Reckon Host Soooooo Slow! & Glitchy

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  • Updated 4 years ago
Why is Reckon Hosted running so slow and freezing! We have done the update and have the high speed ADSL available. This is really getting beyond a joke, stopping us from working and really frustrating. Anyone else having these problems?
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Tiffany Burness

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Posted 4 years ago

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John Graetz

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Hi Tiffany.  I am not having any problems myself this morning.  I don't know what your circumstances might be but I can give you one tip that might help - do as much as you can in single user mode because things definitely can slow down in multi user mode.  In multi mode it is almost impossible to generate some reports, particularly superannuation reports, even if nobody else is signed in.  John
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Mirko, Alum

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Hey Tiffany, sorry to hear you're having speed issues. Please try running through our tips and tricks post.

https://community.reckon.com/reckon/t...

There's also a video that runs through the same steps to help you, should any step seem complicated >> https://community.reckon.com/reckon/t...

If you still have trouble please get in touch with our techs for one to one assistance. The support line opens at 8:30am AEST.
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Richard B Crosland

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Hi Tiffany

I am with you.

The problem lies with the Reckon Server.

It all stems around the upload speed when you enter anything into your data file.

Do any speed test, Optus, Telstra and determine what your download and upload speed is.

Then go to the Reckon Log In site where you select which version to use and on the right under useful links you will see Test your internet speed.  Run this and compare the results to your Optus test.

What you will see is that the Optus upload speed will be around 700/800 kbps.  The Reckon site speed test will show 0.74kbps.  Here is Reckons problem.

So when you start to type a transaction or press tab that is upload.  So it is taking too long to get up into their server then when it is recorded that is download.

I have been on Reckon about this and they are now ignoring me.

Regards

Richard

Richard, 

I beleive there is a TYPO on the Reckon speed test page, showing UPLOADS in kbps  when it is really Mbps.  Check my mathematics and input here.....

I'd appreciate talking with you, because I believe your observations from an IT/environment point of view are touching well on the issue.  (If you are in AUST, TXT me a contact number to 0408994799, and I'd be happy to call back no charge.).  My focus is IT, integration and technology, supporting fellow AP's/PP's (partners).

To help compare notes, up front,  I've done the tests you've mentioned, and attached the Reckon AWS results alongside OzSpeedTest  results.   I'm in the IT industry with lots of internet connections I can use for testing.  But I've chosen one that does not enjoy some unique NBN or fast cable luxury.  (Many of my clients are regional, outback, and lucky if they have 3G, let alone ADSL1).   My test  here, is on an Telstra Bigpond ADSL2 connection but at 4kms from exchange and I know it typically performs at only about 3500kbps,   (I call it:  ADSL1.5 !!).  I've performed a test to Optus VIC, to demonstrate local capability.  

Being in VIC myself, and given the AWS site is in NSW,  then I also believe it is fair that users attempt to see what a traceroute demonstrates.  (IE:  What latency or interruption exists between the user's end, and the AWS server end.   Because the number of HOPS and the amount of cross traffic, shared traffic, crossing the path between the user and the server, also has a bearing on the result.

Having said all that,  Richard,  the important points to look into are those UPLOAD (out of the client and into the AWS), and the DOWNLOAD  (out of the AWS server and down into the client)  speeds

I think it is important to double check the Reckon definition of upload and download.   For the comparison that you make Richard,  we are assuming that the Reckon test is documenting the results relative to the USER (and not relative to the AWS).   It is an important assumption,  because Data Centres, and the industry, particularly Wholesale Telstra for instance,  specify speeds relative to the SITE.  IE:  If you were to consider yourself as the owner and occupier of the AWS DataCentre in Sydney,  then the DOWNLOAD speed would be the speed at which data comes down into the data centre.  SUch data, in today's context,  would be the typed/entered new transaction data that a Reckon client would be sending UPTO the AWS centre.  (IE:  It would be seen as the complete reverse set of specifications).    This is important when comparing Data Centre specs to another Data Centre specs,  which are often outlined in terms of the experience you'd have if sitting inside the data centre....   not at some remote client end like a Reckon User is.

Anyway,  enough of  "internet101", sorry,   I just wanted all the facts to be clear.

My results: 

real download speed locally  down into ABS (my client end):  4909 kbits/sec
   (which is a pretty favourable number for the real link I have in place here)
real upload speed locally up out of ABS (my client end):            760 kbits/sec
       (using a Optus:VIC target 8000/1024 test)

The Reckon Test reports:
 "Download"  of  4.26Mbits/sec      (4362 kbits/sec)
 "Upload" speed says 0.7kbps  
  HOWEVER,  it says the upload was 8.08Mbytes (64.64megabits,  66,191kbits)
   which took  93 seconds to upload   66,191 / 93  equates to   711.73kbits/sec
   which happens to be 0.7Mbps  not   0.7kbps.

