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
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Constant

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Thanks Rav :)
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Marshall Ghiotti

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

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


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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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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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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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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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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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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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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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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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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.
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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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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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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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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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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