RESOLVED - Reckon Accounts Hosted - Missing Files 25 February

  • 6
  • Problem
  • Updated 4 years ago
  • Solved
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

Hi everyone,

We are receiving reports from a small number of customers that they cannot see the most recent version of some files.  Our engineers are investigating this urgently.

Further updates will be provided here.

We sincerely apologise for the inconvenience caused.

*UPDATE*
2/3 10:05am AEDT

Hi everyone,
A final update on this issue.

We have been in contact with everyone experiencing this issue and I am pleased to advise that file access has been restored.

If you believe you are still experiencing this issue and have not been in contact with us, please give our Support team a call as soon as possible.

Thank you all for your patience during this time.

Rav
Photo of Rav

Rav, Community Manager

  • 91,100 Points 50k badge 2x thumb

Posted 4 years ago

  • 6
Photo of Sam Clements

Sam Clements

  • 70 Points
My backup files have disappeared showing the recent dated May 2015!
When I open my company file the last entry was dated 8th May 2015!
I hope the engineers can find all my recent backups!!
Sheree Clements
Photo of Annette Tainsh

Annette Tainsh

  • 394 Points 250 badge 2x thumb
I have just logged in and can't open any files... actually, I can't even FIND any files. Although the virtual drives say they are there, and there is data in there, I can't see any files listed AT ALL. I have my Q and B drives, but that's as far as it goes.... ARRRGGHHH!
(Edited)
Photo of Annette Tainsh

Annette Tainsh

  • 394 Points 250 badge 2x thumb
I got in touch with tech support around 12:30 today and was supposed to receive a call back to let me know when the issue was resolved. I just tried logging back in to see if there had been a resolution and I just hadn't been contacted, but no - still no files :(
Photo of Pamela Riley

Pamela Riley

  • 80 Points 75 badge 2x thumb
I have 3 companies I am trying to work on & am unable to get anything later than 2015!   How am I meant to work today?
Photo of Georges Rawstorne

Georges Rawstorne

  • 60 Points
Hi Rav

We have the same problem. We spent the last 3 days updating our file in preparation for BAS, only to find the file missing this morning.

We have logged a request with your online team, who made it sound as if it was our fault, which I think is totally unprofessional.  He is asking us for the exact name of the file, but with all due respect, it is not something we pay that much attention to.

Please advise when this issue will be resolved.
Photo of Rav

Rav, Community Manager

  • 91,050 Points 50k badge 2x thumb
That's really disappointing to hear Georges and I'm very sorry that you had that experience.

At the moment the team are trying to obtain as many examples, and as much specific information as possible on all affected cases so we can identify a pattern and implement a resolution. I'm very sorry to hear this wasn't handled in the best way on your call.

Yes I'll definitely keep this thread update with further information when it comes to hand. Stay tuned.

Thank you
Rav
Photo of Rav

Rav, Community Manager

  • 91,100 Points 50k badge 2x thumb
Hi guys,
I'm really sorry for the frustration this is causing.

This is currently being investigated at the highest priority by both our IT and technical support team.

We do ask however that you give our support team a call if you haven't already so that we can gather your individual examples for further investigation.

Thank you
Rav
Photo of Rav

Rav, Community Manager

  • 91,100 Points 50k badge 2x thumb
Hi everyone,

Just to reiterate this issue is impacting a very limited number of users. If you are affected, please get in touch with our Technical Support team as soon as possible so we can attain your individual examples and details for further investigation.

I'll share more information here as soon as I can.

Thank you all for your patience.

