**RESOLVED** Reckon Accounts Hosted - Email delivery issue (12 November 2018)

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  • Updated 7 months ago
  • (Edited)
Hi everyone,

We're currently investigating reports of email issues affecting Reckon Accounts Hosted.

Early investigation is showing that outbound emails are being sent from the Hosted service but not being delivered to the recipient.

This affects recipients in the To, CC and BCC fields.

Our Hosted team is currently looking into this as we speak and we sincerely apologise for the inconvenience this is causing at the moment.

Further updates and more information to follow.

CLICK HERE FOR LATEST UPDATE
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Posted 7 months ago

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** UPDATE 2:23PM (AEDT) **

Hi everyone,

We have now identified the cause of the issue and are working towards a solution to remedy the root cause.

Thank you for your patience, stay tuned as further updates will follow. 
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** UPDATE 2:55PM (AEDT) **

We're about to commence testing a potential fix which we're confident will resolve the cause of this problem.

If the results of this testing is positive we will be looking at rolling this out to the full Reckon Accounts Hosted service in its entirety.

I'll keep you all posted on this. Thanks again for hanging in there while we get this sorted.
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** UPDATE 3:25PM (AEDT) **

Hi everyone,

We'll have a clearer picture on where we stand with this fix and its results in approximately 30 minutes.

I'll let you know the results as soon as possible.
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** UPDATE 4:25PM (AEDT) **

Hi folks,
Unfortunately rolling this fix into the Hosted environment is proving more problematic than anticipated. We're continuing to work on this aspect, and at the same time are also looking at developing a more permanent solution which is to create a new build of the Hosted mail client.

Work is ongoing at this stage. I'll let you know of a further update as soon as I can.

Thanks everyone.
(Edited)
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** UPDATE 7:20PM (AEDT) **

Hi everyone,
We're still on the case with this. I know that its a massive holdup in workflow for everyone and I'm really sorry for the hassle its causing.

As soon I have more news from the Hosted team on progress, you'll be the first to know. 
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** UPDATE 13/11 9:00AM (AEDT) **

Good morning everyone,
As you're no doubt aware, this problem is still outstanding at the moment. The Hosted team were working late into the night in their efforts to incorporate a potential solution into the Hosted environment however unfortunately this has failed.

We're going to regroup and attack it again this morning. 
I'm really sorry folks, I know you've been putting up with this so far and I know how frustrating, not to mention inconvenient it is. Be assured, resolving this is our top priority.

Further updates to follow. 
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** UPDATE 13/11 11:00AM (AEDT) **

Hi again folks,
We're currently in the process creating a new build of Hosted with a fix to this problem incorporated within it. This will take about 2 hours approximately and will then require testing to ensure all other operations are functioning normally.

I will have a further update for you on completion of this to let you know of the results.

At this stage, if you need to send invoices or other forms we recommend saving them as a PDF document in Hosted and then downloading/saving them to your PC before using an email client external to Reckon Accounts Hosted to send.
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** UPDATE 13/11 12:45PM (AEDT) **

Hi everyone,
The build process has been completed and we're now going to proceed with testing.
At the conclusion of testing and based on the results, we'll then work through a plan for deployment.

I'd just like to extend our thanks to everyone for being so patient, we're definitely aware how inconvenient this problem is to your workflow and daily operations and again, our sincere apologies.
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** UPDATE 13/11 2:00PM (AEDT) **

Hi again folks,
While testing is still continuing at the moment, its looking good so far.

We're aiming to push this release through at 3:00PM (AEDT) which we're confident will resolve this problem in full. 
Please note, this can be subject to change and if it does, I'll let you know.

Further info to follow.
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** UPDATE 13/11 3:10PM (AEDT) **

Hi everyone,
The new build has been deployed and is now live.
Email functions have been tested and are working correctly with this new release.

In order to access the new build you will need to log out of Reckon Accounts Hosted in full by exiting your file (File > Exit) and then logout using the logout option in the top right corner.
Close your browser and then log back in after 2-3 minutes.

Unfortunately, any emails that have been sent from 12:38PM (AEDT) yesterday to now will need to be resent.

We'll be getting in touch with all Hosted users via email shortly with further info.

Please let me know if you continue to experience any issues after doing the above.

Thank you all for your patience and understanding while we worked through this.
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Hi all,
Reckon Accounts Hosted retains log files for the last 4 days which contains information on outbound emails sent for that specific day.

One thing I could suggest is to open the log file from Monday 12 November and look at the emails sent after 12:38PM (AEDT) and also the log file for yesterday, 13 November for details on any emails sent before 3:00PM (AEDT).

