*RESOLVED* - Reckon Accounts Hosted - Login issues (12 September 2017)

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  • Problem
  • Updated 5 months ago
  • Solved
  • (Edited)
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Hi all,

We are currently investigating cases of some users unable to access Reckon Accounts Hosted services.

You may encounter a grey screen such as the screenshot example below. This issue is isolated to one particular file server and the team are working on rectifying the problem and restoring access as we speak.

I'll keep you updated here with more info as soon as it comes to hand.

Sincere apologies for the frustration and inconvenience caused.

CLICK HERE FOR LATEST UPDATE

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Rav, Community Manager

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Posted 5 months ago

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Rav, Community Manager

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Hi all,

Can you please try logging in now and let me know if you encounter the same issues?
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Rav, Community Manager

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Spar Events,

We performed maintenance last night on the file servers that were causing issues yesterday afternoon. Access and performance issues have been resolved as a result of this.

If you're still having trouble, can you please create a seperate thread and describe what's happening for you and we can tackle it there.

Cheers
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Spar Events

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Hi Rav,
I didn't have any issues yesterday or early this morning, but now I can't get past the grey screen.
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Rav, Community Manager

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That doesn't sound too good, have you gone through and ended the active sessions within the Hosted control panel and then logged out before trying again? If not, can you please do so.

If the issue persists, can you please give us a call ASAP on 1300 799 150 so we can take a closer look.
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Spar Events

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Thank you Rav, 

Issue is all fixed - thanks for your help
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Colin Roberts

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This issue  seemed to be resolved yesterday and this morning the issue has returned
(Edited)
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Michelle

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Still having the same issues
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Rav, Community Manager

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Thanks for letting me know guys, can I please ask that you head into the Hosted control panel and see if there are any active sessions located there?
If there are, end them and then logout and try it again. Just want to make sure you get off the old session.

Let me know how you get on
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Michelle

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Nope sorry, I get as far as opening a company file & then as soon as I click on the company I want to open it comes up with not responding
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Rav, Community Manager

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Thanks for letting me know Michelle and Mellesa,

I've taken your reports back to the Hosted team and they are continuing to work on this.

I'm really sorry for the hassle this is causing, but I'll keep you posted on progress as soon as I receive further info.
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Tonys Tyres

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done that all clear
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Tonys Tyres

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log out old sessions and still black screen
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Rosemary Harrison, Accredited Partner

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logged out on session but still black screen
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Mellesa Dyer

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Same issue, I have cleared old sessions and tried to log back in. Still getting a grey screen.
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Caspers

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I've got they grey screen of nothingness also.....

Is there an expected time frame on when we can expect this resolved??
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Sonya Herbert

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I've got the same issue
me too it says it is logged in to Reckon Accounts Australia but then just goes to a black screen
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Rav, Community Manager

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Really sorry about this guys, the team are working on getting the one affected file server back to 100% as quick as possible. Unfortunately I don't have an ETA just yet but I'll let you know further info on progress as soon as I receive it from the team.

Thanks for your patience with us, and again I'm really sorry for the frustration and inconvenience. 
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Caspers

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Thanks Rav
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Karla

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We are having very similar issues and a black screen also.
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Carolyn Muir

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I am having the same issue
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Fiona

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Same Issue occurring. 
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Michael

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This reply was created from a merged topic originally titled Feeling ill again.

Reckon is like the flu, it will make you sick at least once a year
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Vivien Atcheson

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I can log in now... but it's super glitchy and slow - like it's gonna crash any second.
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Suzanne Bacic

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Same issue but I get a black screen ...... logged off remote sessions.


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Diane Viskovich

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Still have a black screen
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Grant

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We have 1 user able to access the company file, the 3 others are just getting the black screen
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Sara

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I can log in but nothing is working.... can't open anything

Was able to this morning but it was extremely slow responding .

I was also disconnected twice (thankfully I was able to complete wages)


(Edited)
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Sam

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When is this going to be back on? 
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Rav, Community Manager

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Hi guys, 
We're making progress on this but still definitely not where we want to be in terms of stability/speed and access. Work is continuing at the moment. 

Thanks again for hanging in there with us and I'm so sorry for all the hassle caused.

More info to follow
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XenonOzHID .

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What ever happened to mirrored servers?
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Michelle

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Yay, made it in and working
seem to be in now
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Rav, Community Manager

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Good to hear a couple of reports that you're able to access it now. We're not quite out of the woods yet so it may not be the same experience for everyone just yet. We're keeping at it.
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Tonys Tyres

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keep trying we have black still  Grrrrrrrr
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Richard B Crosland

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Still a black screen.......................
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Tonys Tyres

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was good earlier buts till black screen  trying my hardest  logging out  restarting computer system and still black screen
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Tonys Tyres

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frastrating
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Kenny

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Im still getting a black screen after logging off and on again
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Deanne

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Hi Rav.  I still have a black screen !!!!
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Rav, Community Manager

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Hi Trish,

Can you confirm this is not a file in your drive.

Although rare, there are times where after an outage, Hosted will not open your last company file and instead you may have inadvertently opened an older file from your Q drive rather than the up to date copy of the file from the Shared Folder etc.
Let me know when you can.


XenonOzHID - all data is secure and there is no data loss from this issue and outage period.
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XenonOzHID .

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Good.  Thanks for the advice.
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Trish Stephen

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Hi Rav,

This is a Singapore company I am opening - I can tell that because of the "Pte Ltd" after it's name.  We are an Australian company and have nothing to do with Transcend Solutions whoever they are.  An older file from my Q drive would not have this company as we don't have anything to do with that company.  I am opening some other company's financial information which is not good!!!
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Ern A

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That is scary.

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