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

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Tiffany Burness

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So will Reckon be reimbursing us for business and time lost? This happens so regularly these days I have lost count, Now i am sitting here waiting, everything i have to do is in Reckon!
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Tracey Little

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I hear you. Though to be fair, it's rarely this bad (time down). 

Regardless, we are supposed to be paying for a reliable service and this is not reliable anymore.  

I feel nervous on it almost on a day to day basis wondering if it's going to crash. That's not a good advertisement for your software Reckon so please get it together or the whole company will crash!
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Lindy

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Reckon crashed on me last Thursday and I lost an afternoon's work and now I'm having to be sent home again today!!!  Neither I nor the boss is happy!! 
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Eytan Jacobs

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swop to Zero accounting... 
that's my next step
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Eytan Jacobs

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SWOP to Zero.... I am
Reckon have driven me to episodic rages and bad hair days
leave while ur still sane
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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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AMHS

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Awesome!  now I feel a lot better about the whole situation....

Congratulations, AMHS! Your recent activity in Reckon resulted in your receiving a new badge. Keep up the great work!

75_badge_2x_original You've been awarded the following badge: 75 Points
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Tracie McAlister

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Thank you for the update
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Eytan Jacobs

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ha! funny thing about these leap years u never know when they're gonna crop up right?
they just leap around causing havoc all over the show,
you'd think the IT company that takes care of our mission critical data woldl consider small details like leap years etc.....
apparently not....
never mind swap To ZERO ... I am
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Rav, Community Manager

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Hi Tracey

We maintain very high QA standards but with any complex infastructure there are occassional anomalies that sometimes are unavoidable. We apologise for any inconvenience caused. Thank you for your patience and we are working hard to resolve this.

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Rav, Community Manager

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Hi Tracey

We maintain very high QA standards but with any complex infastructure there are occassional anomalies that sometimes are unavoidable. We apologise for any inconvenience caused. Thank you for your patience and we are working hard to resolve this.

This is the second time that our company has had to go through this. This sub par hosted software costs way too much to be this inconvenient. The amount of times that I get the wonderful black screen or get booted off randomly is insurmountable. The ridiculous process of printing should also be worked on. With the amount of money you would be receiving for subscriptions, there sure hasn't been any improvement in the 2 years that I've been using. Pick up your game or you will lose your customers
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jenny philippi

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couldn't agree more. especially with the printing process OMG!!!!!!!!!
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Eytan Jacobs

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Swap to Zero... their hosted POS software Vend hasn't had 1 outage in the 1.5 years I've used it.
Reckon doesn't respect it's customers and might finally start to take us seriously when we've all gone the way of the dodo!
 
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Angela

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It seams like Rav loves his copy and paste option. But changing it up every 5 answers or so.
What is happening? Will the system be up at all today before 4pm. Should I be contacting all of our customers that have put orders in today letting them know we can't send out any orders today? 
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Rav, Community Manager

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Hi Angela,
An update on the details of the issue itself has been posted above.

Thanks
Rav
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Tracey Little

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What else can he say really huh?
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Tracey Little

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We have orders too, a massive shipment out today.  Fortunately I printed our open sales orders yesterday.  We usually send invoices with goods though on this occassion it appears we may not be able to.  Looks like finding a creative (aka manual) way to get things done!
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Angela

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Unfortunately our orders come in on the day and hospitals don't like waiting for their diagnostic supplies, with only 4 staff and thousands of products there is no manual way of doing it. We only changed to Reckon online at the beginning of this financial year maybe we should go back to the old system. 
(Edited)
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Tracey Little

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You can still send them out Angela, just manually.. and will need to do a catch up later huh.  I'm not saying this is good. It's not!! Oh and I work in the medical field also and we have things that have to get out same day etc...
(Edited)
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Sue Hayes

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Hey Rav, time to copy and paste the comment from 6 minutes ago
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Rav, Community Manager

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Hi Sue,
You'll notice an update on the issue itself above.

