Reckon Accounts Hosted Black Screen Issues - 11 & 12 May 2017

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  • Updated 2 years ago
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  • (Edited)
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Hi everyone,

Some users are currently experiencing black screen issues while attempting to access Reckon Accounts Hosted.

Our support and development teams are aware and investigating this at the highest priority.

If possible, we ask that you please get in touch with our Hosted Support team so we can collate your details to assist in isolating the cause of this issue.

Sincere apologies for the inconvenience and frustration caused. Further updates will be made on this thread as soon as possible.


PLEASE CLICK HERE FOR THE LATEST UPDATE - 12/5/2017 4:40pm
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Rav, Community Manager

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Posted 2 years ago

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Linda Putland, Accredited Partner

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Good to know it wasnt just me... had the issue with Opera, then switched to Firefox for better results - then after a restart later in the day, Opera working again.
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Jan Byers, Accredited Partner

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Rav I still cannot get in via any browser. 
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Rav, Community Manager

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Hi Mark,

Cheers for sending through your details, we'll got on this ASAP
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John Gibson, Accredited Partner

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Driving me insane...as an accountant cannot get past black screen since midday yesterday, whatever browser used.....
Even Accredited / Professional Partners affected, very annoying!
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Rav, Community Manager

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Apologies John, we've got the team working on this with the utmost urgency and are currently in the process of identifying the affected file server(s).
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Bev D

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Hi firefox gives me a black screen, chrome allows me to log in normally. No issues yesterday (with firefox) only today.
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David Ian Fraser

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Not happy, tried to get on yesterday at this same time and still getting the black screen :  (
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Angela Brown

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This reply was created from a merged topic originally titled Missing Shared folders.

I've just gone to Q:\ to open a shared client file - and the whole shared directory is missing.  I still open the file from the "recently opened files" screen, but there other folders for the clients group that have disappeared.   Any ideas?
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Hi Angela,

I believe this could be related to the earlier issues with Hosted so I've moved your post to this thread.

Are you able to end all remote sessions from your Control Panel and then logout. Then try again and let me know if you can access the shared file?

If not, can you please send through the file name and User ID to community@reckon.com and I'll get that looked into.

Cheers
Rav
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Hi Angela,

I just wanted to check in and see how you got on, are you able to locate your shared file as yet?
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Angela Brown

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Rav.   I've logged out this morning ( Sat 13 May) and logged back in and STILL cant see shared folders.   Lots and lots of them..  not just one.
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Hi folks,

Our dev team have restarted two file servers and conducted internal testing. The issue should now be resolved. If you encounter any further black screen issues, please end all active remote sessions from within the Hosted control panel, logoutand then retry.

Let us know if the issue persists if it proves unsuccessful.

Thank you all for your patience and our apologies again for the inconvenience caused.

Rav
(Edited)
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Michael Standen

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still getting the black screen.
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Candy

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Still getting black screen - can't do my work..
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Peter Brown

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mine not working rav  black screen
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Rav, Community Manager

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*UPDATE - 12/5 11:20am*

Hi everyone,

We are receiving reports from some customers that the black screen issues are recurring.

Our teams are investigating this as we speak.

I'm really sorry for the frustration on this and I'll keep you posted with updates on this thread as soon as possible.

Rav
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Angela Brown

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Yep - happening again here 12th May. Very frustrating
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I'm really sorry for the hassle this is causing Angela. The team Dev team are looking into this right now. I'll keep you updated on progress as soon as I receive further info.
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12 May 12:20pm Im getting the black screen.   :(
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Lyn Duffy

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This reply was created from a merged topic originally titled Can't access Reckon Hosted. Black screen only.

I get a black screen when I access Reckon Hosted
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*UPDATE - 12/5/2017 12:35pm*

Hi everyone,

The team are currently in the process of increasing the number of session hosts which should gradually assist in getting users past the black screen and access your service normally.

Appreciate you all bearing with us so far, more info to follow
(Edited)
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Danielle Green

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I am still getting a black screen with all browsers. :-(
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Hi Paul,

I've reported your case from your email to our Hosted team and it's been included in their current work.

