cant get capitals to work

  • 8
  • Problem
  • Updated 4 months ago
when trying t invoice i cant get capital letters ive tried caps lock and Shift nothing
if i go to msword or other text editors i do not have this problem.
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shane

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Posted 4 months ago

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JO-ANNE

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surely to god the system was tested after the maintenance to make sure everything was working. This is ludicrous......all morning with problems and it still hasn't been resolved.
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JO-ANNE

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I have tried logging in through Internet Explorer and it is still not working.....please can we get this resolved. I have lost over half a day with this........
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JO-ANNE

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i have also tried Firefox, it worked once and now is also not working.....am I the only one this is happening to....I need this fixed
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Jane Birch

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Hi Jo-Anne you're not the only one!
We are still experiencing issues 
Rav - any updates????
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JO-ANNE

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Thanks Jane, it would be really good if Reckon could give us an update. More than half a day and it isn't resolved. I have even changed keyboards hoping that was the problem, but nope....Reckon you need to get this sorted
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Rav, Community Manager

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Hi Jane & Jo-Anne,
We've tested out a few things however the method that has repeatedly provided a successful change is the clearing of the browser cache.

Can you both advise if you're following the process listed in the links in this Knowledgebase article? -
http://kb.reckon.com.au/issue_view.asp?ID=5743
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JO-ANNE

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Rav, my problem is the number lock on RH keyboard not working. I have changed keyboards hoping that would resolve it, but it hasn't. I have tried using Internet Explorer and Firefox, both have the same results
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JO-ANNE

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I have cleared the browser cache several times, and have again just now, just to be sure, but with  no luck. All other websites, emails, etc are working, just not Reckon.
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JO-ANNE

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Rav, I have done all of the above, gone back into Reckon and tried again. I am trying to enter supplier invoices. I enter the date using the RH keyboard it works, then when i go to enter Items, that's when it falters. I go to item list, doesn't work.Number lock is the problem on the RH keyboard
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JO-ANNE

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Rav it still is not working.....I have wasted a whole day trying to get this problem fixed. It is unacceptable. There must be a solution. I don't  know what else to do from my end. I have tried all suggestions, tried a new keyboard. it is not fixed!!!!!!!!
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Rav, Community Manager

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Hi Jo-Anne,
So let me confirm, its only the right hand keypad that isn't working but the numeral keys above the QWERTY letters are? Can you confirm?
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JO-ANNE

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Rav that is correct. the right hand keypad is working for every other software program I am using, cloud based, emails, excel, word, etc. but not Reckon.
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Stella Shen

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Rav, I have the same issue. And your understanding is correct. 
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Rav, Community Manager

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Jo-Anne, are the numeral keys above the QWERTY keyboard ie. the letters working even though the keypad on the right isn't?
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Rav, Community Manager

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Thanks Stella.
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Anita Morton

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OK, so I've arrived this morning, cleared my cache, google / reckon hosted and still cannot use my RH keypad; numbers above work, but not RH which is what the most of us use and month end........... come on, what's happening !!
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Anita Morton

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all other applications work with RH numbers, just not Reckon..........................please please please can we get this rectified today
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Anita Morton

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ok, so now I'm pretty upset; no one has replied to any of my comments/problems and I am now starting payroll, not happy at all with RH side not working; I keep clearing cache, log off log on and NO this does NOT work; can you advise you are still looking into this so we have some kind of hope this will be rectified !!! your response is greatly appreciated, since we do pay a premium for this service !!
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Jane Birch

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We were still having problems yesterday when I left, but so far all good this morning. 
Fingers crossed it stays that way. 
Apologies I didn't reply yesterday to your request Rav - we were following your exact procedure for clearing cache & issue was not resolved yesterday. 
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Robyn Kelly (Partner), Accredited Partner

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When you first log in to Hosted there is a message saying to click "here" for more details.  That then takes you to this KB article: http://kb.reckon.com.au/issue_view.asp?ID=5743  Have you tried everything in the KB article?
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JO-ANNE

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Robyn this solution is for capitals lock, the problem is number lock on the RH keyboard
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JO-ANNE

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Anita, there is a pause button on the keyboard beside ScrLk, try pressing that, it may work. I had to do that again this morning. 
Reckon the problem is not solved
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Jo

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I just tried the pause button and the number pad started working. Thank you Jo-anne.
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JO-ANNE

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Reckon, why is this happening. By pressing the "pause" button, it appears to be working. WHY!!!!
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Anita Morton

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I've tried hitting the pause button and hasn't worked for me :( 
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JO-ANNE

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oh dear........are you able to get an IT person in to check everything for you. You shouldn't have to as it is a Reckon problem, but they may be able to give you a solution
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Rav, Community Manager

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Hi everyone,
We've continued to look at this behaviour and while it doesn't seem to be happening to everyone, the only time we've been able to replicate something similar is when attempting to use the right hand keypad AFTER turning on the CAPS lock button.