Cheers
Rav
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Tracey Little

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Thats a bit mean Sue
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Victoria

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Also an opportunity to look at your own company solutions. There are many reasons why you may not be able to access online information and you should all have systems in place to handle it. 
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Victoria

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I should add I am feeling very stuck with nothing really in place to handle this. Argh!
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Tracey Little

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I was just discussing this with a work colleague.  Not to take the onus off Reckon, but companies should have their own disaster recovery plans too. 
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Tracie McAlister

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Yes you are right Tracey.  I admit I come unstuck this morning but today is a great opportunity for me to work out how I'll get around things to at least get orders out and keep things running.  I'm an owner operator so its just me to do the catch up, but catching up is the least of my worries.
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Tracey Little

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I just read in another comment someone said they could manually send out orders however all her address contacts were on Reckon.  As soon as Reckon comes back, I'll be exporting this info and keeping on file for times like this.  

And yes, catching up least of mine too.  I have reporting due with takes about 2 days and has deadlines.. arrggh 
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Robert Mitchell

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My computer did not crash yesterday because of the Leap year, we may all leap away at this stage.
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Sue Miller

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Robert - that is because the servers must be located in the US. It is the 29th there today!
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David

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So presumably in 6 hours it will crash in the US when it becomes 1st March. That's an incentive to fix it!
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Tracey Jones

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People!  Everyone knows how inconvenient and expensive it is to deal with Reckon being down!  Of course it's very frustrating, annoying, distressing etc etc.  But this stuff happens.  That's just a part of using an online system.  Amazingly convenient when it works, which is most of the time, and amazingly inconvenient when it isn't.  I've never found Reckon Accounts to take an issue like this lightly, I'm sure they are putting everything they have into fixing the issue as a matter of extreme urgency.  If there is no plan B to keep productive, that's just the way it is.  If it's not back online soon, it will totally stuff up not only today, but the rest of my week and next week as I have to go into hospital and will need time off next week, and I have two regional offices and staff depending on me getting my work done, especially this time of the month as per the above comments.  That's just life with an online system.  We just have to deal with it.
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Tracey Little

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I agree to a point Tracey. But there does need to be a better resolve when disaster like this hits.  As has been mentioned, an offline option etc.

So many businesses are losing money because employees are sitting there doing nothing.  I don't think this is a one size fits all scenario.  Some are going to be worse off than others.

Regardless, an offline solution would be good and should already be in place.
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Tracey Jones

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Offline option that updates when next online would be perfect I agree!  I wonder what resources are being dedicated to getting this off the ground, would be an amazing selling point for Reckon, as internet outages can be an issue world wide, especially in country areas.  How about it Reckon?!?!?!?!?
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Eytan Jacobs

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Sorry Tracey, sorry but nonsense....
I use Vend POS & intent to swop to their Zero accounting asap. They've never had 1 outage in the 1.5 yearsI've used it & have designed redundancy into their system, so that even if down you can still use the system....
Reckon are arrogant and incompetent and until recently shown no respect for their clients... I'm an easy gong guy but I hate this company (they crashed my file and blamed me & for days I contemplated the nightmare of having to re-enter years of data).
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Steve

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The point here is this issue is ongoing it has not just happened it has been going on for nearly a month
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Cameron Rolland

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We had issues with our payroll provider yesterday also because of the extra day. I think there are going to be a lot of people frustrated today with the lack of communication from Reckon and the fact that Australia is dealing with this several hours behind New Zealand. I have sent my admin staff home for the day as I suspect that its going to a while before we have a fix.
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Michael Standen

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Rav, Two things:
1. When you write a reply to someone or post an update, don't bury it in the replies to someone elses comment. I saw an update of yours posted a few minutes ago as a reply to someone elses comment and I cant find it now. and noone will see it unless they scroll through every comment and reply.
2. How Do we setup these pages so we see comments in time order? 
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JC

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Yes, time order would be great
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Russell Lipton

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This is costing my business money !
We had this issue yesterday.
I will be demanding a rebate on the joining fee.
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Waldo Wilson

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Hey Rav,
Every comment from you states you will wait to hear from the team for an ETA.
How about actually asking them and demanding an ETA, even an interim one. A lot of people are relying on knowing when they can get back to work. The priority for your team is to get it fixed, so I understand if they don't think to give you an ETA. You have to demand one from them. Use some initiative.
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Rav, Community Manager

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Hey Waldo,
I am in constant communication with the team during this all of this and they (and myself) are fully aware of the demand for an ETA.
I want to ensure that the most accurate information as possible is being communicated and I should have an update on this shortly.

