Hosted Service Disruptions: 27/09 & 01/10

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Please be advised, as a result of security updates from our Australian based infrastructure partners Amazon (AWS), there will be two service disruptions to Reckon Accounts Hosted over the coming days.


These outages have been scheduled to provide minimal disruption.


The dates of the outages are Saturday 27th September from 4am to 8am and Wednesday 1st October from 4am to 8am (AEST).


The team at Reckon and our partners at Amazon treat security and performance as our top priorities.


We apologise if any inconvenience is caused to yourself or your clients as a result of these disruptions to service. Normal service will resume after each outage and going forward.


UPDATE - 8:30am 28/09: Maintenance performed by Amazon was completed at scheduled time. Testing has been performed by our IT and Development teams prior to Hosted going live again at 8am. Thanks again for your patience. ^Mirko


UPDATE 2 - 2:15 PM 30/09: Hi all, we're almost there! This is a friendly reminder that the second AWS Security Update is scheduled for tomorrow morning (1 October 2014) between 4:00am to 8:00am. ^Mirko

UPDATE 3 - 5:00 PM AEST 30/09 - This outage will also affect NZ customers as the outage is a result of Amazon (AWS) performing upgrades. Amazon host the infrastructure (servers) that Hosted runs off and all data files are stored on. This means that NZ will also be affected. I apologise for the above communication not being clear on this factor. I will update it accordingly. I'm also sorry for the late notice you have receive that you will not be able to access Hosted from 7am to 11am NZ time as a result of this.

UPDATE 4 - 8:58AM AEST 01/01  -   First of all apologies to all. This outage was scheduled by Amazon (AWS) who are run the infrastructure (servers) for the Cloud environment. The purpose of the update was a Security Update. Amazon, like ourselves treat Security and privacy with the utmost priority. I apologise again that this has gone into over time. Our IT team is looking into this matter as a priority. I will update you all in 15 minutes. Thanks for your patience. ^Mirko

UPDATE 6 - 9:40AM AEST 01/01: Hosted AU is up and running. Our IT team is still working on getting NZ operational as soon as possible. We apologise if any inconvenience has resulted of this outage, and understand your frustration.
Your feedback will be passed on to our Contact with AWS advising of the effect updates on the first of the month have. Thank you for your patience.
NZ Users – Please check here for further updates.
AU Users – Please note that Hosted AU may be a bit slow initially due to the amount of customers that will log in simultaneous now.

UPDATE 11:30AM AEST | 01:30PM NZDST :
AU - Please be aware AU Hosted is up and running. Due to high demand some users are experiencing long periods to login. If you are experiencing black or white screen, please try to log in again in 10 to 15 minutes.
NZ - We understand there are still significant issues and we will keep you updated as information comes to hand from our Tech Team. ^Mirko

UPDATE - 10:55 AM AEST | 01:55PM NZDST
AU - Number of active users logged in is climbing constantly. Prior messaging still stands.
NZ - Our Tech Team are still investigating and hope to have a final resolution around the corner. We will be able to provide with a clearer update in the next half hour.

LATEST UPDATE - 11:11AM AEST | 02:11 PM NZSDT 01/10/2014 :

AU - Number of active users logged in is continuing to rise. We are dealing with isolated cases.

NZ - Please be aware Hosted NZ has gone live. As with AU customers logging in may be a bit slow initially due to the amount of customers that will be simultaneously attempting to login. If you are experiencing black or white screen, please try to log in again in 10 to 15 minutes. Thank you for your patience and understanding. If there is any further information to pass on going forward it will be passed on via this thread.
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Mirko, Alum

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Posted 5 years ago

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Steffi

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Hello Mirko,
I know i am responding on this post, but I need help now. I want to know why it is that every single time I HAVE to update my software, I face a problematic rigmaroll of trying to restore a backup copy so I can use Reckon again. I am sick and tired of this. It should be so easy to do, yet it is not and I am getting MAD AND FRUSTRATED. I have turned off the firewall and also the antivirus. Can you please let me know what to do !!!!!!
Thank you.
Stephanii
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Mirko, Alum

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Apologies for my complete oversight. The times mentioned as AEST. I will update the above message to reflect this and help others.Thank you for raising this with me, it's greatly appreciated. ^Mirko
(Edited)
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Cathy

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Not happy with this at all.... I've been having trouble with Reckon since the new change.  I was using Firefox and was told to only use Chrome and now Chrome isn't working for me. I have the same issues I had with firefox.  Please fix or I will have a refund and find another book keeping software. It's just not good enough.!!
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Michael Temme

