Reckon Hosted Online Screen Black

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  • Problem
  • Updated 2 weeks ago
Last week and today every time I log on after a few minutes my screen goes blank and parts of my screen start appearing.  I have to log off remote session and sign in again.  It lets me work for 5 minutes then goes black again.  Is anyone else having this problem?
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Dianne

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Posted 4 weeks ago

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Rav, Community Manager

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Hi Dianne,
Which browser are you using Reckon Accounts Hosted with?
I can't say that I've seen what you've described happening but could you login to Hosted on a different browser and confirm if the same thing occurs on it as well?

Have there been any changes to your PC/monitor or anything related to your PC environment since you first noticed this starting?
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Data Rec, Employee

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Rav,

This may be useful.

https://whichbrowser.net
https://whatsmybrowser.org/

Regards,

Data Recovery Team
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Marilyn Edwards

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Yes I am having this problem and my client too. I thought it was my computer. Massive time waster.
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Marilyn Edwards

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This started last week for me.
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Deb

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I have a client with the same issue. He has just paid for 3 years worth of service and is having black screen issues constantly. It means he cannot produce invoices for clients in a timely manner, nor can he do much else when it is in "black screen mode".


The client is very unhappy, and I am feeling upset that I recommended the product to him. Unless this can be fixed, we will be asking for money back and switch to something that better serves the needs of this busy small business.


My client also uses Chrome to access Reckon Hosted.
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Rav, Community Manager

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Deb,
Did you review the information and article further below on this thread?
If not, I'd recommend doing so to resolve this.
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Tania

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Try the fixes listed below Deb, mine is still fine 24 hours later so I'm guessing it's fixed. But I agree it is frustrating and it's not good enough. We also took the 3 year deal at my work on my recommendation so I have to make it work.
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Deb

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Thanks. I've sent the link to my client. We'll see what happens...
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Data Rec, Employee

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Hi Deb,

If the client needs additional over the phone assistance to follow the steps, the Hosted Technical Support Team can assist also.

When problems occur, the solution is sometimes not immediately apparent and can take some time troubleshooting to understand the problem, and testing possible solutions.


Regards,

Data Recovery Team
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Deb

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Thanks, but he doesn't have a couple of hours to spare waiting for his call to be taken...that is why he contacts me....he is one very upset customer.
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Rav, Community Manager

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There are no call queues or wait times for any of support teams at the moment Deb.
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Deb

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Thanks again. Just called him and he won't be able to call until next week, as he is too busy.
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Data Rec, Employee

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Recommend that they first try to follow the steps in the instructions provided.
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Deb

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Yes, I have. Many thanks.
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Dianne

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Hi
The browser I use is Chrome and no I have not had any changes to my computer in the last few days.  I will log on using Firefox and see how I go.
Thanks
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Melissa Fines

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Dianne, I am experiencing the same issue. I use Chrome as well. No changes to my computer have been made. 
How did you go with firefox? 
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Rav, Community Manager

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How did you get on with Firefox guys?

If you keep experiencing the same thing on Chrome, can you let me know the Chrome browser version number you're running.
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Susan Newsham

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I was getting the same problem with Chrome.  Switched over to Internet Explorer and running all ok.
Susan Newsham
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Rachel

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We are also getting this problem.  Been for a week on one of our logons. Now starting on other logons too. We are running chrome and had no PC changes.....
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Melissa Fines

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I have switched over to Internet explorer works fine. Tried logging back on Chrome same issue happening.
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Melissa Fines

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I was using Chrome 77
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Jacki Dwyer

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We are also experiencing pixelation problems on one computer only (3 other computers are fine) -nothing changed! we are using Chrome, however did try Explorer, but couldn't copy, paste or print. Please advise
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Jacki Dwyer

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a technician Dhanvir, help me fix the problem, by clearing the caches and cookies in the browser history
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Melissa Fines

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google how to fix black screen on Chrome, there are a few different things that you can try. https://blog.pcrisk.com/windows/12896-google-chrome-black-screen. So far I think it has fixed the problem.
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Tania

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Same problem here. Mine totally off, pixillation every 5 mins, other computer all fine no problems. I will try some of these solution before spending 40 mins on hold with 'help line'.

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Nancy May

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Hello Tania, I called Tech support yesterday, they didn't suggest I clear caches and cookies to help. All they said was they were still working on the issue and someone from Reckon would advise on community once sorted. I'm putting up with explorer for now, it is working ok but prefer Chrome and not keen to download a 3rd browser. 
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Fiona Longhurst

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We are having the same problem, but with only one log-in. We have numerous licences, we all use Chrome and no other log-in is having a problem.  The issue has been happening for a couple of weeks, we have cleared the caches and cookies, restarted computers, checked for updates to Chrome, no major changes and nothing fixes the problem. The black screen issue can be found in threads elsewhere on the community page from quite awhile ago but the problem was that the person was NOT using Chrome.  Any help from Reckon would be appreciated and I find that no response from Reckon to the previous questions in this thread quite unacceptable. What is the point of having pages like this if Reckon doesn't address the issues.
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Tania

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My IT guy has just done a few things in Chrome background to try and help. But he has said if no better I will need to go to Reckon. I agree with Fiona once a thread becomes active like this one Reckon should be communicating with all of us on their progress with issue. Telling us to use another browser (lets face it Explorer is basically old school) is not an answer to the problem with THEIR program. 
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Data Rec, Employee

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Try this.

KB: Hosted Checkerboard Screen Issue: 
https://kb.reckon.com.au/issue_view.asp?ID=5754


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Tania

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Thanks worth a try


(Edited)
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Data Rec, Employee

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Try this second:

To disable GPU Process, please follow the steps below:

1. Click on the three vertical dots on the top right-hand corner of the Google Chrome browser  

2. Select the option More tools to bring up the additional menu options 

3.Select Task manager

4. Select GPU Process

5. Click the End Process button


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Tania

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So far, so good. Fingers crossed. 
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Data Rec, Employee

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Hi Tania,

Did you restart Chrome after performing the disabling of the GPU Process?

Regards,

Data Recovery Team
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Tania

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Yes. Did a re-start of whole computer, overkill but I really wanted it to work. Still no issues so far. 
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Data Rec, Employee

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Thanks Tania, hopefully this helps more people resolve this issue.

We'll update the knowledgebase article and include the restart as part of the process.
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Data Rec, Employee

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Official Response