Any failed emails will show; [Message] = The security token included in the request is invalid in the 'Error when send email' line.

Check out our KnowledgeBase article here for information on how to access the log files in Reckon Accounts Hosted
How to locate the message ID of a failed email in Reckon Accounts Hosted
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Paula Peyre

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I need to get my orders through to my warehouse in the next half an hour otherwise they wont be delivered tomoorw. will this be fixed soon?


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Apologies for the hassle this is causing for you at the moment Paula.

We're working towards getting this rectified as quick as possible, unfortunately I don't have a firm timeframe at this stage that I can give you but be assured this our highest priority at the moment. 

I'll let you know of further info/updates as soon as they come to hand.
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Lucas Anstiss

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Paula - print to a pdf from Reckon - then email it from Outlook or whatever email client you use.  At least that will keep you ticking over in the meantime.
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Paula Peyre

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thanks
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Pat Hobson

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Is anyone else experiencing completely non-functioning Reckon Hosted? Nothing is working while this "Fix" is being done.
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Rav, Community Manager

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Pat,
I've just logged in and created some invoices, purchase orders and created a few reports. All was working fine with the exception of outbound emails as mentioned above.

If you're having trouble with operations outside of email, I'd recommend logging out in the first instance before trying again, secondly checking if there are any active sessions in your Hosted control panel and logging them off before logging out and trying again in 2-3 minutes.
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Tamara White

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I am having no problem, but one of our employee's has had her's "frozen" for over an hour now.
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Trish Murphy

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Absolute Joke. Why can't we be notified by email or phone call. I've spent hours thinking it was my email server, only to see a banner at the top of the login page in yellow?.  Honestly I This is my last financial year with reckon hosted.
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ANGELA NAIDU

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having issue as well with sending payslips ??
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Rav, Community Manager

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Hi Angela,
Unfortunately this is affecting all forms that are sent outbound from Reckon Accounts Hosted at the moment.
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HEATHER ASKWITH

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Glad to hear your onto a resolve, in the mean time saving our documents to a location and sending from outlook would be the way to email now,  I have heaps of invoices to do but might wait till its fixed
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Lorilee Yeates

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Has someone cleared the email server out? It has probably reached maximum capacity.
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Toni

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Is there any news on when this will be rectified ?? 
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Christine Taylor

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Yes when will this issue be fixed?
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Paula Peyre

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Seriously this is now getting ridiculous. This email system has been working for years now. It shouldn't take this long to find a fix. we are all trying to run businesses here and this is so disappointing! Please give us an update. 
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Paula Peyre

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ok Im trying to save my invoice without having to hit print first.( because it takes so darn long in reckon)  when I go to file I can select save as a pdf. However when I save it to the desktop then it is not there. can someone run me through saving this and then attaching to an email.
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Sam Tanner

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When you go to print the document, if it automatically goes to the print screen, just press cancel and it will show you the document. Next to the printer icon in the top right hand is a download icon. Just click that and save a PDF to your computer without having to print and scan.
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Paula,
There are a couple of options to save an invoice as a PDF copy.

As you've mentioned, the first is to select print and select the destination as Save as PDF rather than your printer.
Screen capture of this process HERE

If you'd rather not go down that route, the second is to select Save as PDF from the File Menu then download the PDF using the Hosted floating toolbar.
Check out my screen capture HERE to view the process. In all honesty this option probably takes more clicks and time as opposed to the first.
(Edited)
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Aleisha

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Can you please confirm if emails are still down?
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Paula Peyre

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Rav this isnt good enough. Without email I cannot run my business and run the risk of loosing clients/customers. This is now urgent as it has been down for at least 7 hours now.
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Shari-lee Cameron

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Email's still not working for me, I have to print then scan back into the computer. Its one more step and slower but works.
(Edited)
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Sam Tanner

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When you go to print the document, if it automatically goes to the print screen, just press cancel and it will show you the document. Next to the printer icon in the top right hand is a download icon. Just click that and save a PDF to your computer without having to print and scan.
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CK

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Hi Rav
Can I assume that when this is up and running again, all documents that I have tried to email (but have not been received by clients/employees etc) will go through, or will I need to resend them all?
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Hi CK,
I've just asked the team and the latest information I have at this stage is that any emails that have been sent from within Hosted since this problem started will need to be resent after we've got it back up & running.
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CK

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Thanks for advising Rav. Hope your day gets better soon :)
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Alana Patrick

