One Step Update Refuses to Work.

  • 4
  • Problem
  • Updated 3 years ago
  • Solved
For the past few versions of Reckon Accounts Personal Plus (incl 2016), my One Step Update does not work for either share prices or currency rates, despite both being checked in settings. My work around is to click on the Update Button which then just spins. I then have to cancel the update and go to Investing/On-Line Activities/Download Quotes. When I do this the share prices will update but not currency exchange rates. This for me is a daily process. What am I doing wrong and if it's not me, how do I fix it?
Photo of Peter Jenke

Peter Jenke

  • 658 Points 500 badge 2x thumb

Posted 4 years ago

  • 4
Photo of Hubrecht van Dalsen

Hubrecht van Dalsen

  • 456 Points 250 badge 2x thumb

I'd appreciate any pointers please Rav or other users. 2015 / W10.

I tried running as admin, and also compatiblity mode - W7, no difference.

I checked that "download currency exchange rates" box is ticked under the one step update.

I made no changes to my setup since it last worked.

Any help or ideas much appreciated.

Cheers H

Photo of Peter Dickson

Peter Dickson

  • 440 Points 250 badge 2x thumb
Hi Rav

Thanks once again for trying.

Unfortunately, still no luck. In safe mode, Reckon will not open - the error message is along the lines that another software licence is required as the software is not on the computer for which it was purchased. This is not correct and Reckon runs with Windows 10 in normal mode.

Any further thoughts?

Regards

Peter
Photo of Rav

Rav, Community Manager

  • 84,560 Points 50k badge 2x thumb
Hey guys,
Sorry I should have foreseen that, please go on ahead and activate through the internet option while in Safe Mode and try it out.

Cheers
Rav
(Edited)
Photo of Hubrecht van Dalsen

Hubrecht van Dalsen

  • 456 Points 250 badge 2x thumb

See my comment above in detail. Even with the network on in safe mode - it fails to verify the license, and closes the program. One therefore cannot test for downloading in safe mode, as you cannot get the program to open. Does that make sense?


Photo of Peter Dickson

Peter Dickson

  • 440 Points 250 badge 2x thumb
Hi Rav.

I appear to be having exactly the same problem as Hubrecht.

Regards
Photo of Rav

Rav, Community Manager

  • 84,560 Points 50k badge 2x thumb
Hi folks,

Thanks for trying, last suggestion before I have a chat with the Product Owner in relation to your continued issues is to start Windows 10 in Selective Startup Mode.
Access this by selecting the System Configuration app in Windows 10 (type System Configuration in the Start Menu screen).

INFO - http://kb.reckon.com.au/issue_view.asp?ID=4819 

Let me know when you can

Cheers
Rav
Photo of David Clayton

David Clayton

  • 174 Points 100 badge 2x thumb
Rav, I'm running Personal Plus 2016 on Windows 10 and am now able to update currencies.

David
Photo of Hubrecht van Dalsen

Hubrecht van Dalsen

  • 456 Points 250 badge 2x thumb
Rav

Please take a minute to read this carefully.

I have upgraded to PP2016 at $185 in the hope that that somehow solves the problem. It did not.

Here is what we know:

1. I am now on PP2016 / W10.

2. Stock prices DO update (as it did with PP2015). So I doubt very much that program incompatibility or anything along those lines will get us anywhere. Surely, if there is some incompatibility,  the program would not update the share prices? This is something else.  

3. My system updated both share prices and FX rates without problems, until about 19 November 2015 when clearly something was changed on your end, causing all of us not to be able to update FX.

4. Your fix has sorted out some users - BUT NOT ALL.

Please keep working at it, as despite having just spent $185 I still cannot update FX.

I appreciate your help. 

Photo of Hubrecht van Dalsen

Hubrecht van Dalsen

  • 456 Points 250 badge 2x thumb
Rav,

I think I found it - the pointer built into the program will not find the sample files, something you will want to fix anyway. On my system, Reckon Acc stored the sample file under C:\ProgramData\Intuit\Quicken\Sample.