Rav
Photo of Anne Colla

Anne Colla

  • 92 Points 75 badge 2x thumb
Can you provide a tech support number that won't cost $4.90 per minute?
Photo of Rav

Rav, Community Manager

  • 91,100 Points 50k badge 2x thumb
Hi Anne,
Reckon Accounts Hosted subscriptions include free technical support.
The contact number for our Accounts Hosted support team is 1300 799 150

Cheers
Rav
Photo of Anne Colla

Anne Colla

  • 92 Points 75 badge 2x thumb
Thanks
Photo of Pam Lavers

Pam Lavers

  • 100 Points 100 badge 2x thumb
I also have BAS's due for lodgment.  I could not access my file last night.  This morning there was a file with the latest entries in May 2015.  I reported this to your Technical Support team first thing this morning.  This is a huge problem for our business.  Please advise when it will be rectified.
Photo of Lucretia Accounts

Lucretia Accounts

  • 62 Points
Our company`s file meet the same problem!!!!!!!!!!!!!!
Photo of Rav

Rav, Community Manager

  • 91,050 Points 50k badge 2x thumb
Really sorry to hear that Lucretia
If you haven't already, can you please get in touch with our Accounts Hosted support team so we can assist you.
Photo of Pam Lavers

Pam Lavers

  • 100 Points 100 badge 2x thumb
Yes, almost 24 hours now without access to records and no idea when it will be resolved.  Nowhere near good enough.
Photo of Julie Bryan

Julie Bryan

  • 80 Points 75 badge 2x thumb
We have 3 company files 2 of which have vanished completely, the 3rd is showing the last transaction as being the 13th May '15'. Need a solution fast please....
Photo of Warren Hayden

Warren Hayden

  • 60 Points
Hello Anne

I have just log on to check my information so I can prepare Bas Statement And I lost all my files as well as back up which was recently done on the 23/2/2016
All information is gone
Photo of Briony Twittey

Briony Twittey

  • 60 Points
Any word. I have rung the help line - no help. Files are all gone - only ones available are from May 2015. BAS is due in 3 days and I fly out for my holiday tomorrow. Really not freaking happy.
Photo of Rav

Rav, Community Manager

  • 91,050 Points 50k badge 2x thumb
Hi guys,
Our IT team have been working hard to get this issue resolved. As mentioned above, the cause of the issue has been identified and initial remedial work conducted which has restored files for some users.

Further work is continuing to address missing files with the small number of remaining users.

If you're affected by this issue and have not been in touch with our Technical Support team yet, we strongly encourage you to get in touch as soon as possible so we can assist with your lost data.

Thank you
Rav
(Edited)
Photo of Cameron Twittey

Cameron Twittey

  • 60 Points
I still don't have my files. Do I ring customer service again or just wait. This is ridiculous. I fly out tomorrow morning and BAS is due. Will definitely be changing providers after this.
Photo of Rav

Rav, Community Manager

  • 91,050 Points 50k badge 2x thumb
I'm really sorry for the frustration this is causing Cameron and I can fully appreciate that the timing couldn't be worse with your impending flight.

Our Support team are getting in touch with the small amount of affected users remaining as we speak. I've had a look and you're definitely on the list. You'll be receiving a call shortly from a senior technician.

Thanks
Rav
(Edited)
Photo of Tania Richards

Tania Richards

  • 222 Points 100 badge 2x thumb
Hi is there any more news this morning?
Photo of Annette Tainsh

Annette Tainsh

  • 394 Points 250 badge 2x thumb
I've been receiving a few emails from a tech support worker yesterday, and was expecting to have my files restored as of last night - however this certainly hasn't happened, and I've had no further updates. I know I'm not alone in saying that I hope there are staff working on this over the weekend!! We need answers...
Photo of Tania Czislowski

Tania Czislowski

  • 210 Points 100 badge 2x thumb
Rav you know to avoid penalty we can't just call ATO close to or on the day the BAS's are due anymore, an application had to be made online well before the due date to ensure we do not get penalty and I have 4 left to enter work for and lodge plus I go away on Wednesday and work at another job until then so I really need this problem to be fixed now please and will still have to work all nights as well as day to even get near the finish if you fix it now. Please why is some fixed and not all of ours.  Surely after this long with the backups they can get us up and running again.  Will someone give us the courtesy of a call with a personal update pleaseeeee.
Photo of Tania Czislowski

