Personal Plus, Portfolio View, 'Day Change' and 'Day Change %' columns do't update when I Update share prices

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I am using Reckon Personal Plus, 2015 R1 on Windows 8.1. The QDF file is 29 MB.  For the past few weeks, the 'Portfolio' view, columns 'Day Change' and 'Day Change %' have not been updating when I update the share prices (which I do daily).  I have done Validate many times and done Super-Validate tonight (before I downloaded the share prices).  These have not fixed the problem although they do update the columns if I have already downloaded today's prices.  Also, if I select an earlier date and then return to today's date the columns are updated.  How can I fix this problem?
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Peter Lang

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Posted 4 years ago

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Live4life

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I am also using Reckon Personal Plus 2015, although with Win7. I have had the same problem with my daily updates. When I click 'Download Quotes,' the 'One Step Update Status' box opens, however, there are no changes in my Portfolio table made when the download completes.

Interestingly, when I close Reckon PP and reopen it, today's figures have appeared without me downloading again.

I did receive a message that my online licence expires on 6 August, and wondered if this has anything to do with the problem, or is this just coincidental.

Does Reckon know the answer to this problem?
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Peter Lang

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Live4life,,

Thank you.  It's helpful to know I am not alone with this problem.  I hope Reckon can advise us how to fix it.
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Live4life

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Hi Peter,
you may be interested in the link https://community.reckon.com/reckon/topics/pp2016-share-prices-not-updating as I have introduced our continuing and as yet unacknowledged problem to it.

It does seem that we are not the only ones having difficulties; currently, the complete lack of ASX share downloads is concerning many others, with some people also experiencing our related irritant.
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Peter Lang

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Live4life,

Thank you.  I've been waiting for and expecting Reckon to answer and provide a solution.  It's very disappointing they haven't.

My download was even worse tonight.  I haven't been able to get today's results to show on Portfolio View at all.  I've tried everything I can think of.
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Peter Lang

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I have now been able to download Friday 8 July share prices into Reckon 2015 PP.  However, the problem I raised (began in May 2016) has still not been fixed.  in fact, Reckon has not responded to this post.  Can someone from Reckon please tell me what is being done to fix this.  i am not the only person who has been having this same problem since May.
Peter Lang and Live4live  (ONLY).


Can you confirm whether you have:

a)  unticked the request of any USA stocks  (even if you don't even want to deal in US stocks)

b)  been made aware of the need of PP2016 needing a qwutil.dll file to correct the 'update' behaviour that came about on May 25th when USA connections allegedly changed, needing said qwutil.,dll

c)  BUT:  that qwutil.dll may likely be a solution for PP2016, and you are running PP2015 which I cannot comment on compatibility.  Perhaps Rav's team will correct this query separately here.

But try (a), so that your updates fully run.    But if you also deal in US stocks, well this of course will NOT be a good approach to your specific issue.

It may or may not be related to your portfolio VALUE recalculation,  but what we've observed since May 25th with the US share is (now resolved for PP2016 users with qwutil.dll update),  is that the failure to conclude US share calcs, lead on to NOT FINISHING other important calcs.   Your approach of rolling dates back and forth and restarting,  may be triggering a re-calculation of just the portfolio aspect, without calling up a specific UPDATE that is confronted with the issues above.

Does that throw any light on the SYMPTOM you are personally experiencing, along with Live4life ?

Gary
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John-T

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Gary,

>  BUT:  that qwutil.dll may likely be a solution for PP2016, and you are

< running PP2015 which I cannot comment on compatibility.

The updated qwutil.dll fixed the problem for me running PP2015.

John

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Peter Lang

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Gary,

Thank you for replying.  It's been frustrating and worrying that it's taken this long for my comment to be noticed.

I am not IT literate.  I don't know how to uncheck the USA stocks.  I did nothing to change any settings when this problem occurred.  Because others have had the same issue and starting at about the same time, I suspect it was not caused by something I have done inadvertently in my Reckon PP 2015.  

I have no IT skills and would not want to trust any IT tech try to fix it for me.  I am seeking to have Reckon fix the problem.

I do not know how to do anything with the "qwutil.dll file".  Furthermore, I couldn't risk doing anything like that.  I have 25 years of valuable information in our file and I would not risk corrupting it by experimenting.  I am asking for Reckon to please fix the problem, through an update if necessary.

