Has Reckon Hosted crashed???? I cannot even get to the login page it times out each time!

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  • Updated 3 years ago
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Login page will not load 
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Kerrie H

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Posted 3 years ago

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John Zhang

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I have the same issue this morning
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Ifti, Product Manager

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UPDATE - 9:55am
Hi everyone,
We are receiving reports of successful logins from users. If you're unable to access Reckon Accounts Hosted, please try accessing the login page here - https://hosted.reckon.com/RAHV2/ReckonAccountsLogon.aspx
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zeus1966 .

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Me too! 


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Ifti, Product Manager

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UPDATE - 9:55am
Hi everyone,
We are receiving reports of successful logins from users. If you're unable to access Reckon Accounts Hosted, please try accessing the login page here - https://hosted.reckon.com/RAHV2/ReckonAccountsLogon.aspx
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Karen

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me too. Was 'in', got booted off, now nothing.
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Ifti, Product Manager

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UPDATE - 9:55am
Hi everyone,
We are receiving reports of successful logins from users. If you're unable to access Reckon Accounts Hosted, please try accessing the login page here - https://hosted.reckon.com/RAHV2/ReckonAccountsLogon.aspx
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Mark Hume

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Not happy, I have 2 staff doing nothing!!!!!
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Ifti, Product Manager

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UPDATE - 9:55am
Hi everyone,
We are receiving reports of successful logins from users. If you're unable to access Reckon Accounts Hosted, please try accessing the login page here - https://hosted.reckon.com/RAHV2/ReckonAccountsLogon.aspx
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John Zhang

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I loged in, just wait a little bit longer.
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Kerrie H

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I was able to login first thing, then booted out and I have been persistently trying for the last 1/2 hour, still timing out!
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John Zhang

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Perhanps I am just lucky
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Ifti, Product Manager

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UPDATE - 9:55am
Hi everyone,
We are receiving reports of successful logins from users. If you're unable to access Reckon Accounts Hosted, please try accessing the login page here - https://hosted.reckon.com/RAHV2/ReckonAccountsLogon.aspx


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Melissa

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I have been waiting over 30 minutes, tried different browsers but still nothing!
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Tony

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Has Reckon acknowledged that there is a problem? If they haven't it's about time they did!
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Ifti, Product Manager

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UPDATE - 9:55am
Hi everyone,
We are receiving reports of successful logins from users. If you're unable to access Reckon Accounts Hosted, please try accessing the login page here - https://hosted.reckon.com/RAHV2/ReckonAccountsLogon.aspx
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Rav, Community Manager

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Hi guys,
We're looking into the issues with Reckon Accounts Hosted as we speak.

I'll update the thread with more info as soon as I can.

Apologies for the inconvenience caused this morning.

Rav
Possible COMMS outage for VIC customers too ....  (if on 3G/4G Telstra services)

There may be Amazon outages (as Rav is looking into),  but also there are local issues for VIC Internet users.

Depending on 'WHERE' you are in Australia, there is presently a Telstra outage.  Here in Melbourne it is because of the major storm that hit the bay at 7AM and second wave coming through now.   

Compare a traceroute from your location to the target RAH site.  Her's the ping that shows the address.

root@absvenom:/home/gaz# ping hosted.reckon.comPING rah-provi-elbfepro-17pt188fd2t12-1156326672.ap-southeast-2.elb.amazonaws.com (52.62.46.196) 56(84) bytes of data.
^C
--- rah-provi-elbfepro-17pt188fd2t12-1156326672.ap-southeast-2.elb.amazonaws.com ping statistics ---
14 packets transmitted, 0 received, 100% packet loss, time 13103ms

root@absvenom:/home/gaz# 








Consider the "WAN" environment, pertinent to your site:  See traceroute in action at this article

https://community.reckon.com/reckon/topics/common-internet-wan-environment-issues-solved-through-rec...


Gary Pope
m: 0408994799 
e:  gaz@alchester.com.au
An Accredited Partner- Consultant (VIC. Aust)
http://www.alchester.com.au/reckon-ac...
"Working with Accountants/Bookkeepers PPs/APs, as an
     independent IT Professional and retired FCPA Accountant"
(Edited)
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Karen

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Thank you Gary. Telstra is working fine here in Melbourne for me. 
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Ifti, Product Manager

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UPDATE - 9:55am
Hi everyone,
We are receiving reports of successful logins from users. If you're unable to access Reckon Accounts Hosted, please try accessing the login page here - https://hosted.reckon.com/RAHV2/ReckonAccountsLogon.aspx
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43midget .

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I am in south west QLD, all other internet sites are working for me - only the most important one for our business is not. Do we have an update please?
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Ifti, Product Manager

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UPDATE - 9:55am
Hi everyone,
We are receiving reports of successful logins from users. If you're unable to access Reckon Accounts Hosted, please try accessing the login page here - https://hosted.reckon.com/RAHV2/ReckonAccountsLogon.aspx
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Kerrie H

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I am finding my internet is working for most pages, but besides Reckon I have one other site which would not load.  Darn you Telstra!
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Ifti, Product Manager

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UPDATE - 9:55am
Hi everyone,
We are receiving reports of successful logins from users. If you're unable to access Reckon Accounts Hosted, please try accessing the login page here - https://hosted.reckon.com/RAHV2/ReckonAccountsLogon.aspx
Thanks Karen.  Looks like the mischief is at HOP: 11.  when we compare "NOW" versus the blueprint article:

https://community.reckon.com/reckon/topics/common-internet-wan-environment-issues-solved-through-rec...



