Hosted Standard Outage

  • 9
  • Problem
  • Updated 5 years ago
  • Solved
  • (Edited)
Archived and Closed

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Hi All,

There is currently issues with Standard Hosted logins. An error is appearing stating 'certificate expired'.

Our IT team is aware of this and is working on it now. We look to get everything resolved ASAP.

I will be updating this thread once any news has come my way.

Apologies if any inconvenience has occurred and I thank you for your patience in this matter.

Thanks,
Mirko.

Update: as at 12:30pm, IT are still working on this matter. No timeframe has been provided to me, but a fix is being worked on as a priority. Will advise once resolved or I know more.

3:30pm, apologies for the lack of updates in the last few hours. IT is still working on this issue and hope to have a resolution shortly. Apologies for any inconveniences caused. I hope to have good news shortly.

10.45pm, IT have advised issue has been resolved. Please try to logging in again.

NOTE: If you have any difficulties please try clearing your browser's cache/cookies and try again. If you still have trouble please let me know.

Thank you for your patience during this matter.

UPDATE: Sunday 11:15am -

As the certificate issue is still affecting some customers, since contacting IT, I've now been advised by our IT Team that they are still looking into this matter again

5:30pm AEST: IT have advised that problem preventing logins has been identified, isolated and resolved. If you are unable to login.

I again thank you for all your feedback throughout the weekend and apologise for any inconveniences and frustrations you may have experienced.
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Mirko, Alum

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Posted 5 years ago

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John Higham

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Mirko,

You advertise and sell your product on the basis of 24/7 access. The only way you can justify that claim is by providing 24/7 technical support to rectify problems. Please conform that your people are working 24/7 on rectifying this "outage". There seems to me to be sound grounds for a class action for false advertising. Dealing with this "outage"  "Once I am back in the office on Monday" is not consistent with providing 24/7 access.

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Mark Dean

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I am ready to support a class action
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PedroF

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I want to know as someone that does work on systems such as these, why it takes so many hours to replace the certificate. Probably waiting for someone to generate a purchase order to do it, oh wait, the systems down...

Now getting this error trying to get on trying to logon
Runtime Error Description: An application error occurred on the server. The current custom error settings for this application prevent the details of the application error from being viewed remotely (for security reasons). It could, however, be viewed by browsers running on the local server machine.

Details: To enable the details of this specific error message to be viewable on remote machines, please create a <customErrors> tag within a "web.config" configuration file located in the root directory of the current web application. This <customErrors> tag should then have its "mode" attribute set to "Off".

<pre>&lt;!-- Web.Config Configuration File --&gt; &lt;configuration&gt; &lt;system.web&gt; &lt;customErrors mode="Off"/&gt; &lt;/system.web&gt; &lt;/configuration&gt; <br></pre>
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Jo Rasche

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Mirko, please confirm for all concerned - there is NO issue with the security of our data held with Reckon. This 'certificate has been revoked - and is not safe to use' message we are receiving - I have now been told by an IT specialist is a concern. These certificates are issued to ensure the safety of our data? correct? - this 'certificate' then identifies us and our computers via the gateway, so we are then 'authorised' to log in to the system? correct? (knowing my wording may not be technologically correct). As this certificate has an expiry of 2017for Reckon (from the issuer) this cant be the problem, so please confirm these has been NO security breach here - no hacking of this data. Or is this what cannot be confirmed from the Certificate issuer - and is this why you cannot update us on what is happening as you need the issuer to confirm what is happening - or is this purely a Reckon issue?

Unfortunately the lack of updates on what is happening here is what is causing everyone the most concern - and I think we should all be advised truthfully of where this fault is - is it a Reckon issue, or something even further from your control. It just seems quite extreme this has not been able to be rectified today and no real cause stated, or any time frame to repair.

Please honestly update all your uses

(Edited)
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Mirko, Alum

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Hi all,

I've just been notified by IT that Standard is back Online. The fix took longer to implament than expected. I thank you all for your patience and assure you that your feedback will be escalated to the appropriate bodies as mentioned prior.

Jo - I've confirmed with IT that no data has been compromised from the certificate issue, the certificate problem was connecting user to out service, there was no impact to data.

I apologise again for the lack of updates in the past few hours, I had limited internet connectivity in the location I was in.

