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

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**

Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1709675/13797-11m8g7f_inlineJPG1519873048

Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1709675/13797-11m8g7f_inlineJPG1519873048

Rav, Community Manager

94,190 Points

Posted 2 years ago

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2 years ago

Joel Schutz

90 Points

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

2018-03-01T03:08:14+00:00

Rav, Community Manager

94,150 Points

Apologies Joel, certainly not the start we'd like you to have with Hosted! We've got the Hosted squad looking into this as we speak and hopefully should be resolved very soon.

Further updates will be made on this thread as soon as possible.

2018-03-01T03:09:32+00:00

Jeremy Engelman

120 Points

Thanks Rav..... was experiencing this now..

2018-03-01T03:10:54+00:00

Somain Rapana

80 Points

i am unable to login....whats going on ..nt happy

2018-03-01T03:12:53+00:00

Steve Stokes

512 Points

Rav, this has not been an uncommon occurrence this year. First an upgrade that had to be reversed back to the old system and other subsequent problems.

2018-03-01T03:16:41+00:00

Carol

140 Points

Can you please tell me when this problem will be fixed. I am wanting to use Hosted ASAP but am not able to log in

2018-03-01T03:19:28+00:00

Jeffrey Arana

1,114 Points

Following. Thanks Rav.

(Edited)

2018-03-01T03:22:14+00:00

Rav, Community Manager

94,150 Points

Hi everyone,
It looks as though the cause of this problem is affecting performance of our website as well. I don't have an ETA on this just yet as the team are continuing to investigate. I'll keep you all posted as soon as I receive further information on progress.

2018-03-01T03:33:30+00:00

Rav, Community Manager

94,150 Points

Hi again everyone,
I've just heard that the team have isolated the cause of the problem and are now switching to formulating corrective action to resolve it.

Should have another update to share in approximately 20 minutes. Appreciate your patience so far everyone, thank you.

Rav

2018-03-01T03:36:30+00:00

Liz Hogg

714 Points

great, do we get reimbursed for the lost revenue, because of a disfunctional Accounting System. i have clients waiting for receipts and I need to invoice so i get paid for jobs that i can't process until i get paid or them. thats it need a service that works when i need to use it.

2018-03-01T03:57:39+00:00

Somain Rapana

80 Points

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

2018-03-01T04:38:53+00:00

lachlan watkins

74 Points

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

2018-03-01T04:55:14+00:00

Christine Dalrymple, Accredited Partner

250 Points

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

2018-03-01T05:00:15+00:00

Jeff Worme

192 Points

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.

2018-03-01T05:00:15+00:00

Jeff Worme

192 Points

2 years ago

Sara

1,060 Points

Pretty awesome timing at change of month.... pretty desperate to get in
Wouldn’t suggest I’m getting value from my fees

(Edited)

2 years ago

Hayley Pearson Accredited Partner, Accredited Partner

182 Points

How are we going with this??

2 years ago

Steve B

320 Points

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.

2018-03-01T03:48:01+00:00

Steve B

320 Points

That was quick. I am logged back in. Thank you for the quick fix.

2018-03-01T03:49:04+00:00

Steve B

320 Points

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.

2018-03-01T03:51:47+00:00

Rav, Community Manager

94,150 Points

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.

2018-03-01T04:35:18+00:00

Diane McKone

134 Points

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

2018-03-01T04:37:27+00:00

Rav, Community Manager

94,150 Points

Hi Diane,
Please see my post further below on this

(Edited)

2018-03-01T05:08:49+00:00

Steve B

320 Points

Thank you guys for fixing it.

2 years ago

Donna

150 Points

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

2 people like this

2018-03-01T03:49:32+00:00

Steve Stokes

512 Points

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

2018-03-01T03:51:45+00:00

Donna

150 Points

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.

2018-03-01T04:02:42+00:00

Steve Stokes

512 Points

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.

2018-03-01T04:05:43+00:00

Liz Hogg

714 Points

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)

2018-03-01T04:32:01+00:00

Jim Mcmanus

60 Points

end of month you must be organised im 60 day behind

2 years ago

Jan V

544 Points

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.

2 years ago

Rina

80 Points

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'/

1 person likes this

2018-03-01T03:59:05+00:00

Jan V

544 Points

I got the same message!

2018-03-01T04:18:49+00:00

Diane McKone

134 Points

Me to

2 years ago

Somain Rapana

80 Points

yes i a m getting the same message

2 years ago

Derrin Rodriguez

92 Points

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)

2 years ago

Hayley Pearson Accredited Partner, Accredited Partner

182 Points

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

2 years ago

Rav, Community Manager

94,190 Points

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.

2 years ago

Rav, Community Manager

94,190 Points

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

Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1709699/RackMultipart20180301-57288-1amx8x7-Error_inlineJPG1519876782

Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1709699/RackMultipart20180301-57288-1amx8x7-Error_inlineJPG1519876782

(Edited)

2 years ago

wsmech

130 Points

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....

1 person likes this

2018-03-01T04:36:00+00:00

Tony Beck

70 Points

Yes Not working

2 years ago

Mark

80 Points

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

2 years ago

Briony Campbell

160 Points

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.

3 people like this

2018-03-01T04:29:24+00:00

Kathy Ridley

70 Points

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

2 years ago

Kaitlyn1798

552 Points

I just got

Object reference not set to an instance of an object.

2018-03-01T04:24:48+00:00

Linda

152 Points

Yes, that is the message we get too.

2018-03-01T04:25:09+00:00

Mark

80 Points

me too now

2018-03-01T04:29:49+00:00

Mary Aughney

90 Points

Me too

2018-03-01T04:36:00+00:00

Jan V

544 Points

Me too!

2 years ago

Brett Cole

156 Points

I am receiving this error Message. Any reason why?

Object reference not set to an instance of an object.

2 years ago

Carolyne Watson

120 Points

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

2 years ago

ANGELA NAIDU

318 Points

I am getting this message "Object reference not set to an instance of an object." ???

2 years ago

Hayley Pearson Accredited Partner, Accredited Partner

182 Points

yes now have that message too!

2 years ago

Kathy Ridley

70 Points

i have that message also!!!!

2 years ago

Tracey Hutton

180 Points

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 !!!!

4 people like this

2 years ago

Robert Lee

292 Points

I have been very patient..Had a long lunch, sorted my sock drawer. When are we getting back on line

2 years ago

Gareth from Just Valves

342 Points

any idea of ETA's???????:

2 years ago

Rav, Community Manager

94,190 Points

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)

1 person likes this

2018-03-01T04:34:54+00:00

lachlan watkins

74 Points

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

2018-03-01T04:36:37+00:00

Hayley Pearson Accredited Partner, Accredited Partner

182 Points

Looks like it is working - thank you

2018-03-01T04:38:39+00:00

Mark

80 Points

it's back online

2018-03-01T04:42:20+00:00

Natalie

60 Points

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

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