GovconnectAS.exe has stopped working

  • 15
  • Problem
  • Updated 3 months ago
  • Solved
  • (Edited)
When I try and lodge my BAS, and I get to the prefill stage, I press on the prefill button and it comes up with that it was successful, then another window comes up saying GovconnectAS.exe has stopped working. I have tried it a few times and it still happens. I have tried a different browser and it still happens. I am talking to the helpdesk and the guy is currently trying to lodge it at his end. He just tried and it is coming up with the same message...... Any ideas why. This is the first BAS since the upgrade.



~ CLICK HERE FOR LATEST UPDATE
(Moderator edit: 29/6/2018, 10:50am)
Photo of Sarah Nation

Sarah Nation

  • 448 Points 250 badge 2x thumb

Posted 1 year ago

  • 15
Photo of Rav

Rav, Community Manager

  • 61,090 Points 50k badge 2x thumb
Hi Sarah,

Just curious, what was the conclusion of your support call? Has it been escalated for investigation? 
Photo of Sarah Nation

Sarah Nation

  • 448 Points 250 badge 2x thumb
Hi Rav,
Yes it has now been escalated. 
Regards

Sarah
Photo of Alison Gordon

Alison Gordon

  • 190 Points 100 badge 2x thumb
Have you had a solution to this problem yet - it is also doing it to me. Alison
Photo of Sarah Nation

Sarah Nation

  • 448 Points 250 badge 2x thumb
Hi Alison,

Not at this stage, I am hoping it will be soon...
Photo of Rav

Rav, Community Manager

  • 61,090 Points 50k badge 2x thumb
Hi guys,

Just checking in, can you let me know if you're still experiencing this problem today?
Photo of Alison Gordon

Alison Gordon

  • 190 Points 100 badge 2x thumb
Yes, I tried again today and its still doing it. Tried ringing quick books but didn't have time to wait around for the 23 minutes wait time.
Photo of Sarah Nation

Sarah Nation

  • 448 Points 250 badge 2x thumb
Thanks Alison, I had to wait on hold for 30 minutes for my initial call. I wasn't expecting such a long wait...
Photo of Cat Hendry

Cat Hendry

  • 172 Points 100 badge 2x thumb
I'm having the same issue - any resolution yet?
Photo of Alison Gordon

Alison Gordon

  • 190 Points 100 badge 2x thumb
Yes still an issue but they are working on it
Photo of Rav

Rav, Community Manager

  • 61,090 Points 50k badge 2x thumb
Hi guys, thanks for letting me know and I'm really sorry that you're still experiencing this.

We were advised by the ATO that this issue would be fixed yesterday morning however obviously this isn't the case. We're getting back in touch with them in relation to this so I'll let you know as soon as I hear further news.
(Edited)
Photo of Rav

Rav, Community Manager

  • 61,090 Points 50k badge 2x thumb
Thanks for your reports Alison & Cat, although definitely not what I was hoping :(

Cat Hendry - If you also haven't done so already, can I please get you to send me the XML files outlined in my post above from yesterday? (Provided you're using a desktop version NOT Hosted)

Let me know

Cheers
Rav
(Edited)
Photo of Cat Hendry

Cat Hendry

  • 172 Points 100 badge 2x thumb
Hi Rav,

Sorry, I'm not very tech savvy - how do I find the file?
Photo of Rav

Rav, Community Manager

  • 61,090 Points 50k badge 2x thumb
No worries at all Cat, you'll find it in the following directory -

C:\Users\Username\Documents\Reckon Limited\Reckon GovConnect\Instances

It will be named *username.prefill.request.xml*

Just remember, you'll only be able to access this if you're using the desktop range of Reckon Accounts, not Reckon Accounts Hosted.

Check out my earlier post above HERE
(Edited)
Photo of Cat Hendry

Cat Hendry

  • 172 Points 100 badge 2x thumb
I'm sorry, I don't understand where to look for the directory
Photo of Cat Hendry

Cat Hendry

  • 172 Points 100 badge 2x thumb
Just reread your instructions and realised that I'd missed the bit about desktop, not hosted!