Should you still have difficulties logging in try to clear all the cache/cookies from your browser. If this does not resolve the issue please let me know.

-Mirko
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PedroF

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Mirko - if you had limited internet connectivity, surely someone else could have provided updates. Is your organisation that under staffed, that no one else could do this especially after so long an outage? Did your organisation even engage external experts that could have resolved this issue in a timely manner?
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Bec Johnston

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Hi Mirko,

Please be advised that it is currently 5.41 AM AEST & the problem does not seem to have been fixed.
I have cleared the cookies as you have suggested & I have also closed down my computer & re-started in case that would help - please note that I am not an IT person.

Please advise what the next step from either myself or yourselves as this problem does not seem to be resolved at all.

Thank you - please updated us regularly on this issue.

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Joanne Musgrave

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Some of us run small businesses and do all our bookkeeping on the weekend. Can we please have an update. There has been way too much down time recently, and it's the end of the financial year.
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Mirko, Alum

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Hi Joanne, please try logging in again as per my last post. If you have any issues please try to clear the cache/cookies and try again. Thanks.
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PedroF

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Mirko - clearing cache / cookies will not resolve an issue with certificates (PKI) as they are verified each session. Rather than giving a response like this that is  typical of most organisations, please get your techo staff to provide a decent support level
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Mirko, Alum

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Pedro I've been advised that the Certificate issue has been resolved. As I'm not an IT specialist I don't know the extend of things, but I've been advised that if logging in now still causes problems clearing of cache/cookies is the first step to try. -Mirko
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PedroF

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Sorry - I run an IT business as well an that info is incorrect and that is a 100% cop out answer. Ceritificate verification is not cached and has nothing to do with cookies.
MIght as well ask us to restart our PCs as well which won't help either. Please ask IT to provide a clear, concise and correct procedure,.
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Jo Rasche

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and is a load of rubbish also. I have just tried all of this - now cleared favourites and everything (I would have also much preferred to have retained) and I STILL CANNOT LOG IN!!!!!!!!!!!!!!!!!! so now 20 minutes past midnight and we still cannot work - seriously this is not good enough. So please go back to them and ask them on what planet they have fixed it - because here it still isn't working (and that is Australia)
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PedroF

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Still receiving the error - just to satisfy those that provided incorrect advice - cleared the cache and cookies. 

The certificate error is from rdsfarm.qbi.aust. This is not a publicly accessible DNS name, which exists between your RDS web server and the terminal servers within the Reckon environment. Please do not presume to tell me that clearing my Internet cache and cookies will resolve this issue,
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Jo Rasche

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Yep agree - see my comment above - DOES NOT WORK!!!!
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Bec Johnston

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Hi Mirko,

Please be advised that it is currently 5.41 AM AEST & the problem does not seem to have been fixed.
I have cleared the cookies as you have suggested & I have also closed down my computer & re-started in case that would help - please note that I am not an IT person.

Please advise what the next step from either myself or yourselves as this problem does not seem to be resolved at all.

Thank you - please updated us regularly on this issue.



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Larissa Bailey

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I still can't get in. I've cleared my cookies, restarted and still get the certificate error. Please help I NEED TO WORK!
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Peter

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I'm in !!! F5 in IE worked for me.
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VSJ

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I managed to get in this morning.  I tried the usual way first - got certificate error.  Closed browser, opened again, new tab and just typed in reckononline.com.au and then clicked on Login.  The whole process was actually much quicker than usual but could just be due to reduced number of users.  Good luck!
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Gerry Walsh

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Thank you so much VSJ, followed your instructions and it worked for me. Maybe you should be employed to head up IT at Reckon, on second thoughts take Mirko's job, no need to provide regular updates on the weekend and when it gets too difficult just plead ignorance. Once again thank you!
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peter.mcpherson

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Im in! well sort of...

Doesn't work with chrome and IE Tab, doesn't work with the new interface in IE9 for http://www.reckononline.com.au/login/  or the old login https://qbi.reckononline.com.au/RDWeb/Pages/en-US/default.aspx

But the old login does work in IE9 if you open it straight after deleteing cookies and cache and restart the browser.

Note that if you try to go back to any other login (chrome IE TAB, new login address) it will fail again and you will have to clear chache and cookies again...

This worked for me, I am in and not logining off again untill I can confirm that it is fixed on another machine.

Hopefully it may help someone else who is desperately trying to work on their business.

