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As you're aware, our teams delivered the brand new Reckon Portal last week which comes with a whole host of new features.
For some users though, it hasn't been the smoothest transition and been a rather bumpy ride over the last few days. The teams fully recognise that and I'd like to sincerely apologise for the frustration and inconvenience caused.
The majority of issues that were raised last week have been resolved. There are however a couple that the teams are currently working on -
- Receiving a "Application has encountered an unknown error" message when attempting to open a Reckon One book. This issue is not widespread and appears to be affecting a small number of users only.
- The inability to perform certain actions within a Reckon One book eg. add invoices, add bills, receive payments etc.
This is our highest priority at the moment and our Portal & Reckon One teams are working on addressing these issues with the utmost urgency.
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Rav, Community Manager
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91,712 Points
Posted 3 years ago
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314 Points
After the Reckon One update everything was fine for me, all my functions worked correctly, I didn't have any of the issues other members were complaining about, but now I am encountering a number of similar problems.
Only half of the dashboard has appeared, I can't add bills, I can't add invoices, I can receive payments for invoices and I see some of the banking features are missing. Also when you go to the settings page a lot of the features are missing from there also.
Lets hope these problems are fixed very soon, and we don't have similar problems this time next month, end of tax year and BAS period.
I've recently moved to ReckonOne from a QB stand alone desktop accounting software, I was informed that online was going to make life so much simpler and quicker, at the moment it is neither.
Tony.
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130 Points
Rav, Community Manager
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91,522 Points
What happens when you're using Firefox? Is this on login? Can you please try refreshing the page and failing that, clearing the browser cache and cookies before retrying.
Cheers
Rav
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130 Points
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130 Points
I had send email to customer service first thing yesterday, no help or reply from them as yet.
There is something seriously wrong with the system, can`t take so long.
30th May 2017, 10am.
Rav, Community Manager
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91,522 Points
Is this when you're attempting to login itself OR when you try to launch your book by selecting 'Open App'
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130 Points
Hope this helps.
Regards.
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130 Points
31st May 2017, 11.20pm
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130 Points
So, they asked me to try uninstalling / reinstalling Firefox, which I did and still does not work.
It works on Safari ipad but it is too time consuming to enter transactions on ipad.
I hope they can get it all sorted out asap.
Rav, Community Manager
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91,522 Points
Can I grab the current version number of Firefox that you are using when having this issue?
Are there any updates available for the browser? If so, can you please update and advise if the issue persists?
Thanks
Rav
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130 Points
FYI, for all Reckon One users running Firefox Mozilla :
Rather than uninstalling Firefox, try refreshing Firefox (click on Help / Troubleshooting Information and then refresh Firefox on the top right).
(Please note when you refresh Firefox, it removes all the add-ons and other extra features, which will have to be re-installed.)
Once Firefox is refreshed, try running Reckon One without any add-ons, if it works then most likely one of the add-ons was creating issues.
In my case, Ad-block has to be disabled for Reckon to work with Firefox.
Hope this helps.
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82 Points
Hi, when will we be able to receive money and mark invoices as paid?
Rav, Community Manager
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91,522 Points
This is something we're working on as we speak and I hope to have further information on progress very soon to share. Will keep you posted.
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330 Points
Whilst I understand that this upgrade brings features and fixes. Reckon seems to seriously neglected the potential (and now real impact) on customers. The timing could not have been worse. Near end of Month, near BAS time etc.
Not being able to login & invoice, created issues for me. It has been resolved now, but still this leaves me concerned for the future when another upgrade is required.
What compensation is Reckon offering to say sorry?
Regards
Mike
Rav, Community Manager
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91,522 Points
In regard to compensation, unfortunately that's not something I can comment on. Our current focus and priority is on investigating and resolving these issues for all impacted users.
Our teams are just as disappointed with some of the issues that have cropped up over the last few days and we're doing everything we can to put this right as quick as we can.
Cheers
Rav
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110 Points
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460 Points
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172 Points
Annoying me also!
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152 Points
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120 Points
This cost another $11 as the new portal did not take into account that I had already paid a day or two before.
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240 Points
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96 Points
To have our accounts completely unusable - your customers being charged extra just to work their way around your faulty product - is very publicly sloppy. Very immature. What was the rush that was important enough to skip proper Q&A guys?
At the very least, a roll-back to the functional version should be made while you work on these debilitating problems. Is there a reason why this has not been done?
This is not just disappointing for all of us, it dangerous. Your entire product is at jeopardy here - help us out and give us something we can continue to work with while you work under less public scrutiny.
Rav, Community Manager
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91,330 Points
I can definitely understand where you're coming from, and I'm really sorry that you and our other users have been impacted by this over the last few days. This is our main focus and the teams are working extremely hard to get this sorted. We're not quite there yet but definitely getting closer toward a fix.