I agree that "[My] approach of rolling dates back and forth and restarting,  [seems to] be triggering a re-calculation of just the portfolio aspect".  When I update share prices the updated shares account value is displayed in the Account balances pane on the left of the screen.  So, I know that prices have come in.  But the Portfolio View does not update until I do one of the three things I mentioned in an earlier comment to recalculate and refresh the Portfolio View.

In response to yo9ur three questions:
a)  No.  I don't know how

b) I was not aware of this until I saw comments in response to comments on the User Forum in the past few days.  But I wouldn't dare try anything like this myself.  This assess the risk is far too high

c) ?

I can't afford to take any risk.
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Peter Lang

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My share prices have updated (I know because the shares account balance has changed); but not the columns on the Portfolio View remained blank until I changed the date to 11 July and then changed back to 12 July.
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st

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Same here.
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Neil, Employee

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Hi Peter,

I'm still working on this problem with the portfolio view, I'll continue to investigate tomorrow.

Regards
Neil
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Live4life

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Thank you Gary for teaching me about "previous comments."
I have not experienced this before, but ask, who determines what sections of a conversation are "hidden" from view.
I did realise that conversations are not necessarily linear and that people can respond elsewhere in the conversation.
Thanks again.
Live4life
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Live4life

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Thank you Gary for teaching me about "previous comments."
I have not experienced this before, but ask, who determines what sections of a conversation are "hidden" from view.
I did realise that conversations are not necessarily linear and that people can respond elsewhere in the conversation.
Thanks again.
Live4life
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Wayne

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Just adding my name to this issue so I too can find out when, and if, this issue will be solved. It's very annoying having to change the date every time you want your portfolio view to show the stock market changes (after you've done the download).....
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Terry

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The new version of qwutil.dll fixed the problem for me running HAB2015.
Terry.  What Operating system version are you running?     Can you confirm what your position was, without qwutil.dll,  in terms of

a)  share price updates for AUS  

b)  and US

c)  and whether you had US indices or stocks ticked in settings, if you don't even have
US stocks personally

d)  and how the results of a)  b)  and  c)      affected your portfolio view

Granted you are running HAB2015  and not PP2015 or PP2016,  but I am keen to learn whether your experience with your comment this morning,  would throw any light on Peter Lang's initial thread question here,  where he has not yet updated to qwutil  on his PP2016. 

AGAIN - let's let Neil, Rav and Dev comment on this,  but you have raised a really interesting observation here this morning on all this.

But also:  CLARIFY whether you still need to roll your system back one date and forward again, like others have had to do.     

Gary
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Neil, Employee

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Hi Terry,

Thanks for that.

I've tested this morning and the new qwutil.dll file we released to fix the US Share Prices also fixes this issue where the 'Portfolio View' doesn't automatically refresh after downloading share prices.

To resolve this issue, follow the below steps. 

(Peter, I know you mentioned earlier that you didn't want to risk copying the new DLL into your installation. The new DLL doesn't pose any risk to your data, as always you can make a backup of your data file prior to performing the steps below.)


Steps to fix the issue: -

1) Close Reckon Accounts Personal

2) Download http://downloads.reckon.com.au/qwutil.dll

3) Copy the above file into your Reckon Personal 2015 or 2016 installation folder (by default this would be C:\\Program Files\Reckon Accounts Personal)

4) When you get the message saying qwutil.dll already exists. Do you want to replace it?' select 'Yes'

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Peter Lang

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Neil,

Thank you.  However, I am very reluctant to make changes like this.  In my experience frequently there are unintended consequences  (could innumerate masses of them).  Furthermore, I expect there are thousand of others who are experiencing the same problem but unaware and like me, not IT literate.  

Therefore, can Reckon please send out an updated version?

There is another point.  Reckon is clearly not doing competent quality control and testing before making changes.  This seems to be the really big message from all theses problems.  Asking us to do fixes like you are suggesting instead of:

1) improving the competence of the IT and quality control processes in Reckon, and 

2) sending out a professionally prepare, properly tested update.

This really is very poor on Reckon's part.

Please advise that Reckon will send out an update (after thorough testing) and advise when it will be sent out.
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Peter Lang

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I've thought more about this.  I do not want to make a dodgy change like this.  The consequences are unknown and will be unsupported by Reckon.  I can envisage potentially enormous problems next time I have to update.  Reckon should fix this problem they have caused by their poor quality management.  And they should support and warranty any version update they make.