The Hosted team are looking into this however I don't have any further information at this stage but I'l update you all as soon as I do.

This isn't affecting the numeral keys above the QWERTY letter keys, and as has been mentioned above pressing the Pause button will re-enable the keypad however it needs to be pushed each time you enable caps lock.

I know its frustrating guys, and I'm really sorry that you've been contending with it for a while now. I'll let you know as soon as I hear back.
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John Graetz

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I am using Opera today and everything seems to be working ok.
John L G
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Jane Birch

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Hi Rav
Great to hear you are still looking into it as we are still having issues after all! 
Look forward to hearing issue has been resolved
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Resound Projects

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To fix the Capital letter problem...Go to Edit at the top of Task bar in Reckon and select Preferences and then scroll down to Spelling and then tick the UPPER CASE Letters selection....I am not sure whether you need to log off and log back in ...it worked for me 
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Resound Projects

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To fix the Capital letter problem...Go to Edit at the top of Task bar in Reckon and select Preferences and then scroll down to Spelling and then tick the UPPER CASE Letters selection....I am not sure whether you need to log off and log back in ...it worked for me 
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Stacy

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I am also having problems with the right hand numbers part of the keyboard. Clearing the cache only fixes it temporarily, same with the pause button & using the capital letters doesn't seem to affect whether it works or not. I am using accounts hosted
(Edited)
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Linda Putland, Accredited Partner

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Hi Stacey, when you cleared your cache - did you check that it was clearing it for All Time (Chrome & Opera), or Everything (Firefox)?  IE doesnt give you this option.  Does the problem persist if you log in with a different browser?
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Stacy

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Hi.
I am using chrome & yes i cleared the cache for all time. I have tried using internet explorer & have the same issues. Thanks Stacy
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Anita Morton

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now we have another problem, what is it with maintenance and then constant issues of usage !! I've just finished my payroll, put through STP and low and behold, there is an error on lodgement to the tax office, this hasn't happened before; is testing done before changes under maintenance input !!
coming to year end, need STP working NOW !!!

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Rav, Community Manager

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Hi Anita,
That issue isn't on our end and isn't related to any Hosted maintenance.
The ATO's SBR2 service which handles STP transmissions is down and they're working to restore it at the moment. If you'd like more info, see the ATO SBR website HERE.
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Anita Morton

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Thank you, apologies, will try again later: 
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Vivien Atcheson

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Is the number keypad thing still being looked at?

My issue with CAPS has resolved after clearing out my cache - but my number pad still won't work. Makes adjusting stock horrible! - I am using Chrome on a Mac with Hosted as was recommended to me last time I had to contact customer support about an issue.
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Stella Shen

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Sometimes the number pad is working with Edge~ 
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JO-ANNE

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I can't even get into RAH using Edge...
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Vivien Atcheson

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Just refreshed everything and logged out etc. and my numbers are back !!
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Vivien Atcheson

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NOPE! Spoke too soon. Seems like it only works in some fields. Not working when entering in orders - but when using the pop up to find an Estimate number, it works there.... ??
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Ross Stephenson

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same here ! A real pain !!!!
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JO-ANNE

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thought I would try Edge to see if it would fix the problem, RAH not responding, so that idea didn't work.....two days now Reckon, are you any closer to fixing this problem. It really is unacceptable that we pay a premium for this software and now this......
(Edited)
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John Graetz

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i Jo-Anne.  I am using Opera today and everything seems to be working fine.
John L G
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JO-ANNE

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what is Opera? I have never heard of it.
We shouldn't have to keep changing browsers to see if it works. 
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John Graetz

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Jo-Anne.  Opera is another browser which has been around for many years.  It is apparently based on the Chrome platform.  Whilst it might not be very palatable to have to swap browsers, to see it if works, when there is a problem like this, swapping is better than not being able to do anything.  As I said, Opera seems to be working quite ok for me today, with the advantage that copy/paste is also working ok.
John L G
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Linda Putland, Accredited Partner

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I have been using Opera has my default browser for several years - I find it gives me much less hassles with Hosted issues and its fast and reliable.  It recently had an update which has improved it further..  Cheers Linda
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JO-ANNE

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My subscription is up for renewal, I am requesting a discount. Three days and not being able to use software at it's peak, is a bit ordinary
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Jane Birch

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Good Morning Rav
How are we going with this issue? Any progress????
We're into day 3 now & still having problems, most frustrating for our invoicing & accounts department!
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Vivien Atcheson

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Just a note - I have noticed this morning that when entering a customer payment , on the number keypad - all of the functions work ie. +; - ; *; the Enter key etc. It's just the actual numbers that aren't working.
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Rav, Community Manager

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Good morning all,
Our Hosted team have been working with our platform partner to determine a solution and we'll be testing a potential fix today.
Depending on the results of testing we'll then move on to deploying it to the live service environment however please note, doing so will more than likely require a brief outage of Hosted services so we need to work out how and when this can happen.