root@absvenom:/home/gaz# traceroute hosted.reckon.com
traceroute to hosted.reckon.com (52.62.46.196), 30 hops max, 60 byte packets
 1  gw.lan (192.168.202.1)  0.160 ms  0.174 ms  0.198 ms
 2  172.18.210.13 (172.18.210.13)  19.067 ms  20.512 ms *
 3  172.18.68.129 (172.18.68.129)  24.438 ms  24.680 ms  25.819 ms
 4  bundle-ether4.win-edge901.melbourne.telstra.net (203.50.76.10)  26.810 ms  27.815 ms  29.267 ms
 5  bundle-ether11.win-core10.melbourne.telstra.net (203.50.11.107)  31.197 ms  31.652 ms  34.419 ms
 6  bundle-ether12.ken-core10.sydney.telstra.net (203.50.11.122)  49.186 ms  45.558 ms  47.574 ms
 7  bundle-ether1.ken-edge901.sydney.telstra.net (203.50.11.95)  49.042 ms  31.372 ms  32.604 ms
 8  ama1663225.lnk.telstra.net (165.228.50.190)  31.334 ms  32.729 ms  33.836 ms
 9  * * 52.95.36.80 (52.95.36.80)  123.572 ms
10  52.95.36.107 (52.95.36.107)  114.769 ms 52.95.36.139 (52.95.36.139)  116.727 ms *
11  * * *
12  * * *
13  * * *
14  * * *
15  *^C
root@absvenom:/home/gaz#


a.  We're not seeing the THREE alternative routes at HOP: 10
b.  We're not seeing the final landing IP at HOP:  11  (which was the blue print WORKING scenario)


(here's the difference from a working environment)
10  52.95.36.89 (52.95.36.89)  43.132 ms 52.95.36.57 (52.95.36.57)  43.643 ms 52.95.36.105
          (52.95.36.105)  44.644 ms
11  54.240.192.107 (54.240.192.107)  47.619 ms  51.749 ms  50.064 ms
12  * * *          (target reached, but silent echo)


Gary
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Caspers

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an hour and a half of trying to load the page and still not getting anywhere...... Good start to Friday NOT
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Ifti, Product Manager

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UPDATE - 9:55am
Hi everyone,
We are receiving reports of successful logins from users. If you're unable to access Reckon Accounts Hosted, please try accessing the login page here - https://hosted.reckon.com/RAHV2/ReckonAccountsLogon.aspx
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Rav, Community Manager

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UPDATE - 9:30am

Hi everyone,

Preliminary investigations have found that there is no underlying issue with the Hosted program itself. The team are continuing investigation on the cause.
RAV: 

Another observation is that the heartbeat test for API links is also hanging, waiting for a response via the Reckon Identity Server:    https://api.reckon.com/RAH/Heartbeat


But Im curious why we can't observe the usual three (+)  IP's of the load-balancing servers at AWS at hops 10+  in the comparison above.

Gary
(Edited)
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Kerrie H

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I have been able to login again now.
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Ifti, Product Manager

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Hi Kerrie,

Thanks for your confirmation.

Cheers,

Ifti

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Rav, Community Manager

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UPDATE - 9:55am
Hi everyone,
We are receiving reports of successful logins from users. If you're unable to access Reckon Accounts Hosted, please try accessing the login page here - https://hosted.reckon.com/RAHV2/ReckonAccountsLogon.aspx
Rav:  all good again.  API and RAH both up now.

Gary
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Rav, Community Manager

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Great to hear Gary!

Thanks for letting me know :)

Cheers
Rav
Rav

For the record,  you'll notice HOP # 9  now has the THREE load-balancers back in action at the end of the day, once Amazon services were restored.  PLUS there i no longer that timeout overloading of the failing HOP 9 during the incident of this morning, in my previous POST to the forum.    These tools are really easy to run on most Operating System environments to help diagnose where the issue is, for clients.


root@absvenom:/home/gaz# traceroute hosted.reckon.comtraceroute to hosted.reckon.com (52.62.46.196), 30 hops max, 60 byte packets
 1  gw.lan (192.168.202.1)  0.170 ms  0.184 ms  0.211 ms
 2  172.18.211.13 (172.18.211.13)  18.254 ms  18.971 ms  20.144 ms
 3  172.18.67.129 (172.18.67.129)  21.644 ms 172.18.67.137 (172.18.67.137)  22.851 ms  24.239 ms
 4  bundle-ether4.lon-edge901.melbourne.telstra.net (203.50.76.2)  25.948 ms  27.233 ms  28.455 ms
 5  bundle-ether10.exi-core10.melbourne.telstra.net (203.50.11.109)  31.611 ms  33.580 ms  33.680 ms
 6  bundle-ether12.chw-core10.sydney.telstra.net (203.50.11.124)  48.618 ms  49.139 ms  50.317 ms
 7  bundle-ether1.chw-edge901.sydney.telstra.net (203.50.11.99)  50.543 ms  31.753 ms  32.126 ms
 8  ama1663432.lnk.telstra.net (165.228.50.194)  33.742 ms  35.482 ms  37.394 ms
 9  52.95.36.82 (52.95.36.82)  43.747 ms 52.95.36.50 (52.95.36.50)  44.658 ms 52.95.36.114 (52.95.36.114)  51.651 ms
10  52.95.36.59 (52.95.36.59)  41.944 ms  42.923 ms 52.95.36.27 (52.95.36.27)  45.124 ms
11  54.240.192.109 (54.240.192.109)  45.145 ms  45.895 ms  47.648 ms
12  * * *
13  * * *
14  * * *
15  * * *
16  * * *
17  *^C
root@absvenom:/home/gaz# 



Cheers!


Gary

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