Hosted Reckon files and drives all disappeared after script error

  • 1
  • Problem
  • Updated 5 years ago
Using Accounts Hosted 2015 r2 via Chrome Browser. Last logged off yesterday at 2pm when it was operating normally.
This morning, logged in to Hosted ok (ie the first screen), then got a script error, (which I am kicking myself that I didn't capture). Following this is did not go to the normal "open a company" window. It acted as if it was my first time logging on & asked what I wanted to do - create a new file or or open or restore an existing one. 
Tried open an existing one. 
There is no Q: (which is where my company file and all other files are stored). 
The B: is empty. 
Of course, I've reported this immediately to support, who also could not see any Q: or files and could not explain how this could be! 
I am hoping it's just a permissions issue, but am very concerned. I do have a backup that is not too old, but would need to re-do yesterday's work, and am awfully uncomfortable with the idea my files could disappear.

Has anyone else had this issue? 
Photo of Wendy


  • 668 Points 500 badge 2x thumb

Posted 5 years ago

  • 1
Photo of Wendy


  • 668 Points 500 badge 2x thumb
The problem has been fixed in that I logged back on and the files have reappeared. I have not heard what the cause was but would very much like to know, as the support person I spoke said it could be something about the way that I am closing out of the program. I went through my process with her, and it seemed fine, so am rather concerned. 
Photo of Reckon FAQs

Reckon FAQs, Employee

  • 10,148 Points 10k badge 2x thumb
Hi Wendy,

I'm glad you are accessing your files again.

I've checked our support records and it appears your user account developed a technical problem that required fixing by our product maintenance team.

It was a bit unlucky it happened to your account but all is well now and you won't have any more access problems like this one.

The problem was with your ability to access the system and not with your company file which should be exactly how you left it.