*RESOLVED* Reckon Accounts Hosted - Login issue (1 March 2018)

  • 1
  • Problem
  • Updated 9 months ago
  • Solved
  • (Edited)
Hi everyone,

We're currently investigating early indication of login issues affecting Reckon Accounts Hosted.

You may encounter the loading screen message or a timeout issue when attempting to login.

This issue is affecting new login attempts to Hosted only. Any users currently logged in and using Hosted are not affected.

We are investigating at the highest priority and sincerely apologise for any inconvenience caused.

**CLICK HERE FOR LATEST UPDATE**

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Rav, Community Manager

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Posted 9 months ago

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Joel Schutz

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Not a good look after we just signed up yesterday : / An inconvenience to say the least! I hope this doesn't happen frequently.....
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Somain Rapana

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would like to see that happen too....reimburse us for lost time and payroll delays 
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lachlan watkins

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glad I'm not using it for payroll, employees are a lot harder to fob off when they don't get paid than we are when you guys stuff up the system
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Christine Dalrymple, Accredited Partner

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Hi all, I managed to log in to Hosted. Unfortunately these things can happen and I know people complain when it does. At least it was resolved quickly. But I must note that the ATO Portals go down much more regularly and it can take hours or days sometimes to fix them. Well done Reckon Team. Cheers
Chris
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Jeff Worme

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It happens multiple times per week over many months in multiple locations.. I have 10 licences in 3 different locations and at any point in time someone cant logon. I am over it. Don't dare say the issue is resolved. It will be hear tomorrow and the next day. Moving accounting packages is a huge process but it has started. I am done. 
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Jeff Worme

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It happens multiple times per week over many months in multiple locations.. I have 10 licences in 3 different locations and at any point in time someone cant logon. I am over it. Don't dare say the issue is resolved. It will be hear tomorrow and the next day. Moving accounting packages is a huge process but it has started. I am done. 
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Sara

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Pretty awesome timing at change of month.... pretty desperate to get in
Wouldn’t suggest I’m getting value from my fees
(Edited)
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Hayley Pearson Accredited Partner, Accredited Partner

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How are we going with this?? 
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Steve B

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Do we have any idea of when it will be fixed.  I was logged in and it logged me out and then I can't complete my work. 

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Steve B

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Actually that was a false log in.  I saw my screen and then it went to PLEASE WAIT A MINUTE and comes back to the log in screen.
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Rav, Community Manager

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Apologies for that Steve, the Hosted squad are performing work on the service as we speak so there might be a few variances in the login process just for the moment.
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Diane McKone

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"Object reference not set to an instance of an object."  this is what it says when trying to log in?
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Rav, Community Manager

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Hi Diane,
Please see my post further below on this 
(Edited)
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Steve B

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Thank you guys for fixing it.
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Donna

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Just chill, we all have work to do but it's not that big of a deal...  It will be up again soon.
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Steve Stokes

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So an outage of 43 minute so far is not an issue. What about those of us trying to do end of month.
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Donna

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We are all trying to do end of month, enter data and issue invoices.  

In the grand scheme of things, no, it isn't the end of the world.

Grab a cuppa, have an early lunch or do something else.
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Steve Stokes

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I never said it was the end of the world, however, these problems have been more frequent this year with an upgrade that needed rolling back to an earlier version. Yes sitting and doing other work, however, not the work that needs to be done. For some, when these outages occur it can be a big deal.
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Liz Hogg

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Thanks Steve, not the end of the world, but as you say. when your business revolves around processing orders for eta critical times and need to be paid before you can order, it is a big deal. but can't do anything but get a little stressed as I'm letting my clients down.
(Edited)
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Jim Mcmanus

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end of month you must be organised im 60 day behind 
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Jan V

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This reply was created from a merged topic originally titled Reckon Host working very very slowly!.