Clearly the issue is NOT SOLVED as it has been marked here.
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Bec Johnston

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Hi All,

Just wanted everyone to know that I am also in vi IE. I hope you all get good results shortly as well.

I would still love to hear an update from you Mirko on why it has only just started to work now & not when you said it was solved. Just for our interests.

Thank you in advance.


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Tesse Ferguson

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The certificate error is still coming up! How do we contact you for help?  I have cleared the history/cookies etc without luck!

I have tried restarting, logging in from going to reckononline.com.au..nothing is working. Please advise of anything else I can try. Extremely frustrating!

(Edited)
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Martin Ralphs

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This is still not resolved.  I have tried again at 09:59 Sunday 13-Jul and still cannot connect due to Certificate error. Not Happy
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Michael Standen

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Kerry,I need to work on the weekend. Not just to get my BAS done, but because my business is at its busiest on the weekends - we actually trade and operate on weekends. Our 'weekend' is Wednesday & Thursday. I dare say Im not alone in this. It is very frustrating (anxiety levels soaring) when it doesn't work. Reckon has made major advances over the 15 years I have been using it to increase functionality, usability and integrate itself more and more into the businesses it serves and between them and the agencies such as the ATO. So much so in fact that for many it is 'mission critical'. Unfortunately for me and many others who want to work, for whatever reason, on weekends Murphys' Law is such that problems seem to happen when Tech Support is not available or only available at a high cost - and tech support isn't helpful when the problem is at their end anyway.
Oh, and how many people here are the bookkeepers who are trying to catch up on back-logs of work for their BAS and end of FY clients anyway?Reckon seems to not have worked out its staffing or processes to cover these problems which, if you read some of the comments above, seem to happen often.
Mirko is, as is his job, trying to keep us informed. Not an enviable job and I hope they pay him well for it.

Each occurrence is another straw.
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Kerry Russell

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I understand your frustration...I have a bookkeeping business and working weekends as well to get my 30 plus clients (one third of which are online) completed for the financial year. I also have a family and planned Saturday to work but unfortunately it didn't happen. So thankfully I can get on the system today as I haven't upgraded yet....so there goes my Sunday. Patience and understanding all round.
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Jo Rasche

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Kerry I am a bookkeeper and have 10 businesses relying on me - who I recommended to this product and is the only one we use. Some of them are over $1m turn over businesses so now I am running the risk of losing ALL my very big clients because of reckon! This is something like the 5th major outage in past few months - so now what is my next option????? Maybe like reckon you should begin to understand the severity of the problem for a lot of us. If it had been first - maybe we wouldn't be so frustrated - but it isnt. But it is the worst by far and the lack of communication and eben explanation is disgusting! So we lose business and there is absolutely nothing on offer from reckon. I was still up at 1am trying to get on to get work done. This is crazy and people's comments like yours just infruriate the situation as you obviously have no idea the size of many businesses using this hosted version.
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Kerry Russell

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Wow excuse me!!! I am an accountant as well. I have put all my clients by my recommendation onto reckon and yes they too are multi million dollar turnover companies. I do understand the situation but again so should your clients as mine have.....sorry that you may lose your clients for something out of your control..you would think that companies will reconsider their software and not the bookkeeper...
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Jo Rasche

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Their bookkeeper recommended this product - being me. But since we have gone to online us so many issues. I am at a loss why reckon can tell us nothing. Some seem to be on but we arent. Businesses have been unable to operate - so not just cant do their bas or bookwork - actually can't operate! And again why can some get on and some cant. Why hasn't reckon given some clear instructions how to log in? And finally maybe I will tell the specialist I am booked for with treatment I can't come this week because I lost my entire last w/e I had to do bas and eofy work for clients and the company couldnt tell us why?

All I was trying to point out is everyones situation is different and some of us just dont have till the 28th - and you were the first to have a scathing attack at people who have huge issues with this out and shouldnt ve judging them. If this company could just give feedback! Everytime they have upgraded in past few months it has caused issues.
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Craig Webb

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I can connect to citrix and shows as logged in, however the workbook does not come up, is this the same issue as with the certificate. thanks
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Craig Webb

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Hi Mirko, I use Accounts Hosted Premium, it does not give me an option to login to the books, so cant browse and locate company file. althou could be looking in the wrong spot.

