*RESOLVED* - Reckon Accounts Hosted login issue (12 February 2018)

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

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Hi everyone,

We're currently looking into early reports of issues when attempting to login to Reckon Accounts Hosted.

You may encounter the loading message such as the example below.

Initial indication suggests this is isolated to Australian Hosted users only.

Sincere apologies for any inconvenience this may cause, we're looking into this as a matter of urgency.

Further updates to follow

** CLICK HERE FOR LATEST UPDATE **

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Rav, Community Manager

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Posted 4 months ago

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Tania Richards

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This reply was created from a merged topic originally titled Can't log in this morning.

When I try & log in it just spins for a while then goes back to the log in screen.  Is there an issue?
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Tania Richards

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Thanks Rav
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Michelle Sanders

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I can't log in either :(
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Deborah Kemper

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This is the 3rd time in just over a week  -  Not good enough we rely on this
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Robyn

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It would be nice if you could find and fix these problems before start of business and not wait until someone tells you there is a problem. These issues are becoming very common.
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Amanda Ludlow

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Still cant log on , this is getting very frustrating takes forever to log on then says not responding , this is really starting to get on my nerves "come on guys really" Businesses stop when this is not running !!!
I get the same issue - can't believe its down AGAIN!
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Genevieve Gleeson

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having the same issue, unable to log in
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Simon

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Soooo over this! How do we run a business with amateur accounting system like Quickbooks?
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Nancy

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Same here, it hasn't been very stable lately
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Rav, Community Manager

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We certainly haven't had the best run in the last few weeks Nancy so have to agree. In saying that, the Hosted team are reviewing all of these errors to put measures in place to stamp these problems out as much as possible. 

Nonetheless, very frustrating when they do occur and I'm really sorry for the hassle & inconvenience this is causing.

Will update the thread here with more info as soon as I can.
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Simon

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You need to compensate businesses when they are paying staff to work and they cannot work because they cannot access anything! Its just not good enough!
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Amanda Ludlow

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totally agree , and yes not good enough when  your trying to run a business, and basically you cant do nothing without the running of this!!! so seriously over it...
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Emily Rikken

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Any idea of a time frame for when this will be rectified? 
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Rav, Community Manager

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Unfortunately I don't have an ETA from the team just yet Emily, but I'll let you know as soon as one becomes apparent.
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Rav, Community Manager

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*UPDATE - 10:25am*

Hi everyone,
Investigations are continuing at this stage. Initial analysis suggests the problem is related to the provisioning server but we're still looking at all avenues.

No ETA just yet. 

I'll post further updates on progress ASAP.
I am far from educated with this sort of stuff, but I thought there were measures put in place so that when the server went down there was another server set up as to not cause issues like this or have I misunderstood?
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Diane McKone

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Yes very frustrating been trying to log in for ages before checking forum
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Jodie

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Very very frustrating!
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Marshall Ghiotti

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Bloody hell...I'm sick of it!
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Jan V

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I too am having the same problem - this is the message I receive when I try to login -
The request failed with HTTP status 503: Service Unavailable
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Brett Epi

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oh god here we go again
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Kylie Fischer

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Again????
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Brett Epi

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all users should be getting the whole month for free. this is the 3rd or 4th time. stop making excuses and put your money where your mouth is. we all expect a 10% discount on our fees for the year. dont sell us diamonds and serve us dirt
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Kaitlyn1798

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This reply was created from a merged topic originally titled The request failed with HTTP status 503: Service Unavailable..

The request failed with HTTP status 503: Service Unavailable.

Error comes up when trying to log in.

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** UPDATE - 10:40am **

Hi everyone,

The Hosted team have just performed some remedial action in an effort to resolve this problem which should take place in the next few minutes.

We're confident this should solve the issue and have you all back into your Hosted service and I'll confirm once the team have completed their testing.
(Edited)
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Jan V

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Back up and running now. 
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Nancy

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Might be back, but very very very slow......
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Vicki

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NOOOO!!!!  This is just ridiculous, I agree with Brett with this many interruptions how on earth are we to run our businesses ??? With part time staff here it always seems to be the days that they are in that this happens,  so no productivity again.... seriously soooo p***ed off at this time!!!!    
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Deborah Kemper

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One minute I'm in,  next I'm out   -  can't keep logging in overtime I look away!
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Eric Simms

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I can't get in.  C'mon Reckon.  What's going on?????
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Rav, Community Manager

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** UPDATE - 10:57am **

Hi everyone,

The team have brought our provisioning servers back up to full operation, unfortunately however the issue is not resolved.

Further work is underway to reduce the impact of the issue while we work to identify the root cause.

Sincere apologies for the ongoing inconvenience not to mention frustration this is causing today.

I'll post more info on further progress ASAP.
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Tracie Callum

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This is becoming painful, every week there is a issue. Not Good!
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Kathy

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Hi Rav, 

Does Reckon have any long term plan to reduce incidents like this in future as this is happening way too often? 
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Rav, Community Manager

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Great question Kathy and yes we definitely do. In terms of a long term plan to reduce incidents, upgrading the Hosted infrastructure to the new environment which was briefly released a few weeks ago will reduce a lot of the issues that have historically occurred, especially black screen issues. We've got a way to go yet in ironing out some of the operational bugs that became apparent but we're making progress on that front in conjunction with our technology partners.
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Rav, Community Manager

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Hi everyone,

It looks as though the earlier issue from this morning has made a comeback in the last 10 minutes. We've got the full team investigating and looks to be very intermittent.
(Edited)
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Tania Richards

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I haven't been kicked out but since this is happen I had to re-print an invoice as it didn't print properly & when I did it printed with the previous invoice's number but in the clients account it is the correct number.

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