Reckon Hosted too slow!I too am having problems today!  Firstly, to save each entry has been taking approximately 60 seconds - secondly, 40 seconds to print an invoice and now I've been logged out and can't log back on!  What a waste of my time!  I have tried to back up and verify data and the system isn't responding!  When will the system be back up and running?????? Very soon I hope.
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Rina

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I cannot login either... this is the message i get in red text

The EXECUTE permission was denied on the object 'g_UserIDByUserString', database 'SyncProv', schema 'dbo'/
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Jan V

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I got the same message!
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Diane McKone

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Me to
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Somain Rapana

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yes i a m getting the same message 
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Derrin Rodriguez

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hmm, not just a login issue. We were logged in and 1⁄4 way through processing a large payroll and got bumped off. hopefully all the data entered will be there when the problem is resolved and we can log back in !
(Edited)
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Hayley Pearson Accredited Partner, Accredited Partner

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The whole site has crashed now - Does this mean  we are getting closer to an answer - I am at a client with 4 other staff at the moment in downtime due to the outage - as you would imagine they are not happy.  I love this product usually but this past few months it is getting harder and harder to convince others it is the way to go - Really hope issues are sorted soon
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Rav, Community Manager

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Hi folks,
A further update on what we're doing at the moment, unfortunately the Hosted squad are experiencing issues deploying what we're confident is the fix to the login problem. Work is continuing as we speak and its our highest priority to put this right as quick as possible.

I fully understand that its frustrating and I sincerely apologise for the hassle and frustration that its causing. Thanks for bearing with us, really appreciate your patience so far. Will keep you posted.
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Rav, Community Manager

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If you're currently attempting to login you will encounter the following error message(s) -



(Edited)
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wsmech

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This reply was created from a merged topic originally titled I'm having trouble logging in as of 1 p.m. today, anyone else experiencing the sa....
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Tony Beck

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Yes Not working
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Mark

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I'm not getting an error message. The screen shows "Please wait a moment" for about 30 seconds and then it goes back to the log in screen
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Briony Campbell

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Rav do we have any idea on ETA...There seems to have been a lot of issues also with speed & now this.  We pay a lot of money for these systems to be functional.
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Kathy Ridley

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i agree totally and you are not wrong about the speed!
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Kaitlyn1798

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I just got

Object reference not set to an instance of an object.
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Linda

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Yes, that is the message we get too.
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Mark

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me too now
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Mary Aughney

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Me too
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Jan V

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Me too!
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Brett Cole

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I am receiving this error Message. Any reason why?

Object reference not set to an instance of an object.
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Carolyne Watson

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i got Object reference not set to an instance of an object.
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ANGELA NAIDU

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I am getting this message "Object reference not set to an instance of an object." ???
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Hayley Pearson Accredited Partner, Accredited Partner

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yes now have that message too!
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Kathy Ridley

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i have that message also!!!! 
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Tracey Hutton

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Very inconvenient ! We have customers waiting to pick up vehicles and cant do invoices !
Very bad for businsess. There is going to have to be compensation soon. Its happening all too often !!!!
 
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Robert Lee

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I have been very patient..Had a long lunch, sorted my sock drawer.  When are we getting back on line
any idea of ETA's???????:
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Rav, Community Manager

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Hi guys,
The error messages on login attempts will differ while we're conducting work behind the scenes to get access restored.

They all relate to the same problem though and I'm getting the same error messages you're all reporting as well. I've updated my earlier post above in regard to the "Object reference not set to an instance of an object." error message.

We're making progress on this but we're not quite there yet. More info to follow.
(Edited)
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lachlan watkins

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what is happening, have you cowboys been rolling changes into production without any testing?
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Hayley Pearson Accredited Partner, Accredited Partner

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Looks like it is working - thank you
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Mark

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it's back online
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Natalie

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Rav,
Is there an official line of communicating issues with Reckon?
I would just like to make someone aware that we have experienced a delay in our business.
Thank you
Natalie 

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