Reckon Accounts Hosted - Login Issue 1 March - RESOLVED

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  • Problem
  • Updated 4 years ago
  • Solved
  • (Edited)
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Hi everyone,
We are currently experiencing issues with the ability to login to Reckon Accounts Hosted.

Our IT team is aware of this and are working to rectify this issue at the highest priority.

Further updates will be provided here.

We sincerely apologize for the inconvenience.

*UPDATE - ISSUE RESOLVED*
11:30am AEDT

Hi everyone,
Our IT team have successfully implemented a fix to the issue impacting Reckon Accounts Hosted users today and access is now available.

*UPDATE*
2:17pm AEDT

Hello all An update to the Reckon Accounts Hosted issues. We are now back up and running and all users are able to log in and access the system.

We understand everyone’s frustration with the outage this morning, and if you suffered any inconvenience we apologise sincerely.

The issue was related to some middleware technology, which connects our users to the platform, which didn’t recognise the leap year and as such we have had to manually update each session host to resolve the problem.

I acknowledge some of the comments on the community today challenging how this could happen. Our team works very hard to monitor the system and to quality assure everything to maintain the best possible user experience. Sometimes in technology things happen that could not be foreseen, and the fact that one piece of our technology was not prepared for the leap year is enormously frustrating.

Please trust that our team is working on all components of our solution to ensure this kind of error never happens again.

Sam Allert

Managing Director - Australia & New Zealand
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Rav, Community Manager

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Posted 4 years ago

  • 11
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Constant

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Thanks Rav :)
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Rav, Community Manager

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Hi everyone,
The cause of the issue this morning has been identified and the team are working on developing a solution.

Further updates to follow.

We sincerely apologize for the inconvenience.
Yah I'm in thanks Stephen
Yah I'm in thanks Stephen
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Julz Blackmore

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Thankyou :)
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Duncan

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I can login, but when I do a transaction, I am bumped back out again. What is the deal?
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Rav, Community Manager

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Hi Duncan, do you mean that it logs you out fully when attempting this?
Which brower are you using and could you let me know if you experiencing the same problem on an alternative browser?

Let me know
Cheers
Rav
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Bobby Lea Anderson

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:-( 
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Martin Leenders

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Thanks Rav. It would be interesting to know what time you guys started working on the fix? I have been unable to get any action since starting at around 7 am this morning. 
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Narelle Besseling

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It was earlier than that for me! I thought it was my system so I rebooted etc.LOL
I must say it is a bit frustrating given it is the 1st of the month
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Spyros Fatouros

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Paying a monthly subscription for a premium service & this happens. My staff cannot work, costing me money. Its all well & good to keep us posted but this shouldn't happen. 
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Stephen Prior

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As per another Stephen ...Click on Black Control Button...then tab back and open ...it worked. Have a great day
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ST

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I just logged in, and although it took a while it did eventually open, so maybe they have fixed it :-)
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Aileen Brauer

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Thank you Rav; 
Same here. Mighty annoying as I have orders to post (need to prepare invoices) & statements too. Grrrrrr
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Marshall Ghiotti

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Yeah. end of the month. Really good timing!!
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Tanah

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Can you please give a time for when it will actually be fixed? We've got invoices to produce.
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Rav, Community Manager

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Totally understand Tanah and I'm really sorry for the inconvenience this is causing.

As soon as I have more information I will share it here.
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Tanah

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Okay thanks. Is it hours or days? Do you know?
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Steve Makar

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this is why i shouldn't have gone on line 
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Jocelyn Harvey

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Yes we have been trying since 8 am to get on.  End of the month, start of a new month, Really not the best time for this system to be down.  
If you can give us an idea. Very inconvenient.!
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Stephen Prior

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Hi all this worked...Click on Black Control Button...then tab back and open ...it worked. Have a great day
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Sue Miller

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Yes an ETA would be courteous - are we looking at a couple of hours, a day or a week to fix. The fact that you have identified the issue is helpful - but meaningless to us. When should we check back?
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Rav, Community Manager

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Hi Sue,
Updates will be provided here including an ETA as soon as I receive firm word on this.
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Olenka Muzic

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is there an eta , please. end of month needs to be down now


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Hailz78

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Still Waiting on an ETA please!


