Issues logging on

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  • Updated 1 year ago
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Have been unable to log on to Reckon Accounts Hosted for two days. 

Only loads to a black screen and does not progress further. 

1/2 hour wait to receive technical support over the phone. Less than ideal for this time of year. 
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Cassy

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Posted 1 year ago

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Cassy

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This reply was created from a merged topic originally titled Issues logging on.

Have been unable to log on to Reckon Accounts Hosted for two days. 

Only loads to a black screen and does not progress further. 

1/2 hour wait to receive technical support over the phone. Less than ideal for this time of year. 
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Rav, Community Manager

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Hi there Cassy,

The team have received some cases of black screen issues in the last few minutes which we're looking into at the moment. There haven't been any issues that span over the last two days though so its a bit strange that you haven't been able to log in.

I'll keep you posted on this!

Cheers
Rav
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karen hazledine

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Hi Rav
I am getting the black screen as well..not landing on the company sign in page at all
Any tips for me at all?

Thanks
Karen
(Edited)
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Rav, Community Manager

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Hi there Karen,

Sorry to hear you're affected also, we've got the Hosted team looking into this at the moment. It seems to be sporadic at the moment and not overly widespread.

In the interim while we're investigating, can you please try ending any active remote sessions within the Hosted control panel then logout, close your browser and then try again? I can't guarantee success on this just yet but give it a go.
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karen hazledine

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Thanks for that..
No one logged in and have re-tried a number of times..
My firefox has updated since the last time I was able to log in.
Would this have an effect?
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Rav, Community Manager

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Thanks for trying Karen,

No changes to your browser won't have an effect on this. Its something on our end unfortunately :( 
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Helen Hall

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Have tried logging out/ logging in again and using a different browser but we are unable to access any files and just get the black screen
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Rav, Community Manager

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Hi there Helen,

Thanks for trying, we've got the guys investigating this at the moment. Hope to have more info on progress very soon.
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Rav, Community Manager

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Hi guys,

Just want to test something.. when you reach the black screen, can you please leave it there and don't click away or off it for approximately 10-12 minutes. You MAY proceed further after this time period. I can't guarantee it by any means, but just something to test while we're looking into things on our end.

Let me know if that helps,

Cheers
Rav
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Margit Torok

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This reply was created from a merged topic originally titled black screen.

hi i have been tried several times to launch the reckon program for the last two and half hours and i keep getting a black screen. I have deleted my history browser and cookies and the black screen keeps popping up. cheers margit
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karen hazledine

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Success!! thanks team we're in!
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Rav, Community Manager

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Awesome! 

Thanks for letting me know Karen :) 
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Rav, Community Manager

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Hi again everyone,

Just received word from the team, they believe the issue is now resolved.

Can you please test this out and let me know if its all ok for you?

Let me know

Cheers
Rav
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Debbie

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Thank you. I managed to log in.
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Rav, Community Manager

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Thanks Debbie, great to hear and apologies for the hassle!
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SearleBros

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Are you having issues today as for the last 20 minutes all we have at our end is the black screen.  Have tried logging out and restarting machine and still a black screen.
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Rav, Community Manager

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Hi SearleBros,

Sorry to hear you're having issues logging in, if you reach the black screen, can you leave it on-screen for approximately 10 minutes or so uninterrupted. Does it proceed further after this?

Appreciate that its not ideal but let me know how you get on
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SearleBros

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Thanks.  I had left for 15 minutes the first time before restarting machine and it still didn't work.  I will leave it for another 10 min now and see.
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Rav, Community Manager

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Ok thanks, just make sure to end any of the active sessions in the Hosted control panel and logging out before doing that.

Let me know

Cheers
Rav
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Cassy

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Fantastic I'm in - However now when I select "Launch Accounts 2017 R2" and select my company file I receive a warning "Cannot open this company file because the file has been updated to a newer version of Reckon Accounts"

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