Can't log in....is Reckon one offline?

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  • Problem
  • Updated 5 years ago
  • Acknowledged
For the past 48hrs I can't log in, is anyone else having problems, it just seems so slow in loading.
 - I can get to the log in page and log in
- It loads the books
- I click on the book I want
 - "Error getting account categories. Error is error connecting to web server"
 - I try again and it says "Error getting cashbook categories"

I run this program on Firefox and Chrome, both give the same result

All other programs I use and internet speed all good

Help!
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Michael Ortiz

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Posted 5 years ago

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Tim Spillman

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Yes, it is quite pathetic. I'm assuming this has something to do with where they host the servers. If it is a software issue, they should never released it to the public. I am well aware of many other having the same issues. It basically makes the application useless.
(Edited)
This is really bad, cant log in for days!  Since I have been with Reckon it has wored poorly, I have lost
some many sales, cause i can not invoice customers on the spot..!!!  I wish they would lift their game!!!
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Michael Ortiz

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I'm glad I'm not the only one then, I have a back log of orders being done manually. When up and running (IF)  I'll have to spends night doing data entry.

Got me wondering about cloud based applications now...
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Tim Spillman

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I hear you, i run the month demo, i found every step of the application was to slow, this may have to do with the load on the servers and i guess they have outsource the hosting and it's resources needs an major increase, Cashbooks Online does not have this problem what so ever, so i hope it is the servers, because the only other reason would be a failure in the application design.
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Mirko, Alum

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Hey Michael,

Thank you for alerting us to your difficulties logging into Reckon One.

Reckon One is currently live and operational (I've tried logging in myself now).

We suggest clearing your cache and this should resolve the issue. 

I thank you for your patience. Please let us know how you go!

Regards,

Mirko

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Michael Ortiz

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Hi Mirko, cleared the cache and it came back up, after the second attempt, logged out and couldn't log back in again....cleared cache and logged in, log out, couldn't get back in, this error is appearing plus a long winded script error

An error occurred loading the CashBook applicationUnhandled Error in Silverlight Application Code: 2104 Category: InitializeError Message: 2104 An error has occurred.
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Michael Ortiz

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If I empty the cache, it's hit and miss whether the program works or not.
then if I close the program and start again, I get other errors.

You should not have to empty the Cache before starting any program

Server Error in '/' Application.Object reference not set to an instance of an object.Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code. 





Exception Details: System.NullReferenceException: Object reference not set to an instance of an object.

Source Error: 

An unhandled exception was generated during the execution of the current web request. Information regarding the origin and location of the exception can be identified using the exception stack trace below.
Stack Trace: 

<pre>[NullReferenceException: Object reference not set to an instance of an object.] QBOnline.ReckonOne.ReckonOneLogon.Redirect() in C:\Users\elap\Documents\SourceCode\ReckonProvisioning\QBOnline\ReckonOne\ReckonOneLogon.aspx.cs:153 QBOnline.ReckonOne.ReckonOneLogon.Page_Load(Object sender, EventArgs e) in C:\Users\elap\Documents\SourceCode\ReckonProvisioning\QBOnline\ReckonOne\ReckonOneLogon.aspx.cs:36 System.Web.UI.Control.LoadRecursive() +70 System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint) +3177</pre>
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Mirko, Alum

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Hey Michael,

Thanks for getting back to me, and I'm sorry to hear of the problem continuing.

Clearing the cache (once) generally resolves the problem; there shouldn’t be a need to repeat this process. It sounds that this is a unique occurrence, as there must be something hindering the compatibility with the application, the server and your environment.

I would suggest attempting to uninstall and reinstall Silverlight, as the errors you have posted explicitly mention Silverlight, and ensure you have the latest version of your browser installed.

If this doesn’t work for you, we would need to investigate this further but would require further details from you;
  • Browser (type and version)
  • Operating system (type and version)
  • Access type (e.g. corporate internet, home ADSL, cable etc.)
  • Antivirus (type and version)
Once we have these details from you we will investigate further and provide you with a solution.

Regards,
Mirko

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Michael Ortiz

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Google chrome Version 33.0.1750.154 m
Microsoft WINDOWS 7 home premium (Version 6.1 build: 7601 service pack 1)
ADLS 2 -- Telstra Bigpond
Microsoft security essentials


Well...I've given up, hours wasted at my end, cleaned the whole PC from top to tail and still the same. I have also tried on my PC at work and I get the same. I also tried my sisters and get the same. I've wasted enough time so come the end of this month I'll be trying another software package.

It can't be Silverlight when it is happening on 3 PC's... Windows 7 on two and XP on one another.

I found your program very easy to use, but I need something stable and reliable. How can something work so well one day and not the next

Good bye Reckon One


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Tim Spillman

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I'm not surprised, I may be wrong but I'm thinking it's hosted overseas (as it's IP address points there) and the international connection is intermittent, throwing exceptions (unpredicted exception errors) if this is the case, considering it's targeted at Australian Consumers probably should be hosted in the land of oz. not never never land.
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Andrew Hellier, Employee

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Hi Michael,

We have been trying to get in touch with you to discuss the issues you have been having further via a phone call to no available.

Can you please inform of a time, date and a phone number in a return email to community@reckon.com as to when you are available to talk between 9 am to 5pm AEST. We are certain that we can have the issues you have reported resolved,

Tim – our servers are in Australia and all our data is stored in Australia too.

Cheers,
Andrew

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Tim Spillman

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Well that's good, i was getting worried ( ec2 amazon I guess) doesn't explain the sync errors and popup boxes of regarding not being logged in they were extremely bad all last week, the error above doesnt always mean there is a silverlight problem, which seems to be the standard response. Mime Types on the server or typo's in the source files also cause this, more often than out of date, corrupt installs, some just don't like admitting it.

I hope you 's get it right, I think it has the potential to be a great app for the right target group. But right now to many communication flaws that have rendered it unusable.
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Michael Ortiz

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It seemed to have come back online over the weekend for me, I didn't do anything different and so far stable again on 3 different PC's.
I'm still not to sure though as it's running slower than usual
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Mirko, Alum

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Hey Michael,

It's great that you are no longer experiencing difficulties accessing Reckon One.

We thank both you and Tim for your feedback; as Reckon One is a new and exciting venture for us, we take the feedback of our customers very seriously.

Michael, since our last update, many of our customers have reported the application to be running faster. Should this still not be the case for you, please let us know!

Cheers,
Mirko
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Michael Ortiz

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Well....I think I spoke too soon. Couldn't get on this morning from home. Had to clear the cache again, then it came on
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Tim Spillman

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Off the top of my head I think ctrl f5 or shift f5 reloads a page without using cache in chrome but I don't use it, I guess they updated something and the cache isn't updating.

Maybe they need to shortening the cache expiry time to 2hrs or less. User shouldn't have to clear a cache to get a site to work.