Reckon Accounts "Stops Working" intermittantly

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MathewTaylor
MathewTaylor Member Posts: 2 ✭
edited October 2017 in Reckon Accounts (Desktop)
I have a client running the hosted version of Reckon Accounts. Intermittantly, when she clicks on a customer in the left hand column to open the customer, she gets an application error, "Reckon Accounts has stopped working".

What do you suggest we do to fix it?

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  • Mirko
    Mirko Alumni Posts: 1,256 ✭✭
    edited November 2015
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    Hey Mat, thanks for your post. Does the error occur only when opening that particular customer? If it is isolated to that particular customer, there may be a corruption with the customer, or an associated item. If she has a back up, it might be an idea to open that up and try opening the same customer to see if the error shows up here as well. If this proves to be the issue, let me know and I'll get some steps from our techs for you! ^Mirko
  • Rob@shiftsolutions.com.au
    Rob@shiftsolutions.com.au Member Posts: 5 ✭
    edited April 2015
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    I appears to be related to one or two specific customers. However we are still trying to nail down which ones

  • Rob@shiftsolutions.com.au
    Rob@shiftsolutions.com.au Member Posts: 5 ✭
    edited April 2015
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    A further update...
    The user has to go and delete themself and put myself back in again for it to 'stop doing' the problem with Willowtree. If I don't, it just keeps happening anytime I click on Willowtree within the Customer Centre.

  • Mirko
    Mirko Alumni Posts: 1,256 ✭✭
    edited November 2015
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    Hey Rob,

    Try to Rebuild and verify, does it get rid of the issue?

    If not; next step would be to try and Merge customer files.

    How to merge?
    1. Right click old > rename to TEST.
    2. Create new file with the correct name.
    3. Rename TEST to previous name (must be same as newly created file).
    4. This will merge the files together.
    If you cannot right click on the existing customer to rename, you would need to seek on-to-one assistance from tech support or a Reckon Partner.
  • Rob@shiftsolutions.com.au
    Rob@shiftsolutions.com.au Member Posts: 5 ✭
    edited April 2015
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    The rebuild and verify did not correct the issue.
    Do we have the access to do a merge on the hosted platform?

  • Reckon FAQs
    Reckon FAQs Reckon Staff Posts: 357 Reckon Staff
    edited March 2017
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    Hi Rob,

    The merging is done within your company file.  

    Suggest you make a backup first, then follow Mirko's instructions to create a new customer record and to merge the old one into the new one.  

    regards,
    John


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