Reckon App log in issue

  • 1
  • Problem
  • Updated 4 years ago
  • In Progress
I can logon no problems to the browser ReckonOne on my PC but the Reckon app on my Android Phone just keeps saying "Access Denied" (and other versions of) I have tried using the numerical username and the alpha username to no avail. Tried two different phones and PCs.

Any ideas?
Photo of ARC BookKeeping

ARC BookKeeping, Accredited Partner

  • 6,344 Points 5k badge 2x thumb

Posted 4 years ago

  • 1
Yes, i have same issue, what i learnt today , which i havent done yet is that we need to login from Reckon One on pc ,,,,which i yet to find out. when i rang support a day ago they told me there is a issue, but today from Adam Day  of Reckon  advised me otherwise.  Not tried yet what Adam said though.
We've been researching this with AP's in OZ and NZ,  after we nailed it down to a possible browser issue, rather than Android issue.    See;  https://community.reckon.com/reckon/topics/hosted-2015-on-mobile-phone-in-nz  where a few of s are compiling a list of what does work and what doesn't,  for iPhone and Andoird phone (rather than iPads and Tablets,  which we're doing separately).

Identify your O/S version, and which browser APP you're running and add it to the list there for Mirko to pass upstream for us all.  ie:  Android 4.4.3 with Chrome APP 43.0.2357.78  works fine on Reckon ONE (html5 EVO) and Reckon Accounts Hosted 2015R1.

*Extract FYI*
Be aware of the conflict of having both a HOSTED as well as Reckon ONE account in the same login,  and also the situation where a new password is sought that gets a special characters includes, which is fine for PC's and tablets.

Gary Pope
An Accredited Partner- Consultant  (VIC. Aust)

"Working with Accountants/Bookkeepers PPs/APs, as an
      independent IT Professional
and retired FCPA Accountant"

(Edited)
Photo of ARC BookKeeping

ARC BookKeeping, Accredited Partner

  • 6,344 Points 5k badge 2x thumb
interesting...

I have access to 2 user IDs 

user1 = can log into ReckonOne in Chrome Version 43.0.2357.124 m  and Android App on GalaxyS5 :)
user2 = can log into ReckonOne in Chrome Version 43.0.2357.124 m (tried 2 different PCs) BUT NOT android App on samsung S5 or samsung S3

Both users use the same userID and password for both hosted and ReckonOne.
User2s password has a special character in it, user1 doesnot.

Just tried with new password no difference.
Photo of ARC BookKeeping

ARC BookKeeping, Accredited Partner

  • 6,344 Points 5k badge 2x thumb
Also I am only trying the Reckon App to link/open a ReckonOne Book 

Links shown / other threads are talking about using Hosted on mobile phones.
To help,  I've added Reckon ONE APP details to that other link, and here to,  in case the combination and password idea helps.....

Gary.



Also:  The Reckon APP  (not the Reckon Free Invoices APP)
is able to run on an ANDROID phone (HTC 510)  linked to Reckon ONE
Android  v4.4.3  HTC_OPCV2 Build/KTU84                  **WORKS**
But:   we did seem to have greater success if the
         PASSWORD only contained 0-9  a-z A-Z
So, Angie,   you've uncovered an interesting distinction for the Reckon APP (linked to Reckon ONE) on two different model Android based phones,     YES?

GalaxyS5 :     **WORKS**
Samsung S5   and Samsung S3   (coincidentally with a special character in password),  **NOGO**

So:
a) what are the exact Android operating system versions on all the above
   (See something like:     settings  -->     (software/system ??)   --> ....About.)

b) Or can you try temporarily change the password for user2  to only have similar combinations of the type  of characters that the successful user1  is enjoying.  I'm wondering if it the 0-9 a-x A-Z scenario)

And the outcome,  I'll post back to the bottom of the cumulative ideas at :
See;  https://community.reckon.com/reckon/topics/hosted-2015-on-mobile-phone-in-nz