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Any update on when we can expect this to be fixed.....getting desperate here!
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Hi Alana,
I don't have a ETA from the team just yet but we're working on this as we speak. 
If you're in urgent need of sending out invoices right now, I'd recommend saving them as a PDF then use an email client external to Reckon Accounts Hosted in order to send.
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yES BUT HOEW DO i SAVE AS A PDF WITHOUT HAVING TO HIT PRINT EVERTIME. RAV CAN YUO PLEASE GIV EME AN ANSWER AS I HAVE ASKED THIS EARLEIR TODAY BUT NO ANSWER. GETTING REALLY FRUSTRATED
(Edited)
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Alana Patrick

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Me too. I cant get the PDF to show anywhere? says its there when I save them, but then I cant find them....even doing a search with the saved file name...it doesnt come up?
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Paula,
I've responded to your post on this matter earlier this morning, you'll see it earlier above in the thread.
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Alana,
If you've already saved the PDF in Hosted using File > Save as PDF you'll then need to use the floating toolbar to download the file to your computer.




An alternative method to save a PDF is the option to select Print and select Save as PDF as your destination. This will allow you to save the file directly to your PC.
See my screen capture here for the process on this HERE
(Edited)
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Toni

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2 ways you can do this

Use the floating tool bar to download - PDF should open automatically and you can save as:




OR


When you get to the print screen (that is directing to your printer)




Select Change:




You then should be able to save to any location you want.

Hope this helps


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HI Toni
thank you I followed the process. Opened invoice when to FILE-SAVE AS PDF. Opens box with SAVE IN: MY LIVE(Q:)
FILE NAME: created my invoice #.Clicked save.
Now how do I delete these invoices in MY LIVE(Q:)
Thank you Sue
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Toni

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Hi Sue
Right click on the invoice you want to delete and use the delete key on your keyboard
:-)
(Edited)
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Toni

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Hey Sue, did you download from the Q  Drive onto your PC ?
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Sue Ware

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Hi Toni
thank you for your reply. Yes as easy as you said. deleted from keyboard. 
You question about did I download for the Q Drive onto my PC? Yes I used the floating tool bar to download it to my computer. Thanks heaps. Have a great day.Sue
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Emma Kavanagh

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Thank you. This was helpful for me as I couldn't work out how to open the file from q drive... Looking forward to the email fix soon though! 
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Toni

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I'm glad to be of some help - this has obviously been very difficult for so many of us and I am happy to be able to have helped :-)  Lucky for me my day is nearly over as it is nearly knock off time here in NZ - hoping tomorrow will bring a little more productivity to us all....
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Sue Ware

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Hi Emma glad our conversation with Toni and I helped you too.
Toni just another day at the office.
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Emma Kavanagh

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Yes, thank you! I'm taking the small wins today! I know tomorrow is going to be better... for everyone! :)
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Tully Whiteman

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How can I get sales reports onto my computer in excel format while this issue is being fixed? I can't save them as they don't show up anywhere on my desktop and with email down I can't access them. 
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Vivien Atcheson

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Yes, I have a production report that I need sent in excel. I've just come back from Leave and have a tonne to get in so that I can tell my customers where we are up to...
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Aleisha

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Hi Tully, choose 'Export' instead of email, then download the file to your computer using the function located in the top right corner.



(Edited)
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Hi Tully,
If you've already saved the PDF in Hosted using File > Save as PDF you'll then need to use the floating toolbar to download the file to your computer.

Alternatively, you have the option to select Print and select Save as PDF as your destination. This will allow you to save the file directly to your PC.
See my screen capture here for the process on this HERE
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Tully Whiteman

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Thanks Aleisha. We still can't save the files on our computer as they are trying to save into files called backup or My Live Q. We then can't find these files or locations anywhere on our computers. I'll just have to keep waiting I guess. Appreciate you taking the time to reply :) 
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Toni

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Hi Tully
I would export the excel reports into the Q Drive and then use the floating toolbar as above to download onto your local computer.

I have created Folders within the Q drive so I can always find the reports I am wanting to download. 
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Hi Rav,
I'm not trying to save an invoice I am trying to send a report in EXCEL format from Reckon to myself so I can then edit it on my computer. A PDF isn't any good to me at the moment unfortunately. Hopefully this issue is all sorted soon.
Thanks!  
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Tully Whiteman

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Thanks everyone for your help! All sorted now. 
Aleisha and Toni thank you! 
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Vivien Atcheson

