Reckon Accounts Hosted - Login Issue 1 March - RESOLVED

  • 11
  • Problem
  • Updated 4 years ago
  • Solved
  • (Edited)
Archived and Closed

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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
Just get Quickbooks download that way there are no "on line" problems which are the only problems we ever have......
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jackie

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not helpful!!!

a little late for this comment. we have already paid for the download version!!
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Scallywagg

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any chance of an update for ETA. i can only drink so much coffee 
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Arlette Mason

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I hear you!! 
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Patricio Sepúlveda

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We arrived early this morning to close the books on time this month, at this moment because reckon problems we are 4 employees waiting for a solution from 7 AM, The worst, we don't know when will be fixed. invelibable. Looking for a new online software for the new financial year.
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IONA

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Why did we ever decide to move to an online based system. This is ridiculous! We have pays to process this morning as I really don't want to have to do a manual run! This issue has been happening intermittently for the last month!!!
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NenethLangley

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Same issue with us.  We just joined cloud based Reckon for the first time and it is payroll today and we can't do anything.  Last resort is to go back to our company file in our server and do payroll there.  I don't want to do this.  Hope they can fix it quick today.  Not happy....
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Robert Lee

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Yep I am on coffee number 3.. I cant do anything.. Please an estimated time of restoration of service??
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Rav, Community Manager

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Working on obtaining an indication on that as we speak Robert. Will share as soon as I can.

Apologies for the inconvenience this is causing and thank you for your patience with us.

Rav
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Sharon Erdrich

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We become impatient.  That is the problem. 
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Jocelyn Harvey

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Any update PLEASE!
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Bobby Lea Anderson

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Just purchased the online version last week, hesitated for so long because of this sort of problem, was advised to use Xero, but I have used Quickbooks for about 7 years, so paid the $775 fees for the year ( for 2 users ) and bam! duped again.
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Barbara.Karl

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Adding my voice to the cause. There is so many good features of this product, it is really disappointing to have these issues. If we could get access to our file offline without having to go through the whole backup, download, store your file somewhere you can access it process offline this would not be so dramatic.
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Sarah Nation

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A great idea Barbara, might be something they will consider after this!  If they could somehow do it so you can work offline, and then sync with the online program once it is up and running.
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NenethLangley

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That is a good thought.  I wonder if we can work offline and sync later on.  This way we can do something and not wait until they fix the problem.

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Admin Rio Team Ltd

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that would be perfect solution, win win situation Reckon (you should listen to your clients)
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Vivien Atcheson

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Even if was only accessible by one person per file ...that way at least the urgent items could be addressed eg. Invoicing and Shipping Documents for deliveries booked for the day !
This and other issues seem to be inevitable - so the head in the sand attitude from Reckon is very unprofessional in my opinion.  After the last "great upgrade disaster" this might actually be the last straw ... I'm off to waste some time in Officeworks (sheesh ... costing me more money !!!! )
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Arlette Mason

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Coffee consumed - yes
Facebook checked - yes
Statements created - NONE
Payments made - NONE
Invoices created - NONE
Purchase orders created - NONE
Thank goodness I did payroll yesterday!
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Melissa

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Great to know you are aware of the problem and are working on the issue :) Fingers crossed it's back up again very soon.
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Rav, Community Manager

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Thanks Melissa, the team are working on this at the highest priority as we speak. Hopefully it shouldn't be too much longer and I'll share an ETA as soon as I can.

Rav
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Sharon Erdrich

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Depending on cloud-based software to run our businesses is an ill-founded strategy it would seem. There needs to be a solution for working offline in such situations. 
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Peter Brown

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Waiting waiting waiting
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Peter Brown

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So whats on daytime TV ?
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Sarah Nation

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Probably days of our lives!
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Fiona Lattimore

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Reckon you guys need to take this on as a sign.  You need to provide us with an offline option when things don't go to plan.  This kind of stuff is a great way to lose market share.  At least its nearly lunchtime...
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SR

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Ahhh yes I knew things had been running smoothly for waaaaayyyyyyyyyyyyy too long, I was almost starting to think this is almost quite "good". 

Always good to know that just when you think you are going well reckon can manager to "reck" your day!
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Suzanne Dow

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Updates are not coming through timely enough!! We need updates Reckon!!! 
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Rav, Community Manager

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Hi Suzanne,
As mentioned above, the cause of the issue has been identified and the team are currently working on the solution to this. I will provide a more detailed breakdown of the issue shortly.

As soon as I receive firm word on a timeframe I will share it here.

Thank you for your patience with us this morning and apologies for the frustration.