Tania Czislowski

  • 210 Points 100 badge 2x thumb
Yes I hope we aren't sitting here waiting thinking they are working on it now and will be fixed any moment and they aren't working over the week-end, but not one is saying anything.  Interesting you have had emails from tech support Annette as I have only had contact every time I call them.
Photo of Tania Richards

Tania Richards

  • 222 Points 100 badge 2x thumb
Tania Czislowski - the ATO wont penalise you due to the issue - I know its painful to ring them & be on hold forever but they will give you an extension (probably 2/3 weeks) hopefully its all fixed today.
Photo of Tania Czislowski

Tania Czislowski

  • 210 Points 100 badge 2x thumb
I know it should be but I can tell you last time i requested at the due date time on the phone a few BAS's ago, even with good reason, was told had to apply online well before due date to be considered. whether it is because of being BAS agent then? don't know!! 
Photo of Dale Kaschula

Dale Kaschula

  • 60 Points
Yesterday I managed to work, but today after a few hours working I cannot log back into my file????
Photo of Rav

Rav, Community Manager

  • 90,020 Points 50k badge 2x thumb
Really sorry to hear that Dale!
Have you been in touch with our Support team to log a case as yet?
If not, I strongly recommend giving our Hosted Support team a call as soon as possible so we can investigate and work with you to restore access.
Photo of Kathy

Kathy

  • 80 Points 75 badge 2x thumb
Seriously Reckon, I reported the issue on Thursday morning and was advised someone will call me back between half to an hour. It's 5.30pm on Saturday and have not heard from anyone yet. At least a curtesy call or a quick email to update me on the situation will be much appreciated!!!
Photo of Annette Tainsh

Annette Tainsh

  • 394 Points 250 badge 2x thumb
Reckon, this is absolute crap! Businesses don't just operate 9-5 Mon-Fri and neither should you!! You keep saying that only a small number of accounts have been affected and that no data has been lost - so fix the issue or restore a backup and give us back our files so we can run our businesses. 
At the very least, give us a decent apology, a timeline for resolution, and regular updates until EVERYONEs files are restored!!
Photo of Jeanette

Jeanette

  • 136 Points 100 badge 2x thumb
Rav  I believe your title is Community Manager, Have your no comment to make or is it that you have the weekend off.  This whole debacle has just lost the business that supports you money as I am sure many accounts once back up and running will then disappear.  So no winners at this stage!
Photo of Annette Tainsh

Annette Tainsh

  • 394 Points 250 badge 2x thumb
Ok Rav, this is getting beyond a joke.  You SAY that senior techs are working on this and we will receive calls. 
I reported my missing file on Thursday around 12:30 SA time. I have a case number. I had the tech who took my original call emailing me 3 times on Friday to let me know they were still working on it, and he replied when I queried him on it. My last email was around 3pm on Friday. They were expecting my files to be restored that afternoon or evening. 
I had been able to give them my file name, the last time I was working on the file, and what times I had accessed it this week. They had my account details so they could access my records. All good so far...I could deal with that. 
Its Sunday 3pm and I still don't have access to my files, no updates, no phonecall. I have staff wagest to calculate, superannuation to submit, and suppliers to pay. My only ray of sunshine is that I submitted my BAS on time, so I won't have the ATO on my back. 
I'm going to say the C word..... What sort of compensation is Reckon going to offer us for the additional work we're going to have to do if our files are lost and never to be seen again, which with every passing hour becomes more and more a real prospect.... about the BAS statements which people are not going to be able to submit... about the staff that might not get paid, and the suppliers that will not be paid on time. 
Whatever you do for the 'small number' of customers affected by this, which is very insulting by the way, it had better be very good. I've been with Reckon for over 20 years, upgrading most years and then converting to hosted after lots of assurances regarding how 'safe and secure' the files were, and how quickly issues would be resolved. A few issues have shaken my faith, but this is destroying it very quickly. Fix it NOW Reckon.
We've waiting long enough. If there is only a 'small number' of accounts affected, then it shouldn't be hard to keep us all updated. Personally. A phone call would be nice. I'd appreciate an email. Or even better. RESTORE OUR FILES!!
Photo of Annette Tainsh