Thanks
Rav
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Waldo Wilson

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Rav,
You say you want to give accurate information. No information is worse than inaccurate information. An estimation would be good. Is it because your bosses don't want any record of the downtime published?
Waiting around for you guys to say "it's fixed, you can get back to work now" is not good enough. Give us an ETA now, you can always update it if things change. By the way in the acronym ETA, the E stands for Estimate. We don't expect this to be precise, we understand roughly is good enough.
We pay our fees and deserve better than this.

Furthermore, now that I have your attention, on a number of occasions I've suggested improvements via your feedback link, and not once have they been acknowledged. Needless to say nor have they been implemented. Why do you ask for our feed back if you pay no attention to it? I only use you platform because my book keeper uses it, even she is thinking of going elsewhere now.

Tell your superiors your company must lift it's game.
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Hayley

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Telstra gave customers a free day of data when there system went down.  Reckon your systems are for business and our businesses are suffering today.  You should compensate us all on our subscriptions.  All of your users are losing money at the moment.  Not good enough.
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Janette Hall Houeix

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That day of data was on a Sunday (no good to our business though) and I didn't even get a notification of it. 
I'm assuming that as per normal when Reckon has gone down we will get nothing!!
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Hayley

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It was a Sunday Janette, but at least the company recognised that we lost money that day. I had over 10 notifications on txt, apps and emails.  this situation is ridiculous. sitting here watching a thread to see when we can start working - argh!
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Janette Hall Houeix

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True regarding Telstra - it would have been nice to have received just one text from them though.  Having been with Reckon for a few years now and seen a few issues like this where we've been offline for sometime, they have never credited their customers with anything and I'm assuming that this will be the same.
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Russell Lipton

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Totally agree , though at least 6 months free , we have lost over 2 k in sales.
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Jamie

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Hey Tracey

I assume they may have a POS system and cant raise invoices coming in.   
If you are in a shop selling to customers this would be a nightmare. 

Some businesses could ue a manual invoice book from officeworks.   But I guess this would not be possible for all businesses.      
(Edited)
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Sally

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Was all set to do them manually and enter them later then remembered the client addresses are in the hosted system - note to self - keep a manual backup of current client contact details.
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Tracey Little

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Ahh yes Jamie, POS systems would be a nighmare.  Thanks for that.  As I mentioned in another one of my comments here somewhere, some will be worse off than others :-( 
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Tracey Little

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Oh Sally, a great idea!  :-)  We rely too much on computers I think.  And where accounting systems are concerned, we should be able to. The cloud has always scared me! hahah
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Jamie

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Hey Sally

If you use a courier you may have their address details on consignment notes or if done online they maybe on their system if you do online consignments.
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Christine Schreyer

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Any ETA yet? Have been using the downtime watching Xero Roadshow videos - they only had 15 minutes of unplanned downtime in 2015
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Jodi

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I just logged into Reckon Australia, no email to let me know that i could. Thanks for the effort of letting us know.
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michelle

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Totally frustrating 
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Carly

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Rav I would really like to know if we as hosted account uses will receive an email once the issue has been resolved? It seems ridiculous to me to expect people to sit and wait and watch this thread to hear any news. I'm sure I am not the only person in business that could be using this valuable time elsewhere. Can you please confirm a.s.a.p. Thank you
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Jodi

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I just logged into Reckon Australia, no email to let me know that i could. Thanks for the effort of letting us know. No they didn't
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Carol Menzies

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AND will it handle the overload of everyone going flat out once we can log back on
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Julz Blackmore

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Wow Rav I hope you are getting paid well to be coping every ones frustration with the company.
Remember people he is only trying to do his part of the job. Its the company letting you down not the person, He can only use the tools he is provided with to help us.
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Vanessa Lander

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Well said
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Tracie McAlister

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I agree, please don't shoot the messenger
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Bronwyn

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How often does this happen???? We have just updated/changed to the 'online version' this is our second day using this system.
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John Zhang

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You would expect this sort of issues happen at least 2 times per year...