In regard to testing and QA, I can assure you that extensive testing was conducted across all elements of the Portal, its functions and connections, over a prolonged period of time. None of the issues currently present after portal launch were encountered during testing.
Stay tuned, I should have further info to share soon. Apologies again!
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456 Points
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800 Points
Chrome up to date.
Cookies and Cache Cleared.
Can log in with Firefox
I know you guys have a lot to fix, just adding this to the list :)
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92 Points
Hi,
There have been a few issues after latest major update.
Customer Pay Invoice button in email is not working.
Error Message:
"The invoice is not available. Please contact the sender for more information"
Also in customer Invoices, there is no way to pay Invoice now! Receive Payment/Make Payment button is no longer showing!
These errors are major & need fixing asap.
Thanks.
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90 Points
This is our first experience with Reckon and it looks like being our last.
Rav, Community Manager
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91,330 Points
Can you elaborate further on this. What are you having trouble with specifically within the Demo book?
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90 Points
I can't use the demo book at all. I select it, click on the dashboard (or most other options) and it drops me back to the generic Reckon screen. Multiple browsers, cleared caches, even restarted. If this is an indication of the QA for the product (and reading a few comments here appears it is) then this software is not for us.
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176 Points
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192 Points
If this isn't resolved very soon then I am going to have no choice other than to look elsewhere. I can assure you I'd rather not do that. I know you've been working hard communicating issues to back of house and keeping us informed and I thank you for your efforts.
Rav, Community Manager
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91,712 Points
Hi everyone,
I've just received word from our Portal team that the issue where Reckon One books have lost functionality/reverted to read-only mode has been resolved.
Any users affected by this issue, please log out of Reckon One and then back in for access (provided that your subscriptions are valid).
If you continue to have the same issue, please let me know by replying BELOW this post.
Work is continuing for the issue related to some users receiving the "Application has encountered an unknown error" and further updates will be made on this as soon as possible.
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530 Points
Rav, Community Manager
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91,712 Points
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192 Points
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100 Points
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140 Points
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140 Points
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530 Points
Rav, Community Manager
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91,712 Points
It sounds like things are improving for some and not so much or as quickly for others. How are things going this morning?
Let me know
Cheers
Rav
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172 Points
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96 Points
Rav, Community Manager
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91,712 Points
I've just sat down with our Portal Manager to have a chat about your cases and have some updates for each of you below.
Steph Luck - As discussed earlier, we're working on this as we speak and will be in touch with more information as soon as possible.
Csaba Toke- we are currently working on your case as it requires further investigation from our Portal and Reckon One teams. Unfortunately, the customer service teams will not be able to provide an instant fix to this one over the phone. However our Portal Manager is across your case and I'll give you an update as soon as I have further information.
Keith Zilm - Can you please ensure that you are logging in with your existing Reckon One login credentials. ie. Your existing Reckon One user name & password not the newly created account linked with Google.
Meg - Can you please reactivate your books through the Portal by going through
Settings (on your book) > Modify > Reactivate > Enter your payment details > Once this has processed your book will become active.
Andrew Cook - We'll need some more information from you for this one. Can you please send me an email to community@reckon.com with your Reckon One user name, the book name you are having these issues with and where in the Portal it is being accessed from.
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140 Points
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96 Points
I first log in to ReckonOne then select Edit on the right of my book (only other option is Share) and it tells me my account is already currently 'active'. Would you like me to first Deactivate, it and then Reactivate it?
Can you please tell me if I be charged for this?
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460 Points
Rav, Community Manager
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91,712 Points
GR - I'm really sorry but the Portal team are re-looking at instances of books reverting to read-only mode right now. I'll post a further update on this as soon as I have more info.
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240 Points
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240 Points
Rav, Community Manager
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91,712 Points
Apologies for the delay in getting back to you, I posted this on another comment in this thread but I'll just add it here too as it may apply..
The major issues affecting books that were in read-only mode *incorrectly* earlier this week has been resolved and the team are finding that cases coming through now are due to payment related reasons ie. declined, unpaid etc for example.
Not saying this is the same in your case, but just to get ahead of it to give you a quick fix if it is.
Can you please confirm? If it's not the case for you then happy to get the team to take a closer look.
Cheers
Rav
Rav, Community Manager
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91,712 Points
If you can flick me your Reckon One user name, customer ID and just a screenshot of what you're seeing when you attempt to perform one of these actions in an email to community@reckon.com I'll take it to our Portal team.
Cheers
Rav
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124 Points
Absolutely done with Reckon service. The new portal has not worked from day one for me (what was wrong with the old one??!!). All of my books have disappeared from my user profile and I continue to get diverted to a portal page wanting me to subscribe -- despite my subscription being current. Despite questions on the forum (that thread has now closed -- which, incidentally doesn't mean the problem is fixed!!), two emails and a call to the helpline, I still am unable to access any of my books. I have not even had a response. I have BAS to do, invoices to send out -- and no response from the "help" team. It has obviously been a very poorly planned, poorly resourced rollout. What do i do from here, please Reckon Community?!!!