First things first, we need to get through testing and see if it gives us the outcome we're all looking for.
I'll let you know the outcome of this once the team have completed the required work on this.

In the interim, the workaround I mentioned above is still working which is that the 'Pause' button will re-enable the keypad however it needs to be pushed each time you enable caps lock. Alternatively, click Shift and a keypad number then let go of Shift and click the keypad and it will work.
Fully appreciate its not exactly convenient and not something you should have to do, we haven't given up on this and I'll keep you posted with progress.

Thank you all for your patience.
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breakfree73

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thank you, appreciate the update on this problem :) 
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Rav, Community Manager

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Hi everyone,
I'm very sorry to be the bearer of bad news but unfortunately our testing today has shown that while the software change remedies the problem with the keypad, it also completely breaks the caps lock function at the same time.

The Hosted team are going will have further discussion with our platform partner overnight and hopefully have some further progress which I can report to you following this.

I'll keep you posted everyone.
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Linda Putland, Accredited Partner

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Thanks for the update Rav!  fingers crossed I havent had the issue recur since clearing my cache files... but then I am still using Windows 7... 
(Edited)
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Sonya Herbert

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I had issues with the NUM Lock numbers not working all day yesterday, and again today, as well as capitals not working the day before.  Was using firefox, now i've opened in GOOGLE and the num LOCK ISSUE gone. I find this happens alot, as well as the TAB-ing through going backwards - only thing that fixed it was changing internet browser changes, then a few months later, change back. Weird.
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Sonya Herbert

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scrap that idea with GOOGLE - worked for about 10 minutes, now NUM LOCK not working again - even using Google - WHEN WILL THIS BE FIXED?
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John Lee

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It isn't GOOGLE's fault we have tried Internet Explorer still having the same issue. We can't use numbers or caps on all 3 of our computers.... RECKON WHAT ARE YOU DOING WITH THIS ISSUE.... END OF Finical Year is a complete night mare.... NOW.. NEVER EVER USE ON LINE EVER AGAIN
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John Graetz

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Hi John.  In some defense of Reckon, my observation is that this issue is not affecting everybody and therefore it would seem to be some sort of environment issue.  I used the Edge Browser on Monday without any dramas, the Opera Browser yesterday and the Chrome Browser today, again without any problems being experience so far.

I don't know what equipment anybody else might be using, but in my case it is a wired USB keyboard and there are not problems using that, for me.
John L G
(Edited)
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John Graetz

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My opinions have now changed somewhat.  I began experiencing problems using Chrome (different computer to yesterday), so switched to Opera.  Now the problem is occurring here too.  However, my experience is a bit different as to when this might occur, as described by Rav above.  The numbers keypad is going off without having any involvement with using the Caps Lock.  What has worked for me to correct this is to simply hit the Pause button and back she comes.
John L G
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Jane Birch

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Appreciate the ongoing work to resolve.
In the meantime the pause button is a perfectly good short term remedy which has lightened the frustration in our office ;)
Thanks 
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Rav, Community Manager

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Official Response
Hi everyone,
The Hosted team have continue work on this and while investigations are continuing, we made a change yesterday afternoon which has given us some successful results but would like to get your feedback to see if you have the same experience.

If you are logged in to Reckon Accounts Hosted, can you please exit your file and (IMPORTANT) log out of Reckon Accounts Hosted (Settings > Logout). Close your browser and then log back in and confirm if the keypad is functioning normally after this.

Let me know BELOW this post if there is any change or not.
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Jo

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Hi Rav, sorry no, not for me (using Chrome)
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JO-ANNE

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Morning Rav, what do you mean by log out of Reckon Accounts Hosted (Settings>Logout)?
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Rav, Community Manager

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Jo -
If there's no change for you after doing the above, can you do me a favour and clear your browser cache one more time. Ensure that you select the 'All time' option when doing so, more info here.


Jo-Anne -
By logout, I was referring to this screen -
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Jo

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Hi Rav, sorry for late response - yes all good so far after clearing cache.
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Jane Birch

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We are all good so far, will let you know if any changes. 
Thank you for all your communication Rav
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Vivien Atcheson

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We're all good now. Thank you.