Hosted Login Issues

  • 11
  • Problem
  • Updated 5 years ago
  • Acknowledged
Archived and Closed

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Login Issues are being reported by users this morning and are currently being investigated by our IT Team.

My apologies for the inconvenience this is causing you and appreciate your patience.  


regards,
John
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Reckon FAQs, Employee

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Posted 5 years ago

  • 11
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Sandra

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John this is absolutely unacceptable. This happened last week as well. We cannot afford these delays. Unless Reckon sorts these problems out I by the end of the year, I will be looking for a new accounting package. All users should be given their money back for this year's subscription as it has been fraught with problems & completely unreliable, Very very unhappy with this product.
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colin huddy

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You won't even recognise my account ID so how do I get some service.  Why are you so incompetent?
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Mike Schurmann

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upgraded to R4 2 weeks ago  click on R4 and said I'm using a newer version than R4 is there an R5 WTF!!!now wont login
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Mirko, Alum

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Colin - if it's not registering your ID try QBI\ and then your user ID number i.e. qbi\123456-1.

Mike - try going into control panel remote disconnecting your sessions and trying again.
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John G, Information Support Analyst

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Update 10:55 am

Users will experience slow logins this morning.  Please allow up to 15 mins for the application to load.  Login times will gradually improve throughout the day. 

We apologise for the inconvenience caused.  

regards,
John
(Edited)
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Debbie

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I have been on the computer trying to log in for the past 30 mins.  This is unacceptable.  Maybe they should try and upgrade on a Friday night instead of a Sunday.Do they realize that it is the end on month and most business need to get there statements out.
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Tiffany Burness

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I am about to loose my Sh#*t, we are so busy and have not been able to access our file at all this morning, nor can any of my employees! This needs to be fixed NOW! No more excuses, this is costing small business's thousands in down time and now my workload is rapidly backing up and causing stress and delays throughout the entire business. FIX IT
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Priscilla Ognenis

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John does this mean that each time there is an upgrade that we will have login issues?  This happened recently.  Maybe that is what needs to be looked at.  There needs to be a permanent solution to the supposed server issues we keep having whenever there's an upgrade, and as Debbie mentioned above, do this on a Friday or Sat night so we don't have the Monday morning problem.  When it works it works well, but we cannot afford to keep having these issues on a VERY regular basis.
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Tiffany Burness

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This is all that i am getting, i can not even login to upgrade the file for the other users - can we get some answers?
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ivan lawrie

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OK so we have wasted half a day with people standing around doing nothing here. I am totally over your system guys, its getting a bit ridiculous....if i wasn't sitting here in hope that it will magically start working i would have sent people home already. 
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Jo Laundry

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It is just ridiculous!  I wait and wait for the login process to happen, when I do finally get through to the last login it is telling me that I am already logged in.  I am the only one who has access.  I have checked and I am definitely not logged in.  As anyone has had this problem too?  It's driving me nuts...I'm only in the office 2 days and I've now already wasted half of that...
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Sarah Bradley

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HI, this situation is frustrating.  Why was this upgrade done at EOM? Why wasn't it communicated beforehand? An email at 9:39am this morning on it is far too late.  I've been unable to use the system all morning and unable to do the EOM processing.  I *think* i've upgraded to the new version but of course now cannot get onto it using a normal user to verify it.  
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Priscilla Ognenis

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I have just been told by one of my other users that as he could not log in on R3, he decided to log in on the new R4 launch tab.  If it was me I would have backed up my file & gone through the normal channels to upgrade, but he has used the R4 button to launch the program without knowing or asking first, he says that all the invoices are there as normal.  Would this have affected any of the figures from the R3, and will all the totals match in both?  If not, what's the best course of action (esp while we can't log in)
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Nikki Addison

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Well I am calling it time and game! have tried for over a hour to log in and update no luck. Very frustrating.At least I know there is no grey matter with you guys, when its working it work really well. but when its not well i have a few choice words that really dont need to be repeated. 
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Tiffany Burness

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I am in! Finally!!!!
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Bruce Frame

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Is it lonely?
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James

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Everytime there's an upgrade or change, there are significant downtime issues, quite apart from the day to day login issues & slowness. I think either the platform is so badly designed that it doesn't cope with upgrades or the programmers are that incompetent or both. Methinks it is time for a class action if no compensation is forthcoming.
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Ashley Joyce

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I can't log onto the system at all this morning...this is the screen that loaded after a while.
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Chris Mil

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I have tried logging in for hours, not minutes.
I wonder if the "other" QuickBooks does a better job with its hosting services.
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John G, Information Support Analyst

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Hello Everyone,

Thank you for your patience.  Users are still experiencing delays logging in and our IT team are working on the issue.  If you encounter the black screen you are not far away, so please wait a few minutes longer for the connection to establish.  

Regards,
John
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Daniel Hutchinson

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I am also getting sick of these problems - I foresee a class action and a change in software ahead.
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John G, Information Support Analyst

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Thanks for your patience everyone,

The login system has responded to changes made by our IT team and login times have been substantially reduced.  They should continue to reduce over the course of the day.  We suggest you attempt to login again now.  

regards,
John
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danlew

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John,

When you're finished putting out this fire, it would be helpful if there were a status page or some quick way for us to find out of the problem is at your end or ours.

If this already exists, point me to it as logging into this forum and reading everyone's hysterics isn't the most efficient.

I do note that we were asked to provide a mobile number some time ago to receive SMS updates. Never received one, so not sure if that project was continued but you'll appreciate this is a pretty critical system for some people (especially on pay day).

Thanks for your candour. Shit happens, but it's pleasing when vendors own up to it.

Good luck.
(Edited)
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Jo Laundry

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This reply was created from a merged topic originally titled User Ticket Not Found...what is this???.

Finally I get in and do one small thing....I am then logged out by your system.  Only to be told by the system when I try to log back in that my USER TICKET IS NOT FOUND....really not happy Reckon.  Does anyone in the community have any suggestions on how to get rid of this.  Thanks
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Priscilla Ognenis

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Why not try calling them direct so they can sort it over the phone, or see if one of the tech guys will answer you here.  Good luck :)  PS that should be a FREE call to support, I have their number saved in my phone now.
(Edited)
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June

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This reply was created from a merged topic originally titled Log in issues.

I haven't been able to log in all morning. Done the normal task of resetting etc. I have one question for Reckon, WHY does this happen at the beginning of the month when all your users have deadlines and timelimites to send out their sale invoices. Time for Reckon to take responsiblilty and assure their users that this isn't going to continue and start to give us the service we have paid for. A good starting point would be to give us all, the next year subscription for free or may be as a group we all should go else where? Where would your company be then. Only three months left in our financial year so the timing is excellent to make the change.
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Karen

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This reply was created from a merged topic originally titled can't log in R3.

i cannot log in today, into R3,  tried chrome and safari, cleared my browser history. Restarted computer. Anyone else having an issue? 
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Samantha Kean

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This reply was created from a merged topic originally titled Cannot log in - it terminates the attempt.

I have now been trying for 45 minutes to log on. Repeatedly I sit waiting patiently and then it terminates the screen.
This is just not acceptable anymore.
Roll back or sort it out immediately please.
I just don't understand how there can be such catastrophic issues if these upgrades are tested properly.
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Kevin

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This reply was created from a merged topic originally titled We have recently renewed for further 18 mths registration, opened qb today had ER....

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