Did you not backup before the upgrade?

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Everyone was advised to backup their files before the upgrade.  Just wondering why some people have apparently not done that - if you had, you would easily be able to retrieve your file and get on with using the program (for those who are saying they can only open an old file, or can't find one at all).  This is the whole point of backups and if you aren't doing them, you can't blame Reckon when things turn to shit and you don't have your most recent file in a safe place.
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dak

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Posted 5 years ago

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Cathy O'Harding

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I didn't know there was an upgrade happening!
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Cathy O'Harding

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I was unaware there was an upgrade of this scale happening! this is absolutely ridiculous! I was sick last week which mean that the last time I accessed the file was to run payroll! I normally do weekly backups but have an accounts person who worked last week so all her work is potentially lost! I can't get into the system after following the instructions to change the password it now won't accept it so I don't even know if the file I found to upgrade this morning is the right file!
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Leisha S

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Cathy, I'm in the exact same boat as you!

Dak, it's easy to point fingers, I agree, but everyone has a different situation.

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Jason Caruana

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I thought part of the fees was that my data was backed up , this is why i changed to a hosted reckon and pay a premium 
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dak

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Really?  I got about ten emails about it, offering webinar sessions, links to hints/tips, general info etc.
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Jason Caruana

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Dak ?? i like many customers believing part of cloud based system is the Backup up features multiple sites , redundant servers etc
 you talk about the emails , i have many email promoting  the " Backup "feature from reckon in teh past ?????
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dak

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I understand that, but when the host itself tells you to perform your own backup prior to an upgrade, you would think most people would take that advice.  (Maybe they knew something!!)
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Cathy O'Harding

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I didn't receive one email ... But then that is clearly an issue also I know my email is on file as I have put it there myself! But there wasn't even the usual warnings on login that there was not only an upgrade but complete system change they put messages at the login screen all the time but not this?! The other issue I have Dak is that I can't even login to the system to find my file! I got in once this morning following all the instructions changed my details as requested now I can't even log in to find out what is going on with my file! That is a bigger issue to me than the file! Oh and btw I have backed up in the past and Reckon have managed to have an issue and I have lost 12mths worth of entry so don't trust that just because you have backed up it is fine! I use a cloud service for a reason so that the file is secure and so that I have have to worry about the security and safety of the backup ... Clearly this is far too hard for Reckon!
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Kara

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how do I restore from a usb
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Janette Hall Houeix

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Same - no emails here!  I received emails about webinars but nothing about backing up or changing my password before the upgrade!!
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dak

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Sorry, when I mentioned emails I was responding to Cathy who said she was unaware of the upgrade, just saying I received many emails about it.  I wasn't referring to backups (which I must have read on here somewhere as I can't see an email about it, either!).
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Jason Caruana

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yeh , i just check =ed my email , no email about back , just the promoting the new " better - faster" system 
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Cathy O'Harding

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From the couple of minutes I was in the system this morning the system isn't "better - faster" just no citrix which was never really an issue anyway! I live in hope that it will actually be better
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Joanne Sedgman

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I did backups and none of them are there either. Been on the phone for an hour


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Cathy O'Harding

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The main reason for using a cloud based accounting that comes with guaranteed secure online backups is the backup service! the point is that you shouldn't have to back up offline that is not the selling point of the package!
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Jason Caruana

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The Point is dak is that the Reckon Hosted was promoted as a system not requiring external backup as it was all taken care of buy them , so your comments to back up external are load of shit

i have been using reckon for 20 years and yes when not hosted had to back up external  

but swapped to hosted , as raised  for the automatic backup features 
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dak

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You're quite entitled to think my comment is a load of shit, but the simple fact is  that if someone has backed up their file externally, they have been able to log in and work as normal after restoring that file (ignoring any login problems etc).  It doesn't matter whether their hand was held to take the steps to back it up, they've done it and it's served its purpose.  So be a dick all you want, but you may not be here if you'd done a backup.

the email that said to backup was only sent on Friday, I didn't actually work on Friday, bedsides backing anywhere other than their system I have found to be impossible to do, and I am not an IT person, I am just a user of their system. I did however do my last backup early July and that is not there either.

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dak

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Linde, in the new version with the upload/download buttons (if you can get in!), you just click on the download button to access the B drive.  The file will then save to your Downloads folder and you can save it wherever you want.

For the old way - http://kb.reckon.com.au//issue_view.asp?ID=4674
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Al Kelly

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I was completely unaware an upgrade was coming, and was absolutely astonished that it happened without notice. I see I'm not alone in this. It is utterly disgraceful, unprofessional and unforgivable. The Reckon management staff should be ashamed of themselves.
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Jason Caruana

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yes , and as yo can see from the them they have stopped giving advice , wish they were honest and just tell us , hey there a problem come back tomorrow , instead they are lying sacks of oxygen thief's 
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Adriana Hewett

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Please don't tell me that they have actually lost all our data? I would think they would have backups of everything??? 
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Cathy O'Harding

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I don't think its totally lost but I'm not confident of that ...
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Joanne Sedgman

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It will be all good. I have several company files for different clients and they are slowly being fixed one at a time. Patience is not one of my virtues but I am learning very quickly. All data is there so far.

 

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Joanne Sedgman

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And I second Linde, backups from my laptop will only work to the Reckon drives and not my own. I have questioned this on numerous occasions.
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dak

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Old way: http://kb.reckon.com.au//issue_view.asp?ID=4674

In the new version with the upload/download buttons (if you can get in!), you just click on the download button to access the B drive.  The file will then save to your Downloads folder and you can save it wherever you want.
(Edited)
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Joanne Sedgman

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In the new version I have no backups there at all now. None. This has been a total disaster. I have 3 files in there to use, 1 is 2 months old, 1 is over 6 months old and the other is several years old. I noticed the upload/download feature on the new program seems to work so as I can save easily onto my computer but that doesn't help me going forward. The best I can do is use the file which is 2 months old and this causes all sorts of problems because this is prior to the payroll year being completed and closed off for the new payroll/financial year. Which means the payroll scales are all going to be wrong. Patience is being very stretched. Doing major upgrades at the end of financial years is probably NOT a good idea. This is the busiest time of year and I have accountants hammering me for information. At the moment I have gone back to basic manual accounting in the hope that this problem is totally backed up to the older version which for me worked quite well.


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dak

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I understand some people can't access current files, I was just addressing your comment that you couldn't work out how to do a backup anywhere except the Q and B drives. 
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Joanne Sedgman

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I do appreciate your notes. Thanks.


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Jason Caruana

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Yes Joanne , have this same problem doing price list updates with export import 
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Seriously WTF

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LOL, we are paying to have our data hosted.

They have to assume responsibility for data security and fidelity.

Of course it helps not  to trust them to be able to run a hosted service, but still, if they cant secure the hosted content then is there any point in using a hosted app ?


and yes I backup almost daily because of Reckon's pissweak performance.

I just think that the fee for hosting should maybe include simple things like hosting data ........

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Jason Caruana

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Yes I agree , considering that make the point on there web site that they have redundant  this , secure that

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