Gary
Photo of ARC BookKeeping

ARC BookKeeping, Accredited Partner

  • 6,344 Points 5k badge 2x thumb
so 
user-1= CAN sign into ReckonOne & Reckon App (linked to ReckonOne) 
on Chrome Version 43.0.2357.124 m (on2xlaptops), & Samsung Galaxy S5 sm-G900l -android 4.4.2, & Samsung S3 gt-19300t-andriod version 4.3
with password 0-9 a-z A-Z

user-2= CAN sign into ReckonOne (with both versions of the password)
on Chrome Version 43.0.2357.124 m(on2xlaptops)
but NOT the Reckon App on either the above mentioned phones
password originally was 0-9 a-z A-Z # (and a hash) **NO GO**
so I changed it to not having a hash tag to see if that made a difference   ** NOGO**

Just to add to the fun...

anotheruserbasenumber-1= CAN sign into ReckonOne (but cannot see company book linked to the above to users.)
on Chrome Version  43.0.2357.124 m(on2xlaptops)
CAN sign into Reckon APP on both phones (and get to correct company book)
password 0-9 a-z A-Z
Angie.

Some work overnight adding a new user  ( xxxxxxx-4)  for accessing the Alchester Reckon ONE test companies compared last night with you over the phone,  resulted in a successful Reckon APP (linked to Reckon ONE)  for that user-4,  which you may like to re-test again please.  It seems there is a subtle difference between whether a user-id (or the related <username>)   is setup to be a Reckon ONE user only, or a HOSTED user only, or BOTH.  

But having said that,  we've logged a call today, because we had a user-1  that WAS working in both HOSTED and ONE (both thru PC firefox browsers)  and also running the Reckon APP  6 days ago,  which is what we thought you could enjoy testing when we spoke last night. 

Now suddenly no joy in the APP for me either late last night.  So I created a brand new user-4,  doing the whole process only within the browser session to Reckon ONE
- ie: no involvement with HOSTED at all, 
and we ended up with a successful user-4 running th APP.

I've cross-referenced all this and embellished the 'gotcha's  to do with 'type of user' and what happens if renewing a password through the opposite product (ie: Hosted instead of ONE) password, and whether passwords have special characters or not.

REMEMBER: 
The password for user-id  is stored at Reckon in ONE PLACE for both products.

(but what is unclear,  is how to determine if a user-id is a valid user for HOSTED, ONE or BOTH -       TBA)

https://community.reckon.com/reckon/topics/hosted-2015-on-mobile-phone-in-nz

FYI:  PSG  were also able to access the user-4   with the Reckon ONE APP (linked to Reckon ONE books)  on a iPHONE6 successfully this morning.   

What we're awaiting, is clarification of how to better clarify whether a user is a HOSTED and/or DONE user as a prerequisite,  and,  what impact, playing with a user-id in other products,  seems to impact the APP.  (ie:  how come a user-id can login ok to a browser of Reckon ONE and see/access books, yet gets a 'Access denied" message on the APP.)      Stay tuned for info I'll put on both these topics.

CAVEAT:  We may have a sideline one-off issue with user-1,  but nonetheless,  a clearer definition is being sought, about how to clarify the status of access rights of a user-id particularly when using both products in various combinations.      (TBA)

Gary Pope
An Accredited Partner- Consultant  (VIC. Aust)

"Working with Accountants/Bookkeepers PPs/APs, as an
      independent IT Professional
and retired FCPA Accountant"




PS (edited 11/6/2015  21:20PM.  Seems another tip from Gail on this too.  See:  

https://community.reckon.com/reckon/topics/hosted-2015-on-mobile-phone-in-nz?utm_source=notification...

This is dealing with the HOSTED product and mobiles using browsers.....Seems there is a workaround of having two users in at same time, to get rolling on the mobile.    Research to be done, but shared here, as we've got many PSG eyes on this one.

Gary
(Edited)
16th June: status:  ACCESS DENIED issue on Reckon ONE APP now remedied.   The issue relating to Access Denied was due to Cashbook to Reckon One Migration. I have been advised by PSG that this has been resolved.   I've tested a session that was getting this message, and all is well today, on a HTC Android v4.4.3.