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I know how to fix all of your problems, switch to XERO, I DID AND IT FIXED ALL THE PROBLEMS I WAS HAVING WITH BLOODY Reckon
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Mirko, Alum

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Hi Cathy, thanks for raising your concerns with us. Could you please start a new thread and list your concerns in more details and I'll get someone to look into it for you. Thanks, Mirko.
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Nick Gatsios

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Hi Mirko, these outage issues are starting to cause me significant grief and I have to say I am starting to regret moving to this on-line system. I have 2 medical practices with another planed and every time this happens I can't process payments I can't do anything. In other words you force my business to not be compliant with our regulators and that is just not acceptable. Furthermore you fail to compensate your users in any way which infuriates. When will we be back on line?? Nick
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Graham Wangman

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Hi, I note your service disruptions for 27/09/14 and 01/10/14, however when trying to log into accounts hosted this morning I am receiving simply a black screen with the clipboard icons on it, it's not flowing through to be able to open a file and and work as the screen is simply black. I am using the latest version of Mozilla Firefox as it has in the past been the most stable with Reckon Hosted for me. Please advise asap.
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Kelly Day, Accredited Partner, Accredited Partner

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Clear your browsing history and you should be fine

Regular clearing of browsing history will assist with speed issues  - we went from system running like treacle on a cold day to lightening speed - hope you experience the same results

Cheers,

Kelly Day
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Vivien Atcheson

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Thanks Kelly,
I'll give it a shot!
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Tom Sainsbury

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NZ are still down, why choose the 1st of the month to take the system down?
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Mirko, Alum

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Hi Graham, sorry to hear you have had troubles with Firefox on Monday. Are you still receiving the black screen? Have you tried a browser reset? (clear cache etc). As Hosted now runs through the browser, the cookies and temp files can impact on performance. Do other browsers receive the same black screen? thanks, Mirko.
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Gregory Sernack

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I also am receiving a black screen and have so last three days and previously, Mozilla Firefox or not have been having trouble last three months, no other browsers have same black screen,
Gregory
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Mirko, Alum

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Thanks for that update Gregory, I will pass this onto our tech and development teams to look into.
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Graham Wangman

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Hi, just advising that my settings are set to clear the cache and the history every time i exit Mozilla's browser. I have been able to log into today, thank-you, however I do find the site now incredibly slow. Hopefully planned the service disruptions are for the purpose of making the whole site a lot faster as well as any other planned fixes

Regards

Graham
(Edited)
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Mirko, Alum

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Thanks for updating me on your situation Graham and I'm glad to hear you have been able to get things working. I will pass on your speed concerns to our Development team. Have you tried contacting the tech support team to look into any possible troubleshooting steps? One that I've seen great results with is permitting security exceptions for www.reckon.com 
and www.reckon.com.au and resetting browser on a regular basis. As Hosted now runs through the browser, the performance of the browser itself can have a bearing on the overall performance. ^Mirko
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Mirko, Alum

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UPDATE 2 - 2:15 PM 30/09: Hi all, we're almost there! This is a friendly reminder that the second AWS Security Update is scheduled for tomorrow morning (1 October 2014) between 4:00am to 8:00am. ^Mirko
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Kay Smart, Accredited Consultant, Accredited Partner

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Hi Mirko

Does this apply to New Zealand ?  If so are you telling us we will be out until 11am ?

Thanks
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Mirko, Alum

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Hi Kay, thanks for your contribution. The outage is a result of Amazon (AWS) performing upgrades. Amazon host the infrastructure (servers) that Hosted runs off and all data files are stored on. This means that NZ will also be affected. I apologise for the above communication not being clear on this factor. I will update it accordingly. I'm also sorry for the late notice you have receive that you will not be able to access Hosted from 7am to 11am NZ time as a result of this.
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Keri Jackson

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It would have been great to know that this was going to effect us in NZ as we have several staff turned up to work to use Reckon Online and they now have nothing to do until 11am.  Not really good enough, an email should have been sent out several days ago so we could have planned for this.  Also as the first day of a new month it is usually the busiest time for us getting our end of month invoices done.  Next time it would be great if you consider the timing and notice given.  As 11am almost half our work day has already gone!  And I'm assuming that you are not going to pay our staff for being unproductive!
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Nicky Morgan

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Agreed - very frustrating and the note at the top of the login screen is easily overlooked.  An email would have been appreciated.  Just because it is in the early hours of the morning for other areas, it affects us NZers significantly.
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Habbizare

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Mirko,

Are the upgrades on schedule for users to login at 8am AEST? This is an inconvenience being the 1st of the month for our company & what is the contingency plan if the planned completion time goes over? Fair to say you might have a few payroll officers on the line wanting answers.