I am using Hosted.
Photo of Alison Gordon

Alison Gordon

  • 190 Points 100 badge 2x thumb
It's still not working for me either
Photo of Kerrie H

Kerrie H

  • 2,776 Points 2k badge 2x thumb
We're having the same issue also with the GovconnectAS.exe has stopped working message, have phoned Reckon said 1/2 hour wait but then went through straight away.  My problem is being esculated and advised to try again in a couple of hours.  Hopefully it is working Monday as I need to go home now.
Photo of clikchic

clikchic

  • 290 Points 250 badge 2x thumb
I am having the same issues trying to lodge my BAS with GovConnect. I have emailed the requested files to the email address listed by Rav. I hope this is fixed soon. 
Photo of Rav

Rav, Community Manager

  • 55,696 Points 50k badge 2x thumb
Thank you for your files Robyn, got them and have notified our Hosted product manager of them.

I'll come back to both you and the thread with further news as soon as I can.
Photo of Kerrie H

Kerrie H

  • 2,776 Points 2k badge 2x thumb
It still isn't fixed, Technical Support advised that they expect it to be fixed today and promised to call me back as soon as it is fixed.
Photo of Sarah Nation

Sarah Nation

  • 448 Points 250 badge 2x thumb
It is certainly taking a while for this one to be fixed!!
Photo of Sarah Nation

Sarah Nation

  • 448 Points 250 badge 2x thumb
I tried again this morning also and still the same....
Photo of Rav

Rav, Community Manager

  • 61,090 Points 50k badge 2x thumb
Hi guys,

Can you please try the following -

  • Close out of Reckon GovConnect completely
  • Go into the BAS Config window and change the Month/Qtr on each of the three tabs. Click OK.


  • Then go back in and change the dates back to the correct date
  • Try lodging

Is there any change in the result you're experiencing?
Photo of Sarah Nation

Sarah Nation

  • 448 Points 250 badge 2x thumb
Hi Rav,
I did as you have suggested but still the same...
Photo of Kerrie H

Kerrie H

  • 2,776 Points 2k badge 2x thumb
Thanks Rav, I also tried changing the months, which made no difference.  Exited from Reckon also and tried again but still the same problem.
Photo of Mark Box

Mark Box

  • 292 Points 250 badge 2x thumb
I'm also unable to submit mine using Reckon Hosted. Same error at the prefill stage.
Photo of Peter Quinby

Peter Quinby

  • 210 Points 100 badge 2x thumb
Same problem, desktop version, tried the date change, still no good.
Photo of Sarah Nation

Sarah Nation

  • 448 Points 250 badge 2x thumb
I even unticked the simpler BAS box to see if it would make a difference, but it didn't.... bugger!
Photo of Kerrie H

Kerrie H

  • 2,776 Points 2k badge 2x thumb
Now I keep getting disconnected and cannot get back in past the dashboard.
Photo of clikchic

clikchic

  • 290 Points 250 badge 2x thumb
I have tried changing the months, it made no difference. 
Photo of Sarah Nation

Sarah Nation

  • 448 Points 250 badge 2x thumb
Seems like it won't be fixed today!!
Photo of Kerrie H

Kerrie H

  • 2,776 Points 2k badge 2x thumb
So thank you Reckon, I didn't receive the call as promised yesterday (suprise, surprise) and not even an email to advise what is happening.  How hard is it to keep us informed that you are still working on it or an eta?  At the moment it feels like nothing is happening and your customers are not important, our BAS is now overdue.
Photo of Sarah Nation

Sarah Nation

  • 448 Points 250 badge 2x thumb
Gee now why doesn't that surprise me..... I've given up on it!
Photo of Peter Brown

Peter Brown

  • 512 Points 500 badge 2x thumb
Any sign of a fix yet Reckon ???????
Photo of Greg McCann

Greg McCann

  • 100 Points 100 badge 2x thumb
Yes It is now Jan 2018 and I am experiencing this issue - what is being done to fix???
Read comments re problem with BAS and Reckon System. Still have the same problem here local Reckon person supposed cure for book keeper rate of $120 per hour. Is this the result for the problem ongoing?
Photo of scitty

scitty

  • 146 Points 100 badge 2x thumb

Hi Rav, trying to lodge my BAS. I have zero sales this quarter. I am getting an error message saying "G1 cannot be blank" (Its not blank, it has zero). Please advise

Thanks

This conversation is no longer open for comments or replies.