Annette Tainsh

  • 394 Points 250 badge 2x thumb
UPDATE - Its 10pm on Sunday. I just logged on again, hoping... still no files. Has anyone else had success today?
Photo of Rav

Rav, Community Manager

  • 91,050 Points 50k badge 2x thumb
Annette,
I've updated the thread below including reference to your individual case.
Photo of Rav

Rav, Community Manager

  • 91,050 Points 50k badge 2x thumb
Hi Kathy Hare,

I totally agree, each and every file is most certainly important and the timing of this issue is incredibly frustrating, although I guess there is no "good time" to experience a technical issue.

From my dialogue with our IT specialists, I have been advised that no files have been lost. The cause of this issue is that a small number of accounts were pointed at an older version of their data folders. 

Once a case is logged with our Hosted Support team and investigation completed, we are contacting each affected user that have made changes in that older folder before redirecting them to the correct folder to ensure any changes made over the last few days are not lost.

In regard to the point you've raised in relation to Support, the extension of our Support hours/availability is a key focus at the moment and there is a lot of work being completed already by a number of teams to make this a reality.

Please get in touch with us if you haven't done so already and we can get a case logged to get this moving along for you.

Thank you
Rav
Photo of Rav

Rav, Community Manager

  • 91,050 Points 50k badge 2x thumb
Hi Kathy Hare,

I totally agree, each and every file is most certainly important and the timing of this issue is incredibly frustrating, although I guess there is no "good time" to experience a technical issue.

From my dialogue with our IT specialists, I have been advised that no files have been lost. The cause of this issue is that a small number of accounts were pointed at an older version of their data folders. 

Once a case is logged with our Hosted Support team and investigation completed, we are contacting each affected user that have made changes in that older folder before redirecting them to the correct folder to ensure any changes made over the last few days are not lost.

In regard to the point you've raised in relation to Support, the extension of our Support hours/availability is a key focus at the moment and there is a lot of work being completed already by a number of teams to make this a reality.

Please get in touch with us if you haven't done so already and we can get a case logged to get this moving along for you.

Thank you
Rav
Photo of Susanne Jack

Susanne Jack

  • 72 Points
Could we please have an update on what and when this issue is going to be fixed
Photo of Rav

Rav, Community Manager

  • 87,004 Points 50k badge 2x thumb
Working on that as we speak Susanne.

Will update the thread shortly.

Thanks
Rav
Photo of Rav

Rav, Community Manager

  • 91,100 Points 50k badge 2x thumb
Hi everyone,

The cause of the issue is due to a very limited number of user accounts pointing to a certain file server which developed issues. 

For the users who still do have access to their file, our IT team are going through each individual user to find which file server you are on now and then which file server you need to be on. Unfortunately, this does take time and is not an automated process.

Annette, Tania, Aileen & Susanne -
I have personally seen to it that your cases have been escalated and are in the current batch for investigation for the above the work to be completed.

Jeanette - 
I believe our IT team have just completed work to restore your file. Please take a look when you can and let me know

Again, I do sincerely apologise for the immense frustration and inconvenience this is causing everyone and the team are working hard to resolve all cases as quickly as possible.

I will update the thread again shortly.

Rav
(Edited)
Photo of Rav

Rav, Community Manager

  • 91,100 Points 50k badge 2x thumb
Aileen Brauer -
I've just received an update from our IT team in regard to your case. Can you please advise if you're able to access your file when you've got a chance.