It seems to me,  that there is a TYPO on their results page

I'd be focussing more on what is discovered from traceroute results to see what traffic conflicts exist environmentally.










Cheers

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)
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Richard B Crosland

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Hi Gary

It was great to speak to you just now.

I totally understand what you are saying.

If Reckon's Speed Test shows 0.74kbps and it should show 0.74mbps, then they should urgently change their web site.

We will continue to talk and do something to get this slow & jerky process fixed.  It is very frustrating.

The more people who are using the system the slower it gets.

Richard

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Richard B Crosland

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Hi Gary

Have a look at this from Reckons Web site link above........

Can you explain if the 170.14kbps should read 170.14 mbps or is this 170.14 kbps correct?

If 170.14kpbs is correct then their upload speed is very slow, with an upload test time of 38 secs.

Look forward to keeping in touch.

Regards

Richard

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Mirko, Alum

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Hey Guys, thanks for the feedback. I've passed this onto our Developers. We agree that there is an error in that calculation and they will be looking into this.

EDIT:  Calculation error on my end. Thus removed.
(Edited)
Richard

OK,  I've returned to the office after our chat now.  At the same time, I have been discussing a similar state of affairs with another user "Yittle",  and I've added the combined set of discussions here.

There might be FIVE FACTORS at play here.

a)  Capacity  at AWS Datacentre.  Number of users on the HOSTED servers at AWS in peak times.

b)  Bandwidth capacity at AWS Data Centre in terms of ability to deliver and fetch data in both directions.

c)  The internet connection at the client end (ie: The upload/download speeds at the USER premises end)

d)  The possibility of conjestion of usage of internet at the client end.  IE:  Some internet connection plans sacrifice upload (or download) when download (or upload) is in progress.    Other, more expensive and business  type connection plans offer synchronous (ie:  same speed in BOTH directions).  And beyond that, are business critical internet connection plans that offer a guarantee of UPTIME (ie:  they will guarantee the speed contracted).   HOWEVER,  that guarantee of speed is only between the customer (USER) premises,  and the Internet Service Provider.   Such an arrangement may not include the extended distance of connection through to the AWS Data Centre where "Reckon Accounts HOSTED"  is located.

e)  The bit everybody  forgets....   On ANY internet connection,  whether it is old dialup,  3G/4G wireless,  Satellite,  ADSL1,  ADSL2,  Cable private fibre,  or the infamous NBN fibre....    there is more thann just TWO ENDS (ie: the USER end, and the SERVER HOSTED end).   Thre is the MIDDLE.   WHen data moves from a user to a data Centre,  it is just like fetching data from some Google searched website.  The data has to traverse a whole set of intersecting links.  (called:  'Hops').   If there is other unrelated traffic going through those intersections,  then there is interruption.  Interruptions cause delays,  and that can end up as a poor user experience.  Examples are fast typists who discover they are typing to fields ahead of the game.


My focus is on separating issues (a) and (b)   from the other (c), (d) and (e).     Some clients may suffering an impact from multiples of the above.

What is important to realise,  is that one user's experiences (say a client in Rockhampton, QLD),  will be using a totally different set of internet technology, and be traveling a totally different PATH (route), compared with say, somebody like us in The Basin, VIC.    The analogy is driving a car from either of those places to Sydney.  You cannot compare the traffic jamb coming down from the North to someone without a traffic jamb coming up from the south (along different WIRES/connections really).

But,  if you can eliminate any concerns with (c), (d) and (e),   perhaps THEN, you can start to compare two different users who may be impacted by (a) and (b).    They are TWO DIFFERENT business technology issues.   So my mission is to help people make such a differentiation.

This other FORUM article article that started to go off onto this topic at the foot of:  (see Yittle Kook)
https://community.reckon.com/reckon/topics/payslips-from-accounts-hosted-2015
after some phone discussion,  identified the client has only got an ADSL1 connection that is possibly well over 4kms from the exchange.  That is theoretically beyond the limits often ADSL1 connection.  I'll be documenting there, some speedtest options to tey (like Above in this article),  to help de-mystify that aspect for that client.  There is a way to prove whether that client can improve her experience,  by travelling to a colleague with a better local connection in her rural town,  to compare the result.  It just might transpire, that she'll need to rethink about whether Reckon Accounts Enterprise or Premier will be needed in lieuo of HOSTED<  if her premisess lacks a suitable internet connection.  Alchester has been independently troubleshooting internet issues for over 20 years now.  We have all manner of links that help test and prove the issues.  Call 0408994799 iif that is of interest.

OBSERVATION for PSG Technical Support:
The remaining question relating to (a) and (b)  is that many a domestic or low grade ADSL2+ plan,  may only offer 20000kbit/sec /  1024kbit/sec  absolute theoretic MAX speed.  Cable options can boast up to 30,000/5000  and so forth.,  But they are theoretical MAXIMUMS when no impact by multiple users.  UNDER 1000kbps upload speeds from clients is quite common.  All we can seek from Reckon PSG Support is to ensure the AWS site has SUFFICIENT bandwidth, during peak, for all users,  and the horsepower inside the data centre, to cope with the data processing from such traffic.