Welcome to Reckon Online.
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Cary Struckel

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What a show!! Ole 29th of Feb strikes! Down goes reckon. Probably
 lost all the data also :)))
(Edited)
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Nick Wood

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I must struggle with Reckon issues once a month, at least!!! And half the time when it IS up and running, I'll have problems with internet/connection to the servers/or whatever else, and ends up taking 30mins+ just to write up/email off ONE invoice!!

Very inconvenient system to use, when there's no option to continue working offline whatsoever... Even if just for data entry!

I'll be cutting my losses and starting over with xero. Learning from scratch can't be as painful as reckon hosted. 

 

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John Graetz

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Hope you are diligent in making daily backups Cary.  It is at times like this when you might have to rely on them.  John L G
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peter.neale

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We have been using Hosted for some years and I have to say that this sort of outage is fortunately very rare.
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Melinda Jane Koth

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Not good enough Reckon, two weeks ago it took you 10 days to fix Reckon one issues and now Reckon HOsted !!! The company communications are awful to say the least. You can email us to say there is maintenance on Saturday. WHY cant you EMAIL your clients first up when there are outages rather then have to read a forum.....
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Paolo Melchor Papa

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Can Reckon give us an estimate when will this be fixed so our time can be managed well for the day.
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GSD Support

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The Terms and Conditions agreement of the Reckon software is a chop-shop of cut and paste with obvious contradictions. Funny, but I can't seem to find a Service Level Agreement (SLA) documenting guaranteed up-time for our hosted service ... Plenty of "Reckon does not guarantee, the uninterrupted availability of the website or applications hosted by the website by Reckon’s servers" ... which is a No-No as far as consumer law for specific online-services supplied.

Thankfully, Australian consumer law provides very simple guidelines which protect the consumer against overly complex or contradictory agreements.

Everyone will be happy to know that, as defined by Reckon's own Terms & Conditions, we are eligible for "reasonably" foreseeable loss or damage. http://www.reckon.com.au/aboutus/term...

Couldn't make a payment and will be charged a late fee or interest? Lost an important sale or group of sales? These may be seen as reasonable and foreseeable loss as a result of your "primary" accounting package failing, consistently over a sustained period of time.

7. Limited warranty
...
You are entitled to a replacement or refund for a major failure and *COMPENSATION* for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
...

Accounts Hosted subscribers only:
Offline access for PC only. A corresponding current version of an Accounts Enterprise licence is required for each user to be able to copy the data file created with the Services and work offline, and charges may apply. Please refer to the terms and conditions of the licence for Accounts Enterprise desktop. The Accounts Hosted online data files may not always be compatible with the corresponding Accounts Enterprise desktop software.
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Tracie McAlister

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I have a question. 


Couldn't make a payment and will be charged a late fee or interest? Lost an important sale or group of sales? These may be seen as reasonable and foreseeable loss as a result of your "primary" accounting package failing, consistently over a sustained period of time.

What is deemed a consistently over a sustained period of time?
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GSD Support

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It all comes down to what is reasonable or, in this case, unreasonable. I would suggest that the software being unavailable for a complete business day, 9:00am-5:00pm, would constitute an unreasonable failure of service (from a consumer's perspective).

Also, poor communication from the service provider and a lack of alternative intermediate solutions adds to the case.

For some businesses, even a couple of hours can be devastating to sales and business goodwill. If you can present a reasonable compensation scenario to Reckon that is applicable to a large sections of users and how they do business, then compensation may be due.

If you have no luck talking directly to Reckon and if enough people lodge a complaint with a NSW Fair Trading then they can fine, or at least pressure, Reckon into action. http://www.fairtrading.nsw.gov.au/ftw...
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Patricio Sepúlveda

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Reckon should send an email informing the problem, and ETA to have the system back, and a compensation plan for all customers.
Plus a second email informing when the system is back, we cannot spend out time checking if the system is back.
(Edited)
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Eytan Jacobs

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I can't wait to swop to Zero accounting.....
Reckon doesn't take take seriously the impact on us businesses that rely on reckon to issue invoices i.e. their software is critical to our business - we need it every minute, every hour.....
We already use Vend POS and it's superb... intuitive, simple and never goes down.....
checkout their accounting software Zero... the next step for us.
Despite recent improvements in service & much better attitude of tech support I'd had enough of Reckon, their arrogance & ongoing incompetence (crashing my file and then blaming me - no service for days) 
good luck fellow users... i'm outa here

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