I'm having trouble updating to the new Accounts hosted 2017 R2,

I'm having trouble updating to the new Accounts hosted 2017 R2, I get through the back up and then when it comes to the part where is says it's going to traform the company file to the new version it comes up with a message that says "lost connection with the company file"and then gives an option to abort or more info. I was on the phone to tech support for three hours but they are saying that it is the company file and its corrupted and that i should contact the data team to get the filed recovered which is a pay service, I cant' see that this is correct as ive still got my backup copy which i can still open and use on Hosted 2016?? I need the 2017 up and running as i have to do payroll asap with the new tax tables.

Alex Fountis

120 Points

Posted 2 years ago

2 years ago

John G, Information Support Analyst

27,530 Points

Hello Alex,

Welcome to the Reckon Community.

Its possible that you were unfortunate in getting some irregular network activity while upgrading that has resulted in a corrupted file. This is always a chance at any upgrade. Starting again with the last 2016 backup is an option.

However, as the upgrade process often accentuates existing problems in a company file I suggest you do a full Resort Lists, Rebuild and Verify and correct any errors found in the 2016 version first.

regards,
John.

2 years ago

Lin Johnson

184 Points

I am trying to update to the Reckon 2017 R2. I followed all the steps on the instruction. I typed "Yes" when prompted and did a back up it instructed. The back up took forever and ever. When it was completed, I was logged out due to inactivity. When I tried to launch the Reckon 2017 R2 version, I was asked to "Yes" again and than have to do back up again. I did the back up three times, taking all days and still can't open the Reckon 2017 R2. Am I missing something? Regards Lin J

2 years ago

Rebecca Kensington

60 Points

I am also having lots of problems trying to get into the new update. Verify suggests rebuild but can't do rebuild without back up which keeps stalling. Have rung help desk several times and they just tell me to be patient. This is not helpful!

2 years ago

Alex Fountis

120 Points

Hi thank you for your answer, I've had to send the company file to the data recovery service. Do you have any idea as to how long they usually take to respond? It has been over a week since I got a case number and my attempts to contact them via email have been ignored. I'm getting worried I wont have enough time to do my BAS. Kind regards Alex.