Does anyone know what is going on?

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  • Updated 5 years ago
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So after seeing everyone's disaster day yesterday I chose not to ring the help centre...  Today I have no choice but to ring - I've been on hold so far for 20 minutes.  I can't log on at all - our original password supplied had $ and # in it so now it doesn't work.  I clicked on forgotten password (as instructed in yesterdays webinar) and I sometimes get a message that an email has been sent with a new password but where that email is I don't know!!  Got the lame email at 3.48pm yesterday but since then nothing...  is anybody doing anything??  How long is this expected to be down for?
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Janette Hall Houeix

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  • pissed off

Posted 5 years ago

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Margaret Manchee

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Same thing is happening to one of our use ID. Being put hold at the moment. 

Just reset password but no email with no password yet...
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Tony Green

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Hi Janette. The new word is actually a new username not a password. I thought it was a password too until Tech Support told me otherwise. So you can use the new word (or your ID number) in the username box with the same password you were using. Not that it makes any difference really as I still only get the black screen when I try to log in.
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Janette Hall Houeix

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I tried that but it comes up unknown user name or password.
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Margaret Manchee

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Tony, Try going  to Control Panel and log out remote session and log in again. It works for me.

Cheers, M
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Cathy O'Harding

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Im lucky enough to have been able to login but my file is missing. I have a file that is from May! I have no choice but to sit on in the queue and wait to be answered to log a support call for the file to be retrieved.
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Janette Hall Houeix

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I'm up to 58 minutes on hold now.
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Andrew Hellier, Employee

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Good Morning All,

The connection problems seem to be intermittent this morning.

Please make sure when logging in if you do recieve the black screen just wait 5 minutes as it still may be establishing a connection. If you then get a connection closed\lost error message close the tab, Then click log off (see below) and close the browser completely and try again.



We understand your frustrations and are working on a permanent solution as soon as possible.

Cheers,
Andrew
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Janette Hall Houeix

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I'm through now - wish me luck!
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Margaret Manchee

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Good luck, Janette!
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Janette Hall Houeix

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No black screen, I can't even log in!! - please don't say that problems are intermittent - not when you read everyone's messages on there!
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Cathy O'Harding

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I got through had to log that my file was still missing I live in hope it will come back soon.
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Janette Hall Houeix

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So I finally got through!!  I can log one user in but my tab is now a backspace button and I've got issues with invoicing and trying to add fields...  Other user just gets a black screen.
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rachel

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Cathy I had the same problem - information for my file is back from May when I last worked on my file Saturday to bring it well up to date of August.

I was on phone to customer support for 1 hr 48mins and they could not locate a current file - it has been escalated but could take a further 2 days for IT to look at it and make contact.  In the meantime I have been advised not to even work on the company file I have which is out-dated (I was hoping I could do 'dummy' invoices from here to at least get them to customers - but was advised not too)

So it is back to just waiting - another 2 days!

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Gwenael Leculier

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So is that the latest news, it si going to take 2 days to sort this out? I have opened a company file yesterday but it seems like everyone that is was from back in May.  Will they restore the current file? This is a bad look for my customers (and reckon especially)

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