Note ProgramDATA, not ProgramFiles.

Here is another problem - even if I point Reckon to open (File / open) to the right place (program data) , it still wants to open the one in (program files), which does not exist.

I then get the exact same error box I sent above.

I am now going to copy / paste the sample files and see if I can open them.

H
Photo of Hubrecht van Dalsen

Hubrecht van Dalsen

  • 456 Points 250 badge 2x thumb
Opened sample1 after copying all the sample files to another location and directly opening them.

I can update security prices in the sample file - BUT NOT EXCHANGE RATES!

Perplexing.

Thanks for you continued interest and help. There must a solution. What about some registry setting to be reset, a re-install if that would help, etc?

My main data file works well, validated, and super-validated, all good, EXCEPT FX. (Which did work until the problem late last year.)

H
Photo of Hubrecht van Dalsen

Hubrecht van Dalsen

  • 456 Points 250 badge 2x thumb
Ps. Checked the codes. Not corrupted. I mainly use USD, CAD, GBP, ZAR - all correct.
Has anyone looked to see if the url for the FX download has been blacklisted on the pc by either win10 firewall or local anti-imalware applications, OR can PSG confirm it is the same URL as for ASX downloads. If same, then ignore suggestion.
(Edited)
Photo of Hubrecht van Dalsen

Hubrecht van Dalsen

  • 456 Points 250 badge 2x thumb
Thank you, worth a check please. Could you please point me to the place where I can view / change blacklisted urls on W10's firewall?

Firewall inbound rules pehaps? What should I look for?

Thanks.
Photo of Peter Dickson

Peter Dickson

  • 440 Points 250 badge 2x thumb
Hi Rav

I have tried all the work arounds, including the download into the sample file, re-installation and checking all ticker symbols, and I am still getting neither the currency updates nor the share price updates. As I approach 5 months without this functionality, it is really becoming a problem, as the automated updates are my primary reason for choosing the PP product.

Please let me know what Reckon is now suggesting to licensees who are not getting the full benefit of the product.

Regards

Peter
Photo of Hubrecht van Dalsen

Hubrecht van Dalsen

  • 456 Points 250 badge 2x thumb
Rav

I second this. I only have the FX problem, but still, it is functionality that is not working, and I use this functionality daily.

I also wrote a note above with some questions and ideas above which I think does deserve an answer.

This issue is NOT SOLVED. My updates worked fine until a change was made on Reckon's end late in 2015. Since then, I paid $185 for an upgrade, re-installed, and tried everything that was suggested to no avail.

Let's please keep trying. I bet in the end it is something like a registry entry, or something like that.

H
Photo of Hubrecht van Dalsen

Hubrecht van Dalsen

  • 456 Points 250 badge 2x thumb
Peter,

Unlike Reckon I refused to give up in solving my problem with downloading the FX rates. I have succeeded after trying a number of different things. If you are still following this I will give you the essence of what I did.

H
Photo of John G

John G, Information Support Analyst

  • 27,510 Points 20k badge 2x thumb
Hi Peter,

Just to recap,

When clicking on a One Step update your share prices and currency rates do not update.  
If you go to Investing > Online activities > Update, the share prices work.  
Currency rates are not updating.  

This problem is with PP2016 on Windows10; PP2016 on Windows7 has no problem.

Same results when working on a Sample file.  
When security (Firewall, Antivirus, ipscanner, etc) is turned off the result is the same.
All setups with shares are correct.
Reinstalling has not changed the situation.

Where does this take us?

Firstly in general, there was an issue with currency updates from 17/11/2015 that was finally fixed about 4 weeks ago.  Users are successfully updating Currency Rates.

Share prices have been updating over this period.  

Next, its interesting that on Windows7 PC there is no issue, only with Windows10 PC.

We are not getting any widespread reporting of such an experience.  