Rav, Community Manager
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91,330 Points
I've sent you an email earlier, can you please check it out and let me know how you get on.
Cheers
Rav
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90 Points
Look at this as a good reason to do something real.
Yes its a pain in the arse Yes it should have been tested better, but its not unusual these days.
Good reason to go fishing.
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100 Points
Rav, Community Manager
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91,522 Points
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100 Points
Hi Rav,
I had a chat with customer service today, everyone is friendly, but none has an idea about the reason why I am locked out of my books. This is also a permission problem, the issue can be reproduced.
Is there anyone over there who could trace the code while reproducing the issue and catch the reason for not allowing me to see and reach my books through the web? If you give me all the permissions I am happy to review the code and architecture design too or assist any developer how to do it.
Can you please update me about the results of the investigation?
I have been locked out for 7 days now, not a good feeling.
Thanks,
Csaba
Rav, Community Manager
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91,522 Points
I know that our Portal Manager had the details of your case and was being investigated. Let me grab an update on where things are with that.
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92 Points
Edit - SORRY I SPOKE TO SOON PREVIOUSLY ... I was able to pay Invoices today .. but now it has been disabled again!!!! This is turning into very poor form!!!!
The one big thing left to fix is the 'Pay Invoice Button' from email.
If I were to send a customer an invoice via email they would get the error message:
" The invoice is not available. Please contact the sender for more information "
These issues need to be fixed asap!!!
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556 Points
Rav, Community Manager
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91,522 Points
I've got your email from earlier this morning and am checking with the Portal team in relation to it. I'll get back to you as soon as I hear back.
I'm really sorry for all the hassle and frustration this has caused.
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556 Points
As at this morning there has still been no fix and no email, while I understand that you are doing your best to fix this problem this is not helping me in the fact that I have new children wanting to enroll and I am unable to provide them with an invoice. I have a committee who are wanting to hold a meeting and I can not provide them with any reports. This is not making your company look good to them after I had to convince them to stay with you. Who do I talk to to regain access to Reckon Hosted (at no cost to me) so that I can upload my last backup and continue to work while you find a solution. I believe that this is not to much to ask.
Thanks
Jodie
Rav, Community Manager
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91,522 Points
I just shot you through an email a little earlier. Take a look when you've got a chance.
Cheers
Rav
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322 Points
We have been able to add bills and invoices tonight.
Thanks for all your help and providing regular updates.
Gabbee,
R.W.F Building Company
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90 Points
Reckon has now exceeded Intuits software outage time ,congradulations, going for the record.
Rav, Community Manager
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91,522 Points
Can you let me know what you're experiencing at the moment, is your book in read-only mode?
Shoot me an email to community@reckon.com with a brief rundown with your Customer ID, Reckon One user name and book name and I'll get it looked into.
Cheers
Rav
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188 Points
Rav, Community Manager
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91,522 Points
Cheers for getting in touch, happy to look into this further but just wanted to clarify the current status on read-only books. The major issues affecting books that were in read-only mode *incorrectly* earlier this week has been resolved and the team are finding that cases coming through now are due to payment related reasons ie. declined, unpaid etc for example.
Not saying this is the same in your case, but just to get ahead of it to give you a quick fix if it is.
Let me know
Cheers
Rav
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188 Points
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314 Points
Mate you've been a busy man over the last week or so.
I am trying to enter received money that is not from a current invoice, but from an invoice created before coming across to Reckon One, I have been able to do this before the portal update, but now when I attempt it, it will not save. I move the mouse over the save button, it gets highlighted but nothing happens when you click on it, It is not saving. I am entering this type of payment the same as I have done before, I feel I am doing it correctly, it just wont save.
Cheers Rav
Tony
Rav, Community Manager
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91,492 Points
Definitely been pretty hectic over the last week for sure!
Can I just ask, which browser are you using when this occurs and does it happen on an alternative browser as well?
Are you able to use other areas of the book, ie. add new invoices, bills etc?
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314 Points
I have just tried Chrome and I am able to enter a received payment using the NEW entry button, (so a payment not linked to an invoice created in Reckon). I was able to save that payment and it worked fine. I then went back to firefox, saw the new payment, was able to edit it and save it, but when I tried to add a new payment again it would not save, so went back to Chrome and tried, and it worked.
So it has worked on chrome twice, and failed on firefox everytime I have tried it today.
Hope this makes it easier for you to give me a solution.
Thanks
Tony
Rav, Community Manager
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91,492 Points
I've just replied to Tuhin above who is also having Firefox issues so I'll ask you the same thing..
Can I grab the current full version number of Firefox that you are using when having this issue?
Are there any updates available for the browser? If so, can you please update and advise if the issue persists?
Thanks
Rav
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314 Points
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314 Points
Cheers
Tony
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