Thanks,
Rav
Photo of Kathy

Kathy

  • 80 Points 75 badge 2x thumb
Hi Rav,

How much longer do we need to wait? Our case number is 4848663.

Thanks

Kathy
Photo of Rav

Rav, Community Manager

  • 91,100 Points 50k badge 2x thumb
Hi Kathy,
Funnily enough I was actually just talking to our Support team about your case!

I've seen to it that your case has been escalated and will be investigated. I can't give you a timeframe just yet but it's on the way, bear with us.
Photo of Rav

Rav, Community Manager

  • 91,100 Points 50k badge 2x thumb
Hi everyone,

Our Support team are reiterating, if you are experiencing this issue and cannot access your file, please get in touch and have a case logged if you haven't already done so.

The team are proactively making contact with affected users to work with them on this issue, however getting in touch us can expedite this process where possible.

Thank you everyone for your co-operation and patience with us.
We are fully aware that this issue is immensely frustrating, not to mention inconvenient, and we sincerely apologise to all our users who have been impacted.
Photo of Sue Brown

Sue Brown

  • 142 Points 100 badge 2x thumb
I am also waiting since last week.  Was told mid morning to try in an hour -  still no success and waiting for a call back 
Photo of Rav

Rav, Community Manager

  • 90,630 Points 50k badge 2x thumb
Hi Sue,
If you haven't heard back from the team as yet let me know your case number and I'll see where things are at.

Cheers
Rav
Photo of Sue Brown

Sue Brown

  • 142 Points 100 badge 2x thumb
thanks I have my file back tonight.  
Photo of Annette Tainsh

Annette Tainsh

  • 394 Points 250 badge 2x thumb
I am pleased to report that I have my files back, and seems up to date. Thanks Leon in Tech Support for keeping me as updated as he could throughout this debacle. 
Rav, I don't envy you your job, but I really hope that this serves to highlight some of the flaws in Reckon's customer support services and we can see some improvements going forward. I'm still going to be actively checking out other options, because really the delay in file restoration was unacceptable.
It's going to take quite a while for my faith in the 'cloud' to be restored once more. 
 
I still cannot access anything!
Havent had any calls from Reckon and the said they would call me back within an hour (that was last Thursday morning!)
Photo of Rav

Rav, Community Manager

  • 87,004 Points 50k badge 2x thumb
That doesn't sound too good, I'm really sorry about that Cheyanne.

Can I grab your Case number please so I can follow up with our Support team.

Thanks
Rav
Photo of Rav

Rav, Community Manager

  • 87,004 Points 50k badge 2x thumb
Hi Cheyanne,
I've had a chat with our Support team in relation to your particular case which shows that it's just been completed today.

Could you please fully log out and then back in and let me know how you get on.

Cheers
Rav
Photo of Aileen Brauer

Aileen Brauer

  • 140 Points 100 badge 2x thumb
Hi Rav,

Thank you for the Technical Support team and your efforts this morning to restore my account. I was grateful for the professional response - frequent updates and a prompt confirmation of when the problem had been confirmed as fully fixed.

Whilst there was no need to employ any Business Resilience actions on my part, I was prepared to do so as is necessary for any critical system.

Kind regards
Aileen
Photo of Rav

Rav, Community Manager

  • 90,630 Points 50k badge 2x thumb
Really happy to hear you're back up and running Aileen. I'll pass on your feedback to the folks in our support team :)

Thank you so much for your patience during this frustrating issue, and apologies again for the inconvenience caused.

Rav
Photo of Rav

Rav, Community Manager

  • 91,100 Points 50k badge 2x thumb
Hi everyone,
A final update on this issue.

We have been in contact with everyone experiencing this issue and I am pleased to advise that file access has been restored.

If you believe you are still experiencing this issue and have not been in contact with us, please give our Support team a call as soon as possible.

Thank you all for your patience during this time.

Rav

This conversation is no longer open for comments or replies.