Rav
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Sharon Erdrich

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What we don't understand, Rav, is why the updates are so slow to come through.  Surely your software engineers (if they have the appropriate skills for the job) should be able to do an estimate for the fix. That is all we want (other than the fix of course).
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Jeremy

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Sorry Reckon I think you will lose a lot of people to xero over this.  It has just pushed us over the line to make decision for next financial year.  This login issue has been happening intermittently for the past few weeks for me (and also yesterday a few times) so you have had plenty of time to address this.
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Tracie McAlister

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Who knows, I think most of us are glued to this post and refreshing every minute.
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Jeremy

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Let's have some more updates Reckon People - this has been going on for over 5 hours now - you have hundreds of businesses frozen - how about a little communication to show you care (or at least pretend to)
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Peter Brown

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The GM probably out playing golf
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Barbara.Karl

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Historically it seems that there has been some form of major outage annually. We all get fired up and expect compensation of some sort. Historically this has not happened and yet we all stay, because we like the product. Time to reward the loyalty of the stayers.
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jackie

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absolutely!!!!
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Rav, Community Manager

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Hi everyone

As you are aware today we are experiencing connection issues with our Reckon Accounts Hosted platform.

We have reviewed all of our technology layers and our Reckon Accounts software and our hosting infrastructure is all operating normally. What we have found is that a piece of middleware, which connects users to our platform, is failing. It appears to be in relation to the leap year this year and an extra day in February. Our team are working on fixing and or replacing this middleware to get our Reckon Accounts Hosted solution back up and running.

We apologise sincerely for this inconvenience and please trust that we have all of our top technicians working on this resolution.

Sam Allert

Managing Director - Australia & NZ

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Jamie

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How was this not seen as a possibility and checked prior to today. 
Surely you have a process to prevent issues,   not just fix them when they occur.  

And easy to blame someone else's software.    

So based on your reply that your working on fixing or replacing it.   Should ALL your customers start considering the same thing.
(Edited)
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Peter Brown

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Unfortunately dont have time to go to Zero  Have 5 coys online with Reckon
Setup be a killer
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Fiona Lattimore

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and unfortunately zero charge per co instead of user.  Which for me is also a killer.  
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Jocelyn Harvey

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yes that is my problem too. 
perhaps once we are all back on line then we could all bill Reckon for the down time/hours for our staff for not being able to do the work.!
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Tracie McAlister

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Providing information goes a long way, it's not good enough to post 'updates' that only ask for our patience.  If you are dealing with the issue, you must have some idea if this is days or hours.  The longer we go without information only causes anger.  To have some indication may still be frustrating to us but at least we have SOME idea of what to expect. 
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Rav, Community Manager

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I can fully appreciate that Tracie and I'm doing my best to keep the thread updated with the most recent information I have at any given moment.

I would rather not speculate in regard to an ETA as I do not have a firm indication at this very moment in time from the specialists who are actually working on this. As soon as I have this information I will share it here.

Thank you for your patience with us.

Rav
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Sharon Erdrich

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I really don't get why we don't have an estimated time for the fix.  An estimate is JUST AN ESTIMATE.
please!
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Martin Brown

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The Offline option is the way to go. At least we can keep working out our business while whatever happens in "The Cloud" sorts itself out..Coffee might change to Beer soon !! 
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Lisa Perri

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It's 12 O'clock somewhere (or Beer o'clock!)


Considering the amount we get charged you would think they would plan for all scenarios to be sure their clients don't get crippled by incidents like this - beginners mistake and they sure are not new to the market - poor form.
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Sue Miller

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I wonder if it is a co-incidence that the servers are probably hosted in the US and it is February 29th there. This is a classic Y2K kind of issue that should have been addressed a long time ago - but often there were only fixes applied. Would take at least a day to get a patch out. Lol. I am going. They must use Citrix servers - which are incredibly reliable. The only other issue is a massive hardware failure. If it was a quick fix - they would have been online already. Sorry guys,
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John Graetz

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My understanding is that Hosted works under the desktop version of Enterprise, which is probably a pretty expensive alternative.  However, the situation this morning and at other times, highlights a need for all users Hosted to have access to Enterprise.  Under such a work environment, with a lockout first thing in the morning, one could use the backup from yesterday to start work in Enterprise and not have the day stuffed up as so many users are finding today.
Even if Enterprise was available for even obtaining information such as pricing etc, it would go a long way to pacifying people who currently cannot even run a business.
What about it Reckon?  Will you look at giving all Hosted users either full or limited access to Enterprise without hitting them to leg for a substantial cost?
John L G
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Tracie McAlister

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Hi John, I think you hit the nail on the head.  I don't even mind having to back track to input my activities, I have done it before when things haven't gone to plan but at least I can run my business for the day in the meantime.
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Pausa, Accredited Partner

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John I totally agree - I understand that as a hosted user you are eligible to have enterprise on your local system. We have brought a few files back to desktop before especially when we knew there was going to be power or internet stoppages.
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jackie

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im not interested in how it works i just want the system to work!!!
surely they can be honest with us 
if its a glitch like sue miller brilliantly pointed out at least when can tell staff to go home and i can go and pick up my 2  year old who is probably still crying!!!!!!!

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