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"
FYI:  This whole EMAIL matter,  is now part of a SUPPORT TICKET:  4628229

Gary
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Richard B Crosland

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Hi Gary

Great information.

At Yeppoon we are say 2.5klm from the exchange and using ADSL2 Telstra Business Broadband.

At our office in Rockhampton we are 1.5klm from the exchange also using ADSL2 Telstra Business Broadband with higher speeds, yet the jerky/slow typing is still evident.

Are Mirko's calculations correct?

The example I pasted above 32 minutes ago was from an example previously posted by Mirko and not from MY SYSTEM. see his post above and https://community.reckon.com/reckon/topics/reckon-accounts-hosted-speed-tips-tricks

Regards

Richard

Richard,

We've discuss this offline at greater length today,  but for this forum's record, here's the answer to your last reply just above.....

Mirko and I had an offline discussion about those  T1 speed figures, and there was a mis-calculation sso it was withdrawn.  The point is,  there is either a typo on the output screen,  or there is a miscalcuation by a factor of 1024.  PSG want to find out which, and remedy it.   The point remains,  that the speeds of about 800kbits/sec for yourself and almost the same for me,  are the upload figures that need to be discussed in terms of whether that is adequate,  OR whether that is being competed with by other local network activities,  like music streaming,   over-frequent email processing,  background virus updates,  general staff browsing by adjacent workstations and all manner of examples where upload spoeeds are being impacted by other download traffic at the local USER site/premises.

Gary
POST-MORTEM:  (extract from submission by email from Client to Gary Pope: 27/8/2015  20:45PM)

This is shared, to help demonstrate just one of the many local hardware/communications/network environment issues that can manifest a situation that appears to impact other business operations.   It is shared to illustrate the importance of having a good IT Consultant who can idependently get to the bottom of the issue..

--------------------------------

SOLVED!   The client's external IT people came a month ago to install a new anti-spam device, to replace an existing older device and whilst there, started to question some cables that were hooked into our network.  In the end one turned out to be for a wireless device which fed five adjacent company offices.  This had been consuming bandwidth from our network.    This improved our download/upload speed quite significantly.

However, further issues arose which needed investigation, as our download/upload speed was still fluctuating up and down the scale.  On further testing it was finally revealed that there was a corrupt version of Microsoft Outlook for Apple installed on an Apple Desktop Computer.  It was directly affecting our latency from 23ms to 560ms and dropped our download from 16.5Mbps to 3Mbps and our upload speed from .89Mbps to .1Mbps. (ie: only 100kbps!)

On Friday last week, Outlook was upgraded, along with syncing emails and attachments.  On Monday morning when returning for work and logging into Reckon Accounts everybody "zoomed along", with speeds back to 16.9Mbps Down and .89Mbps  (890kbps) Up, and with Latency of only 23ms, whilst the offending workstation was fully plugged in and operating.

The 'speed' problem stemming back some two years has FINALLY been resolved and IT HAD NOTHING TO WITH RECKON ACCOUNTS.

Thank you for your advice and encouragement to seek out network issues.    Hopefully you will be able to share this with Reckon and the Community and give some advice to the Customer Service Area when they get similar calls for help with slow/gerky activity on their use of Reckon Accounts Hosted.    

[client details held by Gary] 



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
Followup from July....

That TYPO of the upload speed is still not fixed.  It should be capital Mbps  if the numeric result is to be accepted as the answer,  OR, the numeric aspect needs to be multiplied by  x1000 and then lowercase kbps would suit.

The true answer is either  830 kbps upload    or   0.83 Mbps   but not the one shown still.

Either the character, or the number needs to be corrected.   I'm a bit of a kbps  fan,  simply because it has been traditionally  suitable as a measurement for last 15-20 years as speeds grew from humble numbers like 64kbps to 256kbps  to 1500kbps  to 8000kbps and now far beyond.  With people who get good CABLE speeds and the arrival of NBN, I imagine  Mbps  will soon prevail.   Those who are lucky enough to boast high NBN downloads of 100Mbps  will typically call that 100 'Meg' (assuming 'bits')  rather than say 100,000kbps.

kbps   multiples of 1024 bits (8 bits to a Byte) per second
Kbps   multiples of 1024 Bytes (characters) per second
Mbps  multiples of 1024 x 1024 bits per second
MBps  multiples of 1024 x 1024 Bytes (characters)  per second.

NB:  Some vendors  will use  1000 rather than 1024.
        Won't it be terrific when our grandchildren use Gigabits per second domestically!
         (not far off:  Already using it in Data Centres for a while now.....)

Anyway,  the syntax needs a little tidy up either way on the HOSTED site.


Gary







Here's an example of the results seen thru say:  ozspeedtest.com


(Edited)

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