Login issues on the new Reckon Accounts Hosted

  • 12
  • Problem
  • Updated 5 years ago
  • Acknowledged
Archived and Closed

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Hello Everyone,

If you are getting any of these log-in errors;


1. Cannot\unable connect to host
2. Connection closed\lost
3. Black screen

Please try the following:
1. Close the current tab
2. Log off Hosted Dashboard
3. Completely close down your browser (not just the current tab)
4. Wait 10 minutes
5. Re launch your browser
6. Internet Explorer uses must turn off Compatibility View Settings for reckononline.com.au
7. Login


Trust these steps get you in.

regards,
John
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John G, Information Support Analyst

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Posted 5 years ago

  • 12
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Margaret Manchee

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Same things happened to me, Piers! My new message is "Gateway: cannot connect to host". 
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Piers Dance

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Well, let's have another cup of coffee and just chat amongst ourselves.
Seems John G is on a coffee break too!
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Krischan

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Anja, you have been able to log in using Chrome? To hell with that, I am not installing yet another browser, I have very good reasons for not having Chrome installed, have been there and got rid of it. Having to run IE just for RECKON because it doesn't work with Firefox is baaaaad enough! I was hoping they had fixed that for this upgrade... but instead, I now also need Chrome? Nope... this is not good RECKON!
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Samantha Keating

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I logged in using Mozilla and had absolutely no luck using IE.  I agree with you on the Chrome issue.
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Piers Dance

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Wish me luck, I'm going in again for another try, but I'm sure I'll be back!
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Margaret Manchee

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They just keep blaming their customers....if you have Firefox you should have Chrome...You should log out of your browser completely...you should do this ..that...IT IS ALL OUR FAULT NOT THEIRS!! And who is paying?? All the tech guys have gone quiet now...
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lee

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The trouble is everyone, we are all super grumpy with these people and their non service but nothing will change.  It will be the same old, we are sorry, bear with us, its a glitch, stick with us, we are fabulous crap and 99% of us will.  If Reckon had to start forking out our lost wages/time or give a discount on our fees because of the inconvenience I am damn sure things would improve!
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Margaret Manchee

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And we are the guinea pigs who pay them to do experiments on us? 
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Piers Dance

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Pick me up off the floor!  I fell off my chair, I'm in!
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Krischan

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wooohooo you've nailed it - well spoken!
 
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Wanda

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Yay... Spoke to a teckie... he reset my password and now I too can look at the black screen .... Im not ringing back that was 107 mins for that result, and I have missed calls that would have generated money.... Is it wine time yet??
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Margaret Manchee

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Hi Wanda, I can't even get through ...Can't raise invoices causes us money...every second...Time is money!
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Krischan

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"A new experience is here" the welcome screen says... aha. Then when you 'X' out "don't show me this again, it just come back next time. They are idiots.
(Edited)
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Kay Smart, Accredited Consultant, Accredited Partner

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Try ticking the box which says "Don't show again" or words to that effect.
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Krischan

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Sorry, if my wording was bad, but that's waht I was meaning to say that I was doing ;-)
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Angela McCarthy

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I worked out how to launch it. Hold down SHIFT key whilst clicking with your left mouse button and it launches the program! 
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Kerry

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So I get past the first black screen to the second login page. Now I'm on another black screen, although I can see and select the clipboard, upload and download file buttons. But just a black screen other than that.
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Margaret Manchee

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Lucky you! Don't log out ever....otherwise you may not able to get in again.

I still can't...:(
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Wanda

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Hi Margaret, Its not so great getting through...just a black screen.... nothing too exciting.

 Yep Ive got invoices to go out too and like every one else have wasted the best part of the day.

