Outage

  • 2
  • Problem
  • Updated 4 years ago
  • Solved
Are there any problems with Reckon Hosted this morning? I had about 4 outages between 6:30am and 7:30am this morning and now at 10:45am it's stuck on searching on the grey screen.
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Con

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Posted 4 years ago

  • 2
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Barbara.Karl

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I was also having this problem... decided to restart my machine and could log in now... however I get this message when I log in
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Barbara.Karl

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Kerrie H

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Also having problems, mine seems to be thinking for a very long period.  I have logged out from the control panel, cleared browsing history and logged back in.  Still has the timer and nothing else showing!
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Con

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I just received that message. I've been using this computer for a while and haven't touched the firewall.
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Kerrie H

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Yes I have the same message now!  I have clicked ok and now waiting to see it the company file will open.
(Edited)
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Wendy

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I have been trying to login for the past hour. Still no joy
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Barbara.Karl

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I am on the line to technical support... may be an issue at their end not ours
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Con

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I'm also on the phone, on hold, with technical support.
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Barbara.Karl

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We have reviewed with both Chrome and Explorer... still no joy
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Barbara.Karl

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Just checking with those who are having the problem...is your server RAH-FSS-13-AP2A? check on the firewall message
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Kerrie H

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Have been off for the last two hours hoping it would be fixed soon, just tried again and still have the problem with the server you are mentioning.  Can't they assign us a different server? :-(
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John G, Information Support Analyst

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Hi Everyone,

This problem is being reported by a small number of users, and it may be related to a particular server.  We're investigating. 

In the meantime, Close your current attempt and on the Desktop go to Control Panel > Log Off Remote Sessions, and log off your session.  Logout of the Desktop and wait 15 minutes before logging in again.  You should now be assigned to a different server and the problem by-passed.  

We are sorry for the inconvenience this is causing and we will keep you in touch.



regards,
John.
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Wendy

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Have logged off, turned computer off, waited 15 minutes and still get the same response. This has been going on for over an hour.
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Vanessa Lander

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Hi John, having been doing the same for hours now looks like Im not the only one this has been doing it since 9am this morning
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Jamie Stewart

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I have just got off the phone to technical support.  It is a problem their end and they are trying to fix it.
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John G, Information Support Analyst

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Hi Wendy,

thanks for trying and feeding back to us.  We've passed your experience up to our Hosted IT team who are working on this issue.

Thank you for your patience. 


regards,
John
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Barbara.Karl

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If you do manage to get a bit closer, and it tells you "the company file needs updating" DON'T... the problem is not fixed
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VM

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Hi John, what's the latest status with this issue?  Have Hosted IT any updated estimate when it will be fixed?
   
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Wendy

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Great, another 3 hours lost in productivity. Any chance of Reckon recompensing their customers?
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Kerrie H

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Even Telstra compensate.
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John G, Information Support Analyst

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Hi Wendy, Barbara, VM and everyone,

Thank you for your patience over this issue.  Hosted IT are still working on the issue and we hope to have a resolution soon.  

regards,
John
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Darren Dalton

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Hi 

I haven't  been able to log on all morning, any idea when this will be fixed??

Tracey
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Kerrie H

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An eta would be great I have customers waiting!
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Wendy

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I have always recommended Reckon to clients. However since going to the cloud, I am not convinced they can keep up with other software providers. Such a pity
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Kerrie H

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I have been using Reckon products for 16 years and have totally lost faith that they care for their customers, this happens far too much.  Whilst I am waiting I have time to download and test drive some other accounting programs.
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Wendy

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Sadly Kerrie I agree.
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Jamie Stewart

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I've used Reckon Hosted for a couple of years now.  This is the only real issue I've experienced so I'm not going to shoot them dead just yet.
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Kerrie H

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I just got in.
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Vanessa Lander

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Thank you - so did I
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Wendy

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Yep - also back in
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John G, Information Support Analyst

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Thanks for your patience Everyone.

A fix has now been put in place and tested successfully, so you should now be able to access your files without difficulty.

Our apologies for the inconvenience this issue has caused you today.


regards,
John.
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Con

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Thanks John; now we have to make up the 4 hours+ we lost today. Won't be able to watch MKR tonight because I have to make up for the lost time.
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Wendy

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Who is going to reimburse me for the time I spent on Reckon this morning, when it died, and I lost at least 2 hours of work, unbillable to my client? Appreciate problems happen, but his is becoming all to familiar.