 And it needs to be fixed for all PP2015 clients, not just the few following this thread.
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Peter Lang

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It may help the diagnosis of the problem (Portfolioo View columns not updating) if I point out that the problem began (for me) well before 25 May.  From memory it was around 1 to 2 weeks before 25 May.  I know it was before 25 May because I was away from home from 25 May to 2 June.  My last share price download before I left was on 24 May.  From memory (could be faulty) the problem had been occurring for around a week or two before this (but perhaps it was less than this).
(Edited)
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Terry

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Gary (and Neil)

I am running Windows 7 Professional 64-bit SP1.

In response to your other queries:

a)  prior to installing the new qwuil.dll, when I did a share price update for my AUS shares, the Portfolio view would not update.  The prices did not change and the change and volume columns did not get filled.  If I went to an earlier date and then back to today's date, those fields did contain the correct values.

b)  I do not have any US shares.

c)  After reading one of Gary's earlier posts, I did check if there were any US stocks ticked in settings but there were not.

d)  When I installed the new version of qwutil.dll, the problem appeared to go away.  I updated my AUS shares and all the prices and other details appeared immediately in the Portfolio view.  I did not need to go back to an earlier date and then forward to today's date any more.  Note of caution, however, I have only had this work properly on two occasions - Monday and yesterday - so only time will tell if this is a permanent fix.

As you say, I am running HAB2015 but my problem was exactly the same as that described with PP2015 and PP2016.  I was very wary of installing the new qwutil.dll both because it was supposedly for a different product (Personal Plus) and for the other reasons expressed recently in this post.

However, prior to installing the new version, I did a full back up of my system (I use Acronis for this but I am sure there are other excellent products out there).  This gave me the reassurance that if it did screw up my HAB2015 installation, I would be able to get back my previous system by doing a full disk image recovery.  But it appears to have worked!

Just a word regarding Reckon support.  I think there have been some extremely harsh words expressed in this post.  Given we have had this and the share price updates fixed in a matter of only a few days, I think most of what has been said is somewhat unfair.  I have just gone through several weeks of problems with an Internet Security company (in the US) sending logs back and forth and back and forth ad nauseam.  I had to finally escalate the problem until a Support Specialist finally sent me a beta version of their product which fixed the problem immediately.  They had known about the problem (it was a bug in their software and sending my logs wasn't going to be of any help) and had developed a fix but kept me hanging on for weeks. 

Compared to that, Reckon are doing pretty well!  Besides, the product is excellent and better than anything else comparable on the market IMHO.

Terry

(Edited)
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John-T

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Hi Neil,

Another week gone, but still no news!

Could you please let us know how things are progressing, and when we can expect to see the 'fixed' qwutil.dll?

Cheers,

JohnT

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Peter Lang

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Please see my previous comment. A "'fixed' qwutil.dll" is not help to me, nor I suspect to a large proportion of Reckon clients.  I am hoping Reckon can fix the problem within the Reckon system, not on all the clients' computers, or, alternatively, release a proper quality controlled version update/release.
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Rav, Community Manager

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Hi folks,

Please check out our new KB article here which outlines the steps to rectify the Portfolio View refresh issues.

Thank you all for hanging in there and sincere apologies for all the hassle.

Rav
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Rav, Community Manager

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Hi folks,

Please check out our new KB article here which outlines the steps to rectify the Portfolio View refresh issues.

Thank you all for hanging in there and sincere apologies for all the hassle.

Rav
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Peter Lang

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Rav,

I've stated many times on this thread that fixes lie this might be OK for IT savvy young people, but I can't do this.  It would cost me hundreds of dollars perhaps 1000 to get someone to do it and assure there is no risk to my program and will not affect future updates.  Furthermore, there must be many other clients in the same position as me who can't do this.  Why doesn't Reckon fix the problem at there end where they broke it in the first place (in mid-May, not June!!!)?

The fact that Reckon is not listening to what I've said, and doesn't even realise when it broke, demonstrates this is a dodgy fix   the Quality control is atrocious.

Can you please do a better job of looking after your clients.  I've been using Quicken since 1991 and have my data from 1989.  It's really disgraceful that the quality management and your fixes has regressed to this level of back yard workmanship since Reckon took over from Quicken.

Please fix the problem at your end or provide a a new release for all your clients.

Please acknowledge you've read this, and my other comments on this and will address this request.  It's now nearly 3 months since this broke (i.e. it broke around mid May, or around a week to 10 days before 24 May).

Peter Lang
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st

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Hi Rav, you claim in another thread  (now closed) that PP2016 was not affected.   I can assure you that it was affected as I have PP2016 and after download of ASX prices (nothing to do with US prices) the columns are not updated.   I have to change dates and return to the current date simply in order to refresh the columns with the data.