Cheers

Mark

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Christine Ottaway

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OMG to do this on the 1st of the month - how ludicrous, doesn't the convenience of the paying customer count ????
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Parround

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and 11:00 passed still not able to work. another very unhappy kiwi. send me the name of the nimrod who decided 1st of the month was a good time for this project
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Vivien Atcheson

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Clearly a self absorbed nimrod who needed something to fill his time sheet .. hmmm could also be someone from OS where their standards/practices/acceptable levels of customer service differ from our own???  Just a thought....
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Gary King

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how are we progressing -- 1st of the month and end of month are no go dates in future guys!!!
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ANDREW EVANS

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Think Its time for a new accounting system or at least go offline like the good old days..
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Malcolm Brown

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i am still waiting this is just stupid. 1st of the month come on now!!!
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ANDREW EVANS

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8:12 and no working, 1st of the month you guys are F****D !!!!!
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Gary King

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11.20 in NZ Andrew
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Malcolm Brown

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And we are still waiting!!
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Nicky Morgan

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tick tock ...  $$$$ being wasted here .... come on Reckon - an update please? 
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Jellicoe Design

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11.24 NZ - still not coming online! :( Hurry up please....
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dje

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Why are you performing updates on the 1st of a new calendar month ?

 Do you not realise that almost everyone one of your customers will be trying to close of the prior accounting period ?

Considering the last 3 disastrous updates caused up to 3 days downtime in our busiest account period ... I am sorry but this is happening far to often

   

 

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Vivien Atcheson

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Maybe the people making this ridiculous decisions need to get out there and actually use their software in the "real world" !! This is an Accounting Package!!! Month end... what month end?? How is that relevant ... maybe Reckon need some training in basic business practices!!  Grrrrrrrr!!
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Kerri

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Just called customer service and I was told to just wait for it to work, no time frame given! Disappointed, 20 mins of wasted time!! 
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Aimee Fitzjohn

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Why can we still not log in?  I have been at work now for the last 3 hours not able to do what I should be, and still 20 minutes later it is not up and running?  sort it out......
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Gary King

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come on guys, flagged this day to sort stuff out in the morning then spend time with kids on holidays this afternoon - !!!
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ian kennedy

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1st of the month, a new quarter, with a 4am start??
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Gary King

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who do i send the invoice for lost time, staff costs etc to?
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Kerri

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Do we get an update or is this just part of your bad customer service!?


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Stacey Parker

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Oh my goodness, the frustration I feel with Reckon these days, I really can not describe!!!
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Nicky Morgan

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Ok ...  a work colleague has managed to log in however I am getting a 'site undergoing maintenance' screen now.  HOW MUCH LONGER??? Australians - you have nothing to complain about - it's now 11.50 am, so almost 4 hours of no work!
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Vivien Atcheson

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Nicky,
most of us are just getting started - I didn't even know about this latest outage! After the last debacle ... I refuse to sit here and try to log in every 10 minutes ... wouldn't you think they could email us when it's all happening again? "Just shut everything down and try again in 20mins" is no longer an acceptable response to me. This package is supposed to increase productivity - not bring everything to a screeching halt again!!!  Super frustrated!!!
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Carol Bradford

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Yes, able to empathise and understand your frustration completely. Some basic customer service: keeping the paying client informed and avoiding outages at crucial times/dates do not seem to much to ask for.

I hope it's up and running very soon - particularly for you, Nicky!
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Kelly Day, Accredited Partner, Accredited Partner

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Clear your browsing history and you should be fine

Regular clearing of browsing history will assist with speed issues  - we went from system running like treacle on a cold day to lightening speed - hope you experience the same results

Cheers,

Kelly Day
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Vivien Atcheson

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Mirko,
Am I to take it that we don't receive email notifications for outages any longer? The first that I knew of the latest outages was this morning when my staff and I were unable to log in! We have the log in area saved in our browser as we have the need to log in several times a day and often when a customer is on the phone ...
Also, please stop doing updates at month end ... this is after all an Accounting Package and these times of the month are crucial ... I have come in early to get things done - and don't have anything!!  Please ask your people to re-evaluate "minimal disruption" ... weekends and time slots that allow for late finishes eg. if they start at 1.00am with a scheduled finish at 4.00am it still gives your tech guys a couple of hours to get whatever has gone wrong sorted before most offices re-open.
Thanks for your consideration. Going to go and run some errands now as my office activities are dead in the water again!
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Malcolm Brown

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just spoke to Tech Support and they said 10 to 15 mins then it should be good....Watch this space, im not hopeful

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