Apologies but there isn't a instant fix I can give you at this point however I'll advise on progress with the situation as soon as I can.
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Paul Bright

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Rav, what is happening? Do i tell my clients to go home or not??
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Paul Bright

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Then how come one of my staff members got in and i cant??
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I'm really sorry Paul, but it's not something I can comment on with any certainty at this stage. I'll advise you of an ETA as soon as it becomes clear.
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Paul Bright

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Still nothing? Im now at the clients home trying to log in but still getting black screen. Why???
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Michelle Muir

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Black screen here still as well. Have been trying to get in for hours.
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Jovie Gianotti

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I have black screen since yesterday. Can't do any work?
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*UPDATE - 12/5/2017 2:15pm*

Hi everyone,

I've received word that the new sessions hosts are in place and looking good.

If you are experiencing the black screen issue right now, can you please head into your Hosted control panel and end all active sessions listed there. Then logout (use the logout option).

Please try again after that and let me know if the issue persists for you below this post
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Dennis Sparling

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I couldn't login yesterday afternoon, then I got in late that evening. Today again I can't log in - only get the black screen.
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Gai Green

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I have no sessions active, have tried logging in using Chrome, Firefox and IE, still a black screen, However I can log in using a clients login details but not my own. Have sent an email. Booksdone
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Michael, Accredited Partner

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Issue still occurring no sessions active
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Rav, Community Manager

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Thanks Michael,

Our Hosted product owner is re-checking our current status. Got your email also and have reported it.

More info to follow.
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jodie

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Issues still occurring also.  No sessions active
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Rav, Community Manager

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Thanks for trying Jodie, and I'm really sorry about this. 

The teams are re-checking and looking into this as we speak.

Stay tuned
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Candy

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same here. black screen , no sessions active
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Rav, Community Manager

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Thanks for letting me know Candy,

The team are back on it right now. I'll keep you posted.
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Michelle Phipps

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I have had black screen for 2 days now......... very frustrating .....
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Rav, Community Manager

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Sincere apologies Michelle,

The problem was resolved yesterday evening however has recurred this afternoon. The team increased the number of session hosts earlier however has not had the impact they were expecting. 

Work is ongoing at the moment to address this.
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Kerrie Scott

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same issues here
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Christine Schreyer

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Same issues here
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Mark

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same issue with black screen as well...
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Rav, Community Manager

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*UPDATE - 12/5/2017 3:15pm*

Hi folks

Thank you all for your reports on this, the team have received sufficient cases via the Community and work is currently ongoing to address this issue and put a resolution in place. 

Unfortunately, at this stage I do not have an ETA that I can advise however will communicate this as investigations advance and the cause of the issue becomes clear.

A suggestion I have from our Support team which may be worth trying out is to keep the black screen up for approximately 10 minutes as there have been varying levels of success in proceeding to log in after this duration of time.

Finally, I'd just like to apologise again, I fully understand how frustrating this problem is for you all and we're working as hard to put this right ASAP.

I'll update the thread with more info as soon as possible.

Thanks
Rav
(Edited)
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Gai Green

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We appreciate your hard work in getting it fixed but .......the lose of income hurts and keeping clients happy at this time on Friday isn't happening.
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Rav, Community Manager

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*UPDATE - 12/5/2017 4:40pm*

Hi everyone,

We're still continuing to work on this issue along with monitoring and working on the backend to reduce/stop the black screen problem.

The next step required in eliminating this issue on a more permanent basis requires scheduled maintenance to Reckon Accounts Hosted. The team will be carrying this out tomorrow night and I've posted a separate thread outlining that HERE
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Kristy Matheson

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Rav I need to run payroll today, is there a time on when this will be fixed? Employees are going to be hunting me down for their wages!!
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Rav, Community Manager

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I don't have an ETA as yet unfortunately Kristy.

I know this isn't the ideal method but could you please try logging in and leaving your black screen up for about 10-15mins without interruption. I can't guarantee it but there is a likelihood your login will proceed after that length of time.
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Kristy Matheson

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Ok thanks will try that


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Rav, Community Manager

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*UPDATE - 13/5/2017 9:30am*

Good morning everyone,

Our teams will be working throughout the day leading up to the maintenance tonight to try and minimise this issue as much as possible.

I appreciate this isn't the ideal troubleshooting, however if you login and leave the black screen up for approximately 10-15 minutes without interruption the login attempt may then proceed after this time. There has been varying levels of success with this method.

I'll provide a further update here as soon as I recieve any new information.

Thank you all for your patience with us so far

Rav
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Maureen Ryan, Accredited Partner

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Black screen left on for 15-20 mins has worked for me....at least I can now work in Reckon.
Thanks for the suggestion.
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Glad to hear you're in Maureen. Apologies for the hassle though, definitely appreciate that isn't the best user experience to access your services.

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