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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
Rav, Community Manager
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91,522 Points
Posted 4 years ago
- 70 Points
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
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394 Points
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394 Points
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80 Points
- 60 Points
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.
Rav, Community Manager
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91,522 Points
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
Rav, Community Manager
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91,522 Points
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
Rav, Community Manager
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91,522 Points
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
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92 Points
Rav, Community Manager
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91,522 Points
Reckon Accounts Hosted subscriptions include free technical support.
The contact number for our Accounts Hosted support team is 1300 799 150
Cheers
Rav
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100 Points
- 62 Points
Rav, Community Manager
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91,522 Points
If you haven't already, can you please get in touch with our Accounts Hosted support team so we can assist you.
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100 Points
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80 Points
Rav, Community Manager
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91,522 Points
Can you please get in touch with our Support team as soon as possible so we can look into this for you.
Thank you
Rav
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100 Points
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80 Points
We called this morning with no resolution as yet.
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80 Points
John G, Information Support Analyst
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27,530 Points
We have now identified the cause of some users not seeing the most recent version of some of their files so we can now work on implementing a solution as soon as practical.
We'd like to re-iterate that this problem has impacted a small number of users. Please check your data file again and if you still have old data in your file, please give us a call. Our technician will be able to help you with your lost data.
Once again we are very sorry for the inconvenience this issue has caused you and we thank you for your patience.
regards,
John
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92 Points
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394 Points
- 60 Points
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
- 60 Points
Rav, Community Manager
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91,522 Points
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
- 60 Points
Rav, Community Manager
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91,522 Points
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
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222 Points
Rav, Community Manager
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91,522 Points
The cause of the issue is due to a very limited number of user accounts
pointing to a certain file server which developed issues.
Our team have been able to move the majority of affected users who did not make
changes to their company files yesterday to a new server which has restored
access to their files.
As mentioned above, if you still do not have access to your data, please get in
touch with our Support team this morning so we can work with you to restore any
missing data.
If you have any questions, please let us know
Thanks
Rav
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222 Points
Rav, Community Manager
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91,522 Points
I'll have a word with the teams around this to ensure the correct expectations are being communicated and pass on this feedback.
Rav
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188 Points
It isn't my internet connection as i have access to all my other programs!
Does this have anything to do with the current issues at all?
Very frustrating when doing customer sales throughout the day!
Rav, Community Manager
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91,522 Points
What you've described isn't a reported symptom related to the missing file issue some users have been experiencing at the moment, although it does sound rather annoying!
I've found a KB article that might be of some help -
http://kb.reckon.com.au/issue_view.asp?ID=4295
Take a look, see if it helps and let me know how you get on
Cheers
Rav
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222 Points
- 72 Points
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210 Points
Rav, Community Manager
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91,522 Points
Check out one of my posts above which outlines the cause of the issue along with why some files have been restored.
The support team have been working through to contact all remaining affected users in order to assist in the retrieval of their missing files. They've been trying their best to get in touch with everyone and this will continue.
Sincere apologies for the inconvenience,
Rav
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210 Points
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210 Points
Could you please tell me if they are still working on fixing my files being that it is Saturday.
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136 Points
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394 Points
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210 Points
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210 Points
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222 Points
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210 Points
- 60 Points
Rav, Community Manager
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91,522 Points
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.
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80 Points
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394 Points
At the very least, give us a decent apology, a timeline for resolution, and regular updates until EVERYONEs files are restored!!
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136 Points
Rav, Community Manager
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91,522 Points
I can fully appreciate your frustration and I unreservedly apologise that you're still affected by this issue.
If you have already logged a support call in relation to this issue, the team have been moving through to contact everyone and work with them on an individual level to restore any missing files.
As has been mentioned above, the first port of call, if it hasn't been done already, is to get in touch with our technical support team. Each file is unique and performing a general restoration from a backup as has been mentioned in this thread will not resolve the issue for everyone. A senior technician will work with you on a case by case basis towards a resolution.
I have asked our Support team to locate your Hosted accounts using your Community details and get in touch with you individually.
Thanks
Rav
Kathy Hare, Accredited Partner
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90 Points
I too am experiencing issues, although you say it is only affecting a small number of files each and every file is important and at this time (ie 1 day from BAS lodgement) frustration levels will be at a premium.
My feedback to you is that as an on-line hosted product we should now be able to access some form of technical support outside "normal business hours". I have files affected and ones that are fine - this shotgun approach to failure concerns me as to the integrity of all our files currently. Do you have some form of assurance that the files are intact?
My second comment is that as it is outside of "business hours" it will be nearly 24 hours before I can contact technical support to begin the process - where does that leave those clients of mine with file integrity issues?
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140 Points
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210 Points
Rav
I tried to gain contact with tech support team by sending this following email hoping someone would respond but nothing so as Kathy said how are we supposed to talk to anyone when it is outside your business hours. Can you update me please -
" I had a call this afternoon (Saturday) and was told that someone else that had authority to access my computer was going to look at fixing it this afternoon and that they would call me as soon as it was done. Anything yet?"
Are reckon going to reimburse us with the ATO penalties for all the late BAS forms tomorrow and interest on the overdue money because if I don't get them done today/tonight that is what I am faced with for 3 BAS as I have other job I am employed at through the week. The BAS form penalty isn't a small fee either. I am very anxious now.
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394 Points
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!!
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394 Points
Rav, Community Manager
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91,522 Points
I've updated the thread below including reference to your individual case.
Rav, Community Manager
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91,522 Points
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
Rav, Community Manager
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91,522 Points
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
- 72 Points
Rav, Community Manager
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91,492 Points
Will update the thread shortly.
Thanks
Rav
Rav, Community Manager
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91,522 Points
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
Rav, Community Manager
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91,522 Points
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
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80 Points
How much longer do we need to wait? Our case number is 4848663.
Thanks
Kathy
Rav, Community Manager
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91,522 Points
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.
Rav, Community Manager
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91,522 Points
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.
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142 Points
Rav, Community Manager
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91,522 Points
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
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394 Points
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.
Cheyanne Elizabeth Becker-Stevens
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106 Points
Havent had any calls from Reckon and the said they would call me back within an hour (that was last Thursday morning!)
Rav, Community Manager
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91,492 Points
Can I grab your Case number please so I can follow up with our Support team.
Thanks
Rav
Rav, Community Manager
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91,492 Points
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
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140 Points
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
Rav, Community Manager
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91,522 Points
Thank you so much for your patience during this frustrating issue, and apologies again for the inconvenience caused.
Rav
Rav, Community Manager
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91,522 Points
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
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