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Kirsty Foley-Lewis

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Yes an eta would be good!  Just an approx. time would be fine...
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Rav, Community Manager

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Hi folks,

Our IT team have successfully implemented a fix to the issue impacting Reckon Accounts Hosted users today and full access is available.

We sincerely apologise for the frustration and inconvenience caused.

Please let me know if you are still experiencing any issues regaining access.

Thank you all for your patience.

Rav
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jenny philippi

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Yep very inconvenient being the 1st of the  month. know you are doing all you can but doesn't help us
Customers are wanting to know an idea of how long
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Annelys

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Not what you want to see when you have much work to get done. 
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Rav, Community Manager

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No it most certainly isn't Annelys, and I'm sincerely sorry for the inconvenience this is causing. The team are working on this as we speak and further updates will be provided in this thread.

Thank you for your patience

Rav
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Bryce Thompson

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Every time I talk to the Help desk I am told 45 Minutes and that was 2 hours ago. What is going on ?????
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Rav, Community Manager

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Apologies for the confusion Bryce,

I will provide you a firm timeframe/ETA here on the Community as soon as I receive this from the team working on the solution.
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Ian Pye

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any update on how much longer
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Fiona Payne

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What time????????
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Rav, Community Manager

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Hi Fiona, I'll share an ETA on resolution as soon as I can. 
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Katherine Smith

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I am in .. thanks


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Lynda Ross

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How much longer approximately???
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Rav, Community Manager

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Hi Lynda, I'll share an ETA on resolution as soon as I can. 
Mine has been like this since 5pm yesterday. Very annoying seeing as I only got all my data back at 4.30pm
(Edited)
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John Zhang

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One of classic Reckon issues
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Kathy

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This can have massive impact on business! We need access off line!


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John Smith

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YES PLEASE GIVE US AN APPROXIMATE TIME THIS WILL BE FIXED
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Rav, Community Manager

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I'll share this info as soon as I receive firm indication from the IT team working on the solution.

Apologies for the inconvenience this is causing.

Rav
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Carol Menzies

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Come on Reckon - 4 hours is getting a bit too much. Who's going to pay us for working overtime to make up for down time??
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ian

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i managed to get hold of reckon help desk 90 minutes ago and they said the fix would be in 30 minutes after that and still no progress. This would suggest that it is a bigger problem than they thought
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Fiona Payne

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Told me the same thing
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43midget .

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I am sitting here with heaps of work to do, our whole business grinds to a halt without the computer. Everything, including inventory,pricing , etc.. this is a BIG problem for us
 
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Rav, Community Manager

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Hi everyone,
As soon as I have word on a timeframe/ETA I will update the thread here. I do not anticipate this being a long term issue however I'll wait for word from the specialists for firm information rather than speculate.

I can fully understand that the timing of this issue couldn't be any worse and I apologise for the frustration.

I'll keep this thread informed with more info.

Thank you
Rav
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Steve Stokes

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What do you consider a long term issue given that it has already been a number of hours that the system has been unavailable and no further details on the issue nor an ETA provided ?
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Angela

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I rung them again for the second time today. Their advice is to watch this page and wait until they post up that it has been fixed. 3 hours of down time and counting.
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Jocelyn Harvey

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Seems like everyone's business grinds to a halt.  We have come to rely on Reckon for our business.  Perhaps it is time to start looking at the alternatives out there for our accounting package.
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Lonnae Harris

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Very frustrating - an ETA on repair would be useful please. This is having a big impact on work flow given the time of the month that its happened. Any updates??
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Patricio Sepúlveda

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This is incredible, just during month end, should please send an email to the accounts when the system is back running, should be rebate for this issue, we have now 4 accountants in the company not able to do AP or AR or any accounting activities thanks Recon.

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