 How ever there's nothing I can do about it except damage control and stress management now!! 
Luckily I don't have to justify my time to my boss - Im very understanding, but come 11pm tonight Im gonna be really pi#$%^ off, when Im catching' up, and have a big week ahead any way...thats hoping the system is useable by 11pm and all the data is retrievable ... So gonna knock off, for a few hours....kickacanalong and see where it gets me

Good luck to every one, 
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Milan

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Hi there-OFFICIAL RECKON REP. We have massive issue with this black screen. Need to KNOW TIME WHEN THIS WILL BE ADDRESSED CORRECTLY. I'm paying accountant and he can not conduct the job because you product (you collected money) DO NOT PERFORM as advertised. THIS IS CLAMABLE BY AUSTRALIAN CONSUMER LAW. JUST ADVISE ON TIME SO I CAN LET HIM GO HOME. I will send invoice for his wage to Recon.  
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Alice

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I too am going to have to send staff home but will have to pay them - no point sitting there staring at the blank screen  - when we have internet problems with telstra they give us compensation 
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Louise Inglese

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I am finally logged in!!!  When I went to open my companies to ensure all info was ok, when I clicked on the icon to go back a folder there was everyone else's company files!  This is outrageous, obviously someone has not done there job properly!!  Hate to know that someone else has been able to see my company information!! Although I have morals and wouldn't even try to open someone's file, I know not every has the same moral conduct as myself.  MAJOR ISSUE!!!!
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Margaret Manchee

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OMG! You should screen dump it as evidence. I can't believe this!
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Wenona Pledge

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Dear Reckon,

This is page 1 of quite a few (you can see the scroll bar is at the top) where I could (but never would) attempt to open other users files!  I have scrubbed out the details so they are not recognisable although it seems everyone can just go see themselves anyway.

Please fix this immediately and to all other users I would make sure that you don't have an easy user name and password!
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Leroy

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Inigo

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Before other people get into a panic:

You CAN see their folder which has their company name (this is not good either)

You CANNOT see any other companies data files.

You CANNOT open any other companies data files.


According to other community posts, this issue has been around for while.

The main reason people are just now 'discovering it' is that for some of us, we are looking around for our actual data files since they have 'disappeared'.

Now knowing that this is a 'major upgrade', I made sure I backed up my file last Friday.

Did you backup your file?
Do you actually backup your file?
Why not?

I make sure I backup my file and not rely on any backups that Reckon may be making of their hosted system.


Very important to read the Terms and Conditions so you know what you are getting, what you are covered for, etc.

http://www.reckon.com.au/aboutus/terms.aspx


It says the following which basically looks like if you lose data, they are not liable.


Back up:

You should ensure you conduct regular backups of your data.

Except under the Consumer Guarantees, Reckon on behalf of itself and/or any of its distributors and associates, does not assume any liability for loss of data.



-IM
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Wenona Pledge

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Let me assure you I have NEVER been able to see other users folders!  Strange to think that if this has been an ongoing issue that Reckon haven't bothered to fix it before now.

As far as backups go, I did and I do, but I was apparently lucky in that my three companies didn't have their files go missing.  Telling users it's their own fault if they didn't back up at the end of last week so haven't got a company file now, after a day like today, is pretty rude!
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Wanda

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I just reconciled all the accounts and now I cant log back on cos the servers busy and some times i get a "cant find the file " message  :(
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Krischan

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Oh, I'm not getting in again either although it worked fine yesterday afternoon. BLACK SCREEN day again today.

Now, I do backups, but a serious question: it seems that RECKON dioes not allow local backups, just backups on their cloud system. Is this correct? I do the backups, but it only saves the backup on a 'Q' drive ( I think, I can't check because I can't log in AGAIN), but my computer has no local 'Q' drive, so I assume it is a RECKON drive. I cannot save a backup on a local drive, does that seem correct to you guys?
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Wenona Pledge

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Well, for a few hours yesterday it worked and today..... nothing!  Back to black screens, Connection Closed, and now a new one "Failed to Launch".

I think that one statement about sums it up for Reckon.
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Adriana Hewett

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 I also would like to know how i do a backup on my external drive?
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Alice

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I just went into control panel and shared access with myself???  and I finally got in after one and half days - not sure if a coincidence.  I cant get over the arrogance of reckon- why isn't there something on their website assisting people.

Xero here we come!


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Margaret Manchee

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Have you tried - log out remote sessions in Control Panel?
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Krischan

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Do you mean in the control panel top right hand corner blue "logout"? Or something more in depth? Does that actually log you out of your company file, or just of the web interface - cos I'd asume that has nothing to do with whether your file is accessible or not. ???
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Margaret Manchee

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Go to Control Panel. Under System Maintenance - click Log Off Remote Sessions. 

We have to help each other out as no Tech Support around! 

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