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Rav,

when they are looking at their ongoing fix, maybe they can clean up some of the issues that have been raised for ages now. ie. Sending emails with my Company name in the "from" line instead of accountshosted. I know I can email to myself first as a work around ... but it's time consuming. When I send directly from Hosted, I am taking the risk that it'll end up in a spam folder - or that my customer won't recognise it and ignore it - or that the email address is incorrect and I won't receive a non-delivery notification as you do in other email systems...
Time to fix it :)
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As well as what Vivien said, a copy needs to go into my sent folder so that i can actually see if it's been sent.  The only way I found out there was a problem yesterday was when a client emailed me to say that a report I'd promised to send had not arrived.  It was only then that I knew to check the community as I'd emailed several invoices and it turns out that none of them had actually gone!!  I know that you can send a copy to yourself and then forward it to the customer, but that all takes time and shouldn't be necessary.
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Paula Peyre

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you need to bcc everthing to yourself as it is sent from the cloud not from your email. hope that makes sense.
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Paula Henderson

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I agree with Shelly, we need a confirmation to say if an email has actually gone through or not!
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Sam Tanner

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If you want confirmation that an email has been sent, you need to set it up in preferences and Bcc to your email address. We have been doing this and it works. Go to preferences in the edit menu, then Send Forms, go to tghe Company Preferences Tab, and add an email in the Bcc section. You will have to add an email for each different form that you send ie: Invioces, Purchase orders, Sales Reciepts etc.

Hope this Helps
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Shelly Doake

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Thanks Sam,  I've done what you suggested so hopefully it works.
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Kaz

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Arghhh! How frustrating! Any updates please? Customers are waiting! Thanks.
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Lorilee Yeates

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Have you emptied the google inbox and outbox on the external email server? It has probably reached capacity. 
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Diana Abrams

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What is the status of the problem?

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Rav, Community Manager

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Hi Diana,
See my latest update a few minutes ago toward the top of this thread.
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Raelene Neil

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I am printing to a pdf & sending them as an attachment, 
 now I know the emails are not reaching the end user. 
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Sue Corkill

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wanting to clarify that all the work that has been emailed will not go through and will have to be resent??
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Rav, Community Manager

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Hi Sue,
Unfortunately any emails that have been sent from within Hosted since this problem started yesterday to present will need to be resent after we've got it back up & running.
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Emma Kavanagh

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In the past couple of weeks, I have also been unable to print anything from my accounting program, and instead having to email each document to myself and printing from there. Has this been an issue for anyone else or something I need to get rectified from my end please? With email down, I am unable to send statements or anything much at all.
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Alana Patrick

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I have NEVER been able to directly print, since changing over to Reckon hosted. I have always had to email it "to myself" to print. I just though ti was our system.
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Rav, Community Manager

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Hi Emma,
Can you please create a separate thread from this one in regard to the problem with your printing and we'll have a chat about it there.

Cheers
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Emma Kavanagh

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Ok, sorry.. I'm new to this. Will try to do that.
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Dianne Holloway

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What's the latest update - this is causing me so much grief!
the update at the top has not changed for well over 12 hours
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Rav, Community Manager

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Hi Dianne,
My last update was an hour ago. Take a look at my series of update posts below the opening post at the top of thread.

Will have another coming shortly.
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Dianne Holloway

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Yes I can see and have looked at all the posts but it tells us nothing - it is exactly the same as yesterday, last night and earlier today

Hi everyone,

We're currently investigating reports of email issues affecting Reckon Accounts Hosted.

Early investigation is showing that outbound emails are being sent from the Hosted service but not being delivered to the recipient.

This affects recipients in the To, CC and BCC fields.

Our Hosted team is currently looking into this as we speak and we sincerely apologise for the inconvenience this is causing at the moment.

Further updates and more information to follow
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Rav, Community Manager

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Scroll down from the opening post. There are a series of update posts with additional info.

Latest update at 12:45PM today

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Emma White

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Glad it has been fixed but is there an email log somewhere so you know what has not been emailed ?   Time for Reckon to connect to Outlook or email programs so we have we have records email are actually sent
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Lisa Spackman

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Yes I agree - since I did not realise there was a problem, I did not take any notice of when I sent the emails.  Is there a log to find out???  Or just by the non payment of an invoice????
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Joy Bodker

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In Q Drive there is a log folder, scroll down to find the QBMailClient, find the correct date and open the log, it lists the emails sent, the time of sending and if there was an error.
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Emma White

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Thanks for the info Joy, I have found the log and this is very useful.
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sharon palmer

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so what happens to all the emails that have been sent over the last day or so up till now ??
do i have to go back and resend all the invoices and statements again ??
Is there a report we can run to see what emails we had sent during this time or at least on this day as cannot remember everyone sent. We could do that with MYOB so thought you must have something we can use.

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