jeffrey Fazal

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Does Reckon have a status notification page with email notification?
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Rav, Community Manager

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Hi Jeffrey,

A status page or indicator was an idea raised in a previous meeting and an option we're looking at exploring.

Cheers
Rav
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Lyn Nosow

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Thanks Rav. I'm OK now too.
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Rav, Community Manager

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Thanks for letting me know Lyn!

Sorry for all the hassle!

Have a good Friday

Cheers
Rav
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Rav, Community Manager

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Hi Kaitlyn,

Are you able to navigate to your existing file location and open it successfully from that screen?
(Edited)
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Kaitlyn1798

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No no data file , i missing all 3 of them 
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Jean Andersen

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I had that screen too and am still trying to access my data file
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Kaitlyn1798

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Anybody can help ? I still waiting at work needing to do something 
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John Zhang

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I had the same issue, but now it has been fixed.
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Kaitlyn1798

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All good I am back on line
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Kaitlyn1798

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I am having issues 
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Jill Mentiplay

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I am still having this issue - have logged off all active users.   Still exactly the same - eventually displays error (-6000,-80).  
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Shelly Doake

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Same here.  Have logged off and on several times, restarted computer and still no luck.  Same error message as Jill
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Rav, Community Manager

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Hi guys,
While we have a couple of KB articles on the (-6000, -80) error code, for those still experiencing issues with accessing Hosted it would be better to please get in touch with our support team so we can take a look at your individual case and work with you on a one on one basis.

I sincerely apologize for the frustration and inconvenience.

Thanks,
Rav
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Jill Mentiplay

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And how exactly do we do that on a Friday night so that we can perform business essential functions like payroll?     It doesn't appear to be an individual based issue - it still seems to be effecting a significant number of users.    

Do we seriously have to wait till Monday to hear back from Technical Support?
This is obviously a backend generated issues so why do we need to raise individual support tickets?
Do we get refunds for the outages when we're locked out of using our software subscription (again)?  I already know the answer to this one.    
Will there be any further updates on this via the community thread and if so when?
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Brendon Gardiner, Accredited Partner

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Hi Jill

What is actually the problem with yours.    I am happy to take a look to see if I can fix the issue for you if you like.    I am an accredited partner so i may be able to fix the issue.    I have fixed the problem I had earlier, so would be happy to see if I can do the same for you.    Please email me at brendong@versatileaccounting,com.au if I can assist

Regards

Brendon Gardiner
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Brendon Gardiner, Accredited Partner

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Alternatively if you use Skype you can contact me there brendon.gardiner
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Shelly Doake

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Can't believe that "support " would sign off for the weekend leaving this unresolved. I am seriously regretting the move to hosted.
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Brendon Gardiner, Accredited Partner

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Hi Rav,
Is the PP network or AP support open tomorrow, I am having severe problems with one of my users and have an urgent report required for Monday.     It is freezing at the login screen.   I have done a log off remote session, but with no luck.     Trying everything I can but am unable to locate the offending data file with any other user.

Regards

Brendon Gardiner
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Rav, Community Manager

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Hi Brendon,

The PSG Support line is indeed open today. Please give us a call and the team can take a look into this with you.
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Brendon Gardiner, Accredited Partner

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Thanks Rav, I was able to fix the problem last night without needing Tech support.   I believe the .nd file may have become corrupted
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Rav, Community Manager

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Hi folks,

I'm checking in with our technical support team around potential troubleshooting measures that I can advise and I will provide an update as soon as I can.
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Rav, Community Manager

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Hi again everyone,

For those who are continuing to experience issues accessing Reckon Accounts Hosted, can you please close any active remote sessions, clear your browser cache and then retry logging in.
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Jean Andersen

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I have just done this and it is still hanging on the grey screen...Very annoying to be doing this and still to no avail
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Danielle Manion

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Didn't work for me either. I logged off all remote sessions in Google Chrome. Then went into settings > advanced settings > clear browsing data - from the beginning of time. Shut down Google Chrome, then logged back in. Same problem. Please help!
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Danielle Manion

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Please note: I'm able to create and open a brand new company file without any problem. It's the existing company files that I can't open.
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Jean Andersen

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Now it saying "not responding" what a joke this is. Nigh on 24 hours being shut out of Reckon Accounts Good one!!
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Robyn Kelly (Partner), Accredited Partner

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A) are you looking in the Q:/ for your data file?  If not please do.  If so is your data file shared with another use?  If it is shared with another user it may first be in a shared folder.  If not it should be a red icon.

B) Have you tried using another internet browser?

C) An accredited partner may be able to help you individually: https://partnersearch.reckon.com/

Just some suggestions for you to try.

Regards, Robyn Kelly

Accredited Partner

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Annette Harris

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Did exactly the same thing and nothing has changed.

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Danielle Manion

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Yes, have tried using 3 different browsers and clearing the cache on all of them. Yes, looking in Q directory. Yes, it's a red icon. No, file not shared with another user as I only do single user access. Can you please look for problems specifically related to the error codes -6000 and -80. A google search I did suggested copying the company file to another directory, deleting the .ng file, renaming the .tlg file to .tlg-old, then copying back in the company file to the original directory. But I can only access the company file by going File > Open Company within Reckon so I can't copy the file into another directory. Is there a way to access the Q drive from my Windows Directory? I'm on Windows 10. Thanks
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Robyn Kelly (Partner), Accredited Partner

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Danielle

I'm happy to help you if you would like to email me, robyn@robynkelly.com.au, with your details.

Regards

Robyn Kelly

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Rav, Community Manager

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Danielle & Annette,
I've been in touch with our support team and your cases have already been escalated to our IT team who are investigating.

Jean,
Our support team will be in touch with you via email very shortly, and we have also escalated your case to our IT team as well.

 Unfortunately I can't provide you all a fix at this point in time however all your cases have been escalated and are in the right channel to be resolved.

Apologies again for the inconvenience and frustration.
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Robyn Kelly (Partner), Accredited Partner

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Rav, are you able to please advise ASAP if something is being done to help Danielle?  If not she has contacted me direct.

Do you have the KB number I can follow to help her please?

Thanks, Robyn Kelly

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Annette Harris

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Thank you.......All working, so far so good.
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Luke, Employee

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Hi Robyn,

Issues were at our end.

It should now be resolved for all users though.

Luke.
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Jean Andersen

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Thank you, I have finally been able to log on after 24 plus hours
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Danielle Manion

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Me, thanks so much!

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