I haven't downloaded the qu.... dll file as someone else has pointed out that a side-effect is that no longer is it possible to convert to QIF.   Apparently that was being looked into but I haven't heard anything.
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Rav, Community Manager

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Hi Steven
An oversight on my part, have corrected the post.

The Export QIF side effect you are referring to only happened in Personal 2015, not 2016 (this has now been resolved with the latest DLL below).

If you are using Personal 2015, use the steps here to resolve the Portfolio refresh issue.

If you are using Personal 2016, use the steps here to resolve the Portfolio refresh issue.
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Peter Lang

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Rav,

I raised this issue.  Why are you ignoring my comments (and pleas for you to fix this problem properly)?

What is going on in Reckon that you deal with customers of 25 years like this?
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Rav, Community Manager

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Hi Peter,
Definitely not ignoring your posts. As per my reply below, Neil will be dropping by and responding to your concerns on this thread directly.

Thanks
Rav
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Peter Lang

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Rav said on another thread (incorrectly):

"Hi everyone,

In late June 2016 we applied a fix to remedy issues with US share price information not downloading.

Unfortunately this fix also adversely impacted the Day Change and Day Change % columns on Portfolio View on Reckon Accounts Personal Plus 2015 and 2016.

Our Development team have created a fix for the Portfolio View refresh issues. The download and full details can be found here.

Sincere apologies for the inconvenience and frustration caused.

Rav"

The issue HAS NOT BEEN RESOLVED!.  It is not fixed.  And he incorrectly says the problem started in June.  It started between about mid May and about 20 May.  The problem was obviously caused by a poorly managed in-house "fix" within the Reckon system.  Therefore, it should be fixed in Reckon, not by sending out instructions to a few clients who follow this blog site to make some sort of dodgy fix that most clients couldn't do and would even know about.
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John-T

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Hi Rav,

The new qwutil.dll (26 July 2016) for Reckon Accounts 2015 has fixed the 'Export to QIF' problem, which is great.

However I'm in full agreement with Peter Lang, that Reckon should ensure that all customers receive the fix as an installable update and not have to download a file and then find where to copy it to, etc.

Also, the fix should be available to all customers, not just those who have (or make) the time to follow this forum. Reckon have customers email addresses and/or postal addresses, and should be proactive in informing them of the change.

BTW, what's happened to Neil? You said (above) that "Our Product Owner Neil will drop by this thread today to discuss your direct concerns". That was yesterday, but there's still no sign of Neil.

Cheers,

John-T

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Peter Lang

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John-T, thank you for your support on this.  Much appreciated.  I hope Reckon will take this concern seriously and address it.
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Neil, Employee

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Hi Peter,

The issue with the US Share Prices not downloading which also causes the Portfolio to not refresh wasn't due to a change we made with the Reckon infrastructure. The issue was due to a change at the source where we get the US Share data from.

Unfortunately there is no way we can fix this from our end.

If you send your contact details through to community@reckon.com, we can have a technician call you and either walk you through how to copy the file across or remote into your PC and do it for you.

Currently if we were to do a full release including the new DLL it would add several weeks for you to receive it due to testing and delivery whereas the replacement DLL is ready now from the KB article Rav posted above.

Regards

Neil

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Peter Lang

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Hi Neil,

Thank you for getting back on this.  I'll wait for the new release.  As I've said above, I do not want to muck around with a cheap, bodge fix.  I've had enormous problems in the past with Quicken, Reckon and other products and I don't want to risk it.  It takes forever to get support often never gets fixed.  The person blames somebody or something outside their control.

As an aside, I do not understand/accept this: 

"The issue with the US Share Prices not downloading which also causes the Portfolio to not refresh wasn't due to a change we made with the Reckon infrastructure. "  

That is the same excuse Reckon used last year (and previous times).  It led to unforeseen consequences that took months to sort out.  The data suppliers will inevitably change their systems from time to time and the Reckon system should be robust and able to be changed quickly - preferably be ready beforehand so it is changed on the day the source system is changed.  I presume the data is loaded into a table or some sort of system in Reckon and then sent to us.  The table (or whatever it is that dispatches the data to users) should not change, only the way you convert the data to enter into your system.  

By blaming the source, it suggests Reckon has learnt nothing from the many times Reckon has had problems with the data in the past from ASX.

I'll wait for the official release.
(Edited)
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Leon

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Thanks for the info. I followed the steps and it worked for PP2016.