Portal not working??

  • 3
  • Problem
  • Updated 4 weeks ago
  • Solved
I have been trying to upload my STP file all day, but the portal just stays stubbornly blank and does not even bring up the log in screen whenever I go to it.  Even when I manually open portal.reckon.com in a different browser it is blank. Any idea why this would not be working, never had a problem before.
Photo of Tamara White

Tamara White

  • 194 Points 100 badge 2x thumb

Posted 4 weeks ago

  • 3
Photo of Rav

Rav, Community Manager

  • 64,528 Points 50k badge 2x thumb
Hi Tamara,
Just tested on Chrome and Firefox and worked as normal.
Which browser(s) did you attempt?

Can you please try clearing your browser cache and cookies and let me know if there's any difference?
Photo of Tamara White

Tamara White

  • 194 Points 100 badge 2x thumb

Chrone and IE both coming up blank, even after full restart
Photo of Rav

Rav, Community Manager

  • 63,980 Points 50k badge 2x thumb
Can you please try clearing the browser cache and cookies and retry.

Also, try accessing portal.reckon.com using an incognito tab.

Is there any change?
Photo of Tamara White

Tamara White

  • 194 Points 100 badge 2x thumb
Done but still no luck it seems, Not working using incognito tab either
(Edited)
Photo of Rav

Rav, Community Manager

  • 63,980 Points 50k badge 2x thumb
Thanks for getting back to me. I just want to confirm, is this issue occurring if you attempt to access portal.reckon.com directly from a browser as well?
ie. if you open a separate tab and navigate to portal.reckon.com as opposed to the browser window that opens from within Hosted.

Also, out of curiosity as there has been one other report of a similar issue raised on the Community, which internet provider are you using? 
Photo of Tamara White

Tamara White

  • 194 Points 100 badge 2x thumb
Hi,
Yes the issues occurs in separate tabs and separate browsers also (trie IE, Firefox and Chrome), not just when trying to lodge STP.  I cannot get to the log in screen on portal at all.
Our internet provider is Optus.
(Edited)
Photo of Accounts

Accounts

  • 60 Points
I am having the same issue

Photo of Shelley

Shelley

  • 484 Points 250 badge 2x thumb
Having the same issue.  Tried Chrome & Firefox browsers.  Can log into portal via a separate page, but not ideal as we dont generally save STP file on hard drive.  Internet provider Telstra

Photo of Rav

Rav, Community Manager

  • 64,378 Points 50k badge 2x thumb
Hi Shelley,
So to clarify, the page is blank when the Reckon Portal attempts to load on the browser window that opens within Reckon Accounts Hosted itself but NOT a regular tab/browser window?
Photo of Shelley

Shelley

  • 484 Points 250 badge 2x thumb
thats correct Rav
Photo of Vicki Jonas

Vicki Jonas

  • 102 Points 100 badge 2x thumb
Hi I have had the same problem. I ended up getting it by going through the chrome portal via a separate page. You have to download your pay run to desktop before you can upload through the chrome.
Photo of Vicki Jonas

Vicki Jonas

  • 102 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled Reckons Hosted - Single Touch Payroll.

Hi Is the Portal down for Single Touch Payroll?? It wont let me go into the portal - just get a blank page....
Photo of Rav

Rav, Community Manager

  • 64,528 Points 50k badge 2x thumb
Hi guys,
Having a chat with our Reckon Accounts Hosted and Reckon Portal teams about this.

So far, I've only been able to replicate this behaviour on the browser window that opens within Hosted itself when going through the STP export file process. 
Going to the Reckon Portal using an internet browser directly seems to be ok.

I'll come back to you on this.
Photo of Fiona

Fiona

  • 70 Points
Hi Rav, I'm also having the same issue. I have managed to get a separate tab opened in Chrome but I don't have access to the file I need to upload. It won't give me the option to export/save it onto my computers desktop or in our network anywhere and that's all I can access in the separate tab. 
Photo of Vicki Jonas

Vicki Jonas

  • 102 Points 100 badge 2x thumb
Hi Fiona

You need to download the file in reckons hosted - it then will be in your downloads on your computer & you can upload in Chrome from there. - That is how I had to do it.
Photo of Fiona

Fiona

  • 70 Points
Unfortunately ours doesn't work that way, but thank you :)
Photo of Tamara White

Tamara White

  • 194 Points 100 badge 2x thumb

I can now get in from Chrome only, have resolved uploading this payroll file by downloading it to the computer and then uploading it through Chrome instead of using the in-software link.
Still not working in IE or Firefox even after deleted internet history and cookies, restarted computer -  all just a blank page, even though it looks like it is loading something, there is nothing to see.  Had someone else try on a laptop, not part of the work network, and they got the same thing - a blank page in IE, but works in Chrome for him also.
Photo of Rav

Rav, Community Manager

  • 64,528 Points 50k badge 2x thumb
Morning folks,
We've just pushed out something in the last few minutes to try and address this. If you're able to, can you please test if all is back to normal and let me know?