Is anyone else getting disconnected from Reckon today?

  • 2
  • Problem
  • Updated 2 years ago
  • Solved
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

Using Reckon Accounts hosted 2017 and keep getting disconnected, two other people in this business are also finding this is happening. 
Starting to get very frustrating! 

Im guessing a number of users are upgrading from 2016 to 2017 and the servers are getting a little overwhelmed?
Photo of Kylie Austin

Kylie Austin

  • 216 Points 100 badge 2x thumb
  • frustrated

Posted 2 years ago

  • 2
Photo of Maureen Ryan

Maureen Ryan, Accredited Partner

  • 720 Points 500 badge 2x thumb
Currently getting black screen for last 20 mins and can't get in at all.
Photo of Clare Quartuccio

Clare Quartuccio

  • 90 Points 75 badge 2x thumb
Yep still a black screen
Photo of SusanR

SusanR, Accredited Partner

  • 1,938 Points 1k badge 2x thumb
Hi Rav,  

I've followed your logout instructions and still a black screen.

Cheers, Sue
Photo of Angela Brown

Angela Brown

  • 206 Points 100 badge 2x thumb
Logged out properly.  Did the control panel thing, and still cant get in ( Brisbane)
Photo of Kate Verrall

Kate Verrall

  • 92 Points 75 badge 2x thumb
Did all the ending remote sessions, logging out, trying different browsers etc - still get a black screen. Has been like this for a couple of hours now. Lucky I have other work to do.
Photo of Robert Lee

Robert Lee

  • 292 Points 250 badge 2x thumb
Rav, I havent seen anything about update to 2017 yet.. Should I be worried?

Robert
Photo of Stella Carr

Stella Carr, Accredited Partner

  • 950 Points 500 badge 2x thumb
Same here - no joy
Photo of Karin Thompson

Karin Thompson

  • 60 Points
Hi Rav,  its been 45 minutes - any update?
Photo of Shanna Blackman

Shanna Blackman

  • 60 Points
Hi Rav, I have been trying for the last hour. Still black screen.
Photo of Maureen Ryan

Maureen Ryan, Accredited Partner

  • 720 Points 500 badge 2x thumb
Reckon technical support told me at 2pm they are aware of the problem and working on it.
It's been 2 hours that I am aware of - still black screen at 3.10pm.
Photo of Rachael Hodgen

Rachael Hodgen

  • 60 Points
Would this have anything to do with removing the New Zealand version today?  And why still no update or notification on the login screen? Thanks Reckon, I'll be pulling an all nighter now once it does come back up :(
Photo of Maureen Ryan

Maureen Ryan, Accredited Partner

  • 720 Points 500 badge 2x thumb
All nighter for me to - problem when all clients files are on hosted except one which I have just worked on....tax agents are screaming for answers for their Monday deadlines.
Photo of RL

RL

  • 512 Points 500 badge 2x thumb
Yep still Black
Photo of Rav

Rav, Community Manager

  • 64,830 Points 50k badge 2x thumb
Hi guys, really sorry it's taken me so long. I'm hoping to have an update for you shortly
Photo of Rav

Rav, Community Manager

  • 64,830 Points 50k badge 2x thumb
Hi guys,

Here's what I have from the team so far.

We believe the issue causing these black screens is isolated to one file server which the team are investigating. We do however, need as many cases as possible to be reported so that we can isolate this.

If you haven't already, can I please ask that you get in touch with our Support team so we can grab your session ID and details.
Photo of Vince Provenzano

Vince Provenzano

  • 80 Points 75 badge 2x thumb
Get real Rav, you should only need one complaint to fix the problem, not a 1000, you can clearly see in this forum that many people are having an issue, so just fix the bloody problem already so we can get our work and also process payroll which is what employees need to live on............
Photo of Vince Provenzano

Vince Provenzano

  • 80 Points 75 badge 2x thumb
also there is not clear page on your website with a contact number to call and lodge a complaint, which clearly shows that you dont want the phone calls, so get on with the job and fix this asap so i can process payroll and pay my employees as a responsible employer should do.
Photo of Rav

Rav, Community Manager

  • 64,830 Points 50k badge 2x thumb
I've already stated that the team are looking into this as we speak Vince. Getting as many reports with specific details makes pinpointing the cause of the issue a hell of a lot easier, and this is what our Dev team are asking for. 

I fully understand that you're frustrated and I sincerely apologise. We're working hard on putting this right and is our top priority at the moment.
(Edited)
Photo of Felicity

Felicity

  • 80 Points 75 badge 2x thumb
Been trying all day - black screen for me too :-(
Photo of Vince Provenzano

Vince Provenzano

  • 80 Points 75 badge 2x thumb
I have been trying all day as well, needed to process payroll and all i get is a black screen, come on reckon this is not we are paying for, there are people relying on there pays to be processed, a company of your size and for what you charge, this should not be happening at all, not good enough!!!!!!!!! i hope you don't get paid and then maybe you will see the gravity of it all........
Photo of Rav

Rav, Community Manager

  • 64,830 Points 50k badge 2x thumb
Hi folks,

This continues to be a priority for us and I hope to have further news to share with you soon. 

Unfortunately, I don't have an ETA as yet however will advise that also as soon as it becomes clear.

Sincere apologies again for all the hassle and inconvenience caused so far.
Photo of Rav

Rav, Community Manager

  • 64,830 Points 50k badge 2x thumb
Hi everyone,

Our dev team have restarted two file servers and conducted internal testing. The issue should now be resolved.

If you encounter any further black screen issues, please end all active remote sessions from within the Hosted control panel, logoutand then retry.

Let us know if the issue persists if it proves unsuccessful.

Thank you all for your patience and our apologies again for the inconvenience caused.

Rav
Photo of Maureen Ryan

Maureen Ryan, Accredited Partner

  • 720 Points 500 badge 2x thumb
Yes I am back in - thanks Reckon.  
Photo of Peter Brown

Peter Brown

  • 420 Points 250 badge 2x thumb
im not  black screen using chrome  and firefox  very b annoying  please fix
(Edited)
Photo of Lesley Xerri Accredited Consultant

Lesley Xerri Accredited Consultant, Accredited Partner

  • 1,082 Points 1k badge 2x thumb
Black screen of death using Chrome and Firefox - done all the things that usually solve the problem - no joy
Photo of Rav

Rav, Community Manager

  • 64,830 Points 50k badge 2x thumb
Hi guys,

We're starting to get some reports coming through again of this problem. We're looking into it again right now.

I'll keep you all posted.
Photo of RL

RL

  • 512 Points 500 badge 2x thumb
I find this issue very frustrating. This morning all was good for me, I was able to run payroll. Now it is just the black screen. So much for AWS.
Photo of Rav

Rav, Community Manager

  • 64,830 Points 50k badge 2x thumb
Totally understand RL and I sincerely apologise. 

The team have increased the number of session hosts which should be taking effect within the next 20 minutes or so which should see a gradual elimination of this problem.

This conversation is no longer open for comments or replies.