Has anyone had issues with partnership tax returns freezing at the distribution screen?

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  • Updated 12 months ago
Everytime I get to the distribution screen it freezes. I cannot do anything, I have to Control/Alt/Delete to close the software down, its been like that since last Friday. I spent hours on the phone yesterday with tech support, nothing helped, they told me to try some stuff and call back, I called back yesterday, noone called me, I've called twice today, noone has called back, at the last call they said someone would call me tomorrow. I have a client waiting on these returns to get finance for a property and its now getting a bit desperate. I acknowledge I will get a call back tomorrow but trying to troubleshoot myself as much as I can in the meantime!
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Miriam Bailey

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  • frustrated!

Posted 12 months ago

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Rav, Community Manager

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Hi there Miriam,

Can you please advise which Reckon product you are using and also specify the troubleshooting you've already been through?
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Miriam Bailey

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Hello, I have Reckon Elite (online version). I dont really know what the technicians did, they had team viewer access to my computer and were doing stuff for ages. They did disable my virus software and told me to retry, that didnt work. I have myself deleted the return, re created, re created without rolling forward. Today, I deleted the old client, created the client again from new and created a brand new tax return, nothing works. As soon as it gets to the distribution screen, I press "next" and it freezes. I cannot even close the return down without going via Task Manager
maybe can you reinstall the latest upgrade  from their down  load PAGE
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Miriam Bailey

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Would you mind Chandra, opening up a new partnership tax return and just try to get past the distribution screen, see if its just unique to my system (are you on the cloud version?)
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Miriam Bailey

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i have the online/cloud version - all the upgrades happen automatically
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Annie Deng, Employee

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Hi Miriam, thanks for your question.

It seems that we’ve not yet seen this error message before and may require some in depth troubleshooting. We understand you’ve logged this call previously and did not get the results you wanted. Do you have the support reference number? If not, would you mind logging a call again for us and someone from our Sydney team will get in touch with you.

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Annie Deng, Employee

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I found the reference number 382879
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Miriam Bailey

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Yes thank you Annie, I am just waiting on the call back! 
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Miriam Bailey

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Ok Reckon... this is getting ridiculous, Day 3 and no fix, I had a call back today, no fix, waiting again. 
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Miriam Bailey

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Thank you Bernie from Reckon for solving my issue - in case someone else has it, its an issue with version 4.10 of Citrix, the fix is uninstall Citrix and install the 4.7 version then it works fine