Sometimes users get to the point where the One-Step Update icons go through the motions but do not update.  Choosing the Investing > Online Activities > Download Quotes works.  Currency Rates can be launched through Tools > Currency List > Update Rates.  We have not been able to identify why this happens but suspect it has something to do with local security settings.  Launching Personal with Run As Administrator (right-click icon > Properties > Compatibility > tick Run this program as an administrator) in most cases takes care of this issue.    

I hope this review offers something for you to try and get a successful result.  

The next steps are to test it on another PC and another file and see if the problem is replicated.  

Next would be to review the security settings on this PC and create yourself a new admin profile.  

Then, clean uninstall (with a 3rd party uninstaller) and reinstall the programme, in Selective StartUp mode, using the special installer ISsetup.exe located in the CD directory (or C:\Temp if you downloaded the software).  


regards,
John
Photo of Peter Dickson

Peter Dickson

  • 440 Points 250 badge 2x thumb
Hubrecht

Thanks once again for your assistance. I followed your instructions and unfortunately did not get the desired result. However I did learn a lot about my registry and uninstallation of software so the time was not wasted and as far as I can tell I have not blown up my PC!

I appreciate your kindness in assisting me.

I am starting to agree with Gary above and I am suspicious that my update from Windows 8 to Windows 10 is the problem.

Regards
Photo of John G

John G, Information Support Analyst

  • 27,510 Points 20k badge 2x thumb
Hi Peter,

Did you receive an email from me?

regards,
John
Photo of Peter Dickson

Peter Dickson

  • 440 Points 250 badge 2x thumb
Hi John. I did receive your email and kind offer, thanks. I think I will have Windows checked first, as my file is fine on Windows 7.
Regards
Photo of John G

John G, Information Support Analyst

  • 27,510 Points 20k badge 2x thumb
Thanks Peter,

I think we have covered all the bases in this thread so that leaves only the computer environment.  I was going to run it on my Windows 10 and just examine other aspects of setup to confirm that your datafile is error free and that it does work on another Windows 10 PC.

Good Luck.

regards,
John.
Photo of Margaret Kotcharian

Margaret Kotcharian

  • 180 Points 100 badge 2x thumb
I am running PP 2016 on Windows 7 and the currency rates have not downloaded since 25 Nov 2015. Have never had a problem with share price downloads.
Photo of Andrew

Andrew

  • 22,222 Points 20k badge 2x thumb
So Reckon...... 4 months on..... Is this problem solved or not? Some say yes, some say no.
Re:  Peter Dickson's issue herein.   (Win10 / PP2016)

After about 30 hours of site visit/remote sessions,  it looks like we've solved this onel.  for one user.  Win10,  PP2016  running AVG Professional Anti-Viirus,  but with a blocked entry in the AVG firewall ruleset for either inbound answers for the updates or the outbound request for the question to do so.   We've managed to control the update working and failing by triggering the AVG firewall aspect in isolation - but with two important points

a)  you must reboot the PC when chaning the AVG firewall enable/disable
b)  this issue is SECONDARY to the same machine suffering from total outage from NOV to pre-Easter which was a separate external failure,  the details of whicjh, we're still seeking clarification from DEV/PSG team

Status:  5th June 2016


Gary


Gary Pope
m: 0408994799 
e:  gaz@alchester.com.au
An Accredited Partner- Consultant (VIC. Aust)
http://www.alchester.com.au/reckon-ac...
"Working with Accountants/Bookkeepers PPs/APs, as an
     independent IT Professional and retired FCPA Accountant"



TIP:

PS:  For anybody running AVG with the firewall feature of AVG activated in addition to the operating system firewall setting,s  AND where there appears to be a blockage to fetching updates (other than for reasons of the 25th May 2016 US Stock issue),  then consider this article for checking any blocking/blacklisting of IPs that Reckon needs for their DATA FEEDS:

https://support.avg.com/SupportArticleView?l=en_US&urlName=How-to-allow-or-block-all-connection-...


(Edited)