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Mirko, Alum

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Hi Craig, can you take a screen shot of when where you get too so I can see exactly where you are. As if you open Reckon Accounts to browse you would click on File> Open Company file. Thanks.
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Craig Webb

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I get to the above screen, normal would select R1 which would present the login screen to our book, however this does not happen,citrix is logged in
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Michael Standen

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I too can log in as a premium user, but two of my company files seem to have 'disappeared'. 
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Shane, Employee

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Hi Craig,

Try a different web browser, Google Chrome, Firefox, Internet Explorer, etc.  Different from what ever one you are using now.  Then click on which ever of the 2 icons you want to use.  It should work.  If not restart your computer.

Michael, look on your Q drive and you should find what ever files you are looking for.

Regards,
Shane.

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Kerry Johnson, Accredited Partner

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Hi Mirko, I note that you posted a reply 10:45PM Saturday that this has been resolved. It is now 10:35am Sunday and I am still getting the certificate error. Tried installing the certificate but it still won't accept. Has this not been resolved?
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Kerry Johnson, Accredited Partner

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Resolved...
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Kylie Yates

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Hello Mirko,


I have tried all the options suggested by yourself and other users and I am still unable to connect.


Thanks

Kylie

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kishorefiji

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Hi

I have even use CCleaner to clear the cookies, it still given the certificate error. From Saturday 11.30am till now Sunday 11.00am. It is not working. Now I am seriously think of changing. The management are enjoying the weekend, while small business awaiting for solution. They have taken the money in advance. This has been happening for last three months.

Is it the cyber attack from Intuit (USA ) since they are  launching similar accounting package??

 

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Joanne Musgrave

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Machine rebooted, cache & history cleared. Still can't log in. Please respond as a matter of urgency, I have work to do.
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Bec Johnston

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Hi Mirko & All,

I was able to log in this morning (SO happy) & then due to my internet needing to be resent I am now back to having the same problem as yesterday & this morning with the certificate issue.

I tried clearing the cookies etc again with no success.
Can anyone provide any help in this matter please?

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Michael Standen

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Sunday morning - my standard user now has access.

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Mirko, Alum

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Hi All, as the certificate issue is still affecting some customers, since contacting IT, I've now been advised by our IT Team that they are still looking into this matter again.
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PedroF

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For those still having issues, try this
In windows, start a command prompt (either start, run, cmd or Start, All Programs, Accessories and select "Comand Prompt" and then type this command
certutil -urlcache CRL delete

(Edited)
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Kylie Yates

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Thanks but it didn't work for me.
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John Higham

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No this did not work
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PedroF

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Worked once for me, then the certificate error occurred again and then didn't the next time
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Joanne Musgrave

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PedroF, thanks, but it didn't work for me. Using Windows 8.
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Chris Wild

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Mirko, Looks like your system is down again.  Was able to get on this morning but now no go again
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John Higham

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I logged in this morning and it worked ok.

Now when I try to log in I am getting the same message as yesterday.

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Kristi Minehan

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Got to say, I'm over this!

One of my clients uses MYOB Account Right which appears to be much quicker and more stable and has a faster capability to create a local backup.

I much prefer the Reckon product for its reporting features but am not happy with the service and time it takes to log on to the system and to create a local backup.

As per other comments, I had dedicated time this weekend to do the books for my own businesses and others I assist.  This is damaging my reputation, so find it unacceptable.

If you could at least provide some assurance about when the fix will be completed and working properly, it would allay some of my frustration and unhappiness with the service.

Thanks

PS - tried the fix - didn't work

(Edited)
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Joanne Musgrave

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Kristi, it used to take over 12 hours for me to make a local backup. On a newer PC, it takes just a couple of minutes. It was a processing power thing. It uses up a lot of resources. And  yes, down for an entire weekend is totally unacceptable.
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Mirko, Alum

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IT have advised that problem preventing logins has been identified, isolated and resolved. If you are unable to login.

I again thank you for all your feedback throughout the weekend and apologise for any inconveniences and frustrations you may have experienced.

As I am now home I will also keep an eye on the Community for the rest of the evening, should you experience any further login issues, and are unable to resolve them with basic troubleshooting (using different browser, browser reset, F5 in IE, or restarting PC) feel free to let me know or email me at community@reckon.com and I'll have someone look at them first thing in the morning.

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