NOTE for ANGIE:  I was also able to login into that SHARED Reckon ONE book that you asked me to test.  That works fine this morning too.


Gary Pope
An Accredited Partner- Consultant  (VIC. Aust)

"Working with Accountants/Bookkeepers PPs/APs, as an
      independent IT Professional
and retired FCPA Accountant"


(Edited)
16th June: status:  ACCESS DENIED issue on Reckon ONE APP now remedied.   The issue relating to Access Denied was due to Cashbook to Reckon One Migration. I have been advised by PSG that this has been resolved.   I've tested a session that was getting this message, and all is well today, on a HTC Android v4.4.3.

Status:  This issue was resolved under Support Note:  4611920.

Gary Pope
An Accredited Partner- Consultant  (VIC. Aust)
http://www.alchester.com.au/reckon-accounts-clarified/
"Working with Accountants/Bookkeepers PPs/APs, as an
      independent IT Professional
and retired FCPA Accountant"
(Edited)
Hi All

So this app Reckon One (not invoices) is supposed to be fixed, well it isn't working on my samsung S4, I have just downloaded it and I can sign in, then it asks me to set up and confirm a 4 digit password, then it says..."you do not have any books to select", I go ok and it keeps taking me back to the 4 digit password screen.

I can chose settings and only have other user and forgotten pin.

this is working fine on my PC I have a client book shared and the demo book working.

there are no links to fixes and support just say it is fixed.

Any suggestions, I have a client demo first thing in the morning and support is closed

PS I can sign in manually from the phone by using the browser, no problems can find the books.  It just want work with the app.  And I keeps going in the loop to the password page, and it want sign out, asks me do i want to sign out & I say yes and I am still signed  in.

Yes, I have uninstalled and re-installed, did not help.
(Edited)
so..... we await PSG to inspect.....   Be interested in the outcome of the call logged.

Gary
Just to document some side discussions so far on this.    The request of the PIN twice,  seems to be the SETUP process, as opposed to the "USING" it experience,  where the LATTER only asks for the PIN once.   We've tested this on a HTC Android v4.4.3 OS and can see own BOOKS, as well as a TEST 'sharing' scenario of a BOOK from a fellow Accredited Partner (Angie - thanks!) OK.  (IE: we see this on the An\droid phone using the Reckon ONE APP.

It sounds like the authentication/setup aspect of getting the APP actually installed, may be the described issue seen here by Kim, who is is addressing this with PSG. 

Gary
Hi All

Reckon got back to me to say that when logging in from the Reckon one app on your phone (not reckon invoices only), you are NOT able to see any shared books at all.

The only books available via the app on a phone is your own books, and since I don't have a book, again this is another useless items as I cannot access my clients books at all, ever.

I tried the change of passwords, new user, all the above help, and nothing worked, because I don't have a book of my own I cannot get to first base.

It never remembers my pin, asks each time i go in to do it twice.

I cannot even see a demo book, which again is crazy if I am demonstrating the product to a client from a phone.

I did have a book of my own, as I could not see the demo book, but Reckon keep expiring it all the time, it was frustrating, then I found the demo book which was what I really wanted.

****so so so over this product************ nothing works, now not even the gst accounts (see new issue)
Kim

There's still more to this saga....      Angie (ARC) has shared her book to me,  and I can see that shared book on my Reckon APP on my Android HTC phone running Android v4.4.    SO that seems to be different and successful, compared to the feedback provided to you above.   We did this on June 6th to look at a real book of Angie's,  and I repeated this last week, where Angie's DEMO company was shared to me.  

So there is a mis-advise here somewhere.

1.  Why don't you have a BOOK of your own?
2.  The asking for a PIN twice,  smacks of a setup problem still.

Gary
I did have a book, used it for demo, I personally don't use it for me, but Reckon keep expiring it, everytime I logged in it was expired, got sick of asking them to activate it when I wasn't using it anyway.

Will send this feedback to support, this is crazy not being able to support my clients from anywhere via an app on a cloud, why have the program if only accessible from a PC??????????