Reckon server is done - SQL Server Problem (assume at Reckon) anyone else got same problem?

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  • Updated 3 years ago
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Maureen Ryan, Accredited Partner

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Posted 3 years ago

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Maureen Ryan, Accredited Partner

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Should have said Reckon Server is DOWN - sorry.  Frustration has set in already.
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Shane, Employee

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Hi Maureen,

I have been able to successfully connect now, please give it another try.  If you still encounter an issue try logging off via control panel / log off remote session.  Let me know how you go.

Regards,
Shane.
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Maureen Ryan, Accredited Partner

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All working beautifully thanks Shane.  Thanks for getting us users back on air.
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Shane, Employee

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That's great to hear Maureen.  Thanks for letting me know. :)

Shane.
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Sue Jones

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Yep having the same problem
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Maureen Ryan, Accredited Partner

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Sorry Sue just saw your reply now.  I didn't scroll up enough.
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Gail Lewis, Accredited Partner

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yep just posted  - always happens on a holoday weekend too -  guess maybe they think we may not be using the system
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Simoneha

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Yes me too - so frustrating. 
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Maureen Ryan, Accredited Partner

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More than frustrating after working all weekend (plus early starts other days) to meet deadline after deadline : GST deadlines, month end, board meetings, tax planning meetings.  It's not a long weekend here in Victoria so it better be fixed tomorrow.  Problem when all my clients except one are on reckon hosted - disadvantage of cloud accounting.  Lucky it's a Sunday and I am not sending staff home as a result. I been a reckon customer for 20 plus years and at the moment I am not a happy Customer at all. It's not like I leave my work to the last minute either.  Looks like I am deferring my 10am meeting tomorrow.  Glad to see I am not alone working on a Sunday....thanks for replying Gail and Simoneha as I try to calm down!!!! 
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Gail Lewis, Accredited Partner

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nope seems only users replying - no reckon staff made any comments yet
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Maureen Ryan, Accredited Partner

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Been Working since 10am till 3.40pm today.  Australia has Queens Birthday weekend next weekend.
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Sue Jones

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Western Australia is this weekend
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Gail Lewis, Accredited Partner

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hope the techies are back before Tuesday or oh my goodness would love to see the ramifications if dont sort soon
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Narelle Pitcher

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Not everyone works Mon - Fri bit frustrating
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Michelle Finch

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This is the weekend they did scheduled maintenance. I think they broke something!!! I can't get on either.
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Maureen Ryan, Accredited Partner

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Answer from tech support at 3.40pm Victoria Australia Time : I am only here for another 20 mins, will report it, not sure if IT are working today and I asked for Sam (Big Boss mobile number or for him to ring Sam on my behalf) - I don't know the bosses number....doesn't sound good from Reckons end it will be fixed soon by the sounds of it.
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Gail Lewis, Accredited Partner

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Seriously - they should be support 24/7 for the servers - maybe not for users but the system needs to work 24 hours a day like all other online products and services
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Mary

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Very frustrating - in the middle of complicated set of receipts and have invoices to get out. I only have weekends to do the books for our small business as I have another job. Losing a day means we're a week behind. Grrr!
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Maureen Ryan, Accredited Partner

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I totally agree Gail - and I hope Reckon sees this comment as well.

An hour wasted already from a work point of view when so much to do.....at least I got to use Reckon Community for the first time and reckon's comment was : 

Your recent activity in Reckon resulted in your receiving a new badge. Keep up the great work   was the comment I received.  I wished I could reply but it was a nonreply email....couldn't say the same for Reckon hosted at the moment.
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Simoneha

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Seriously? Are they operating out of a cupboard somewhere in a Gold Coast apartment?? This is absolutely ridiculous - it is hard to believe they do not have Tech support available all weekend for an issue like this.  So do we get a discount rate if we do not access Reckon Hosted on weekends??? Dont think so!  So they need to have support 24/7....
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Rav, Community Manager

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Hi everyone,
Apologies for the delay in getting back to you all in relation to this.

We are currently experiencing a login issue with our online services. Our IT team is looking into it as a matter of priority but it appears to be a infrastructure related issue.

We have logged a severity 1 with our vendor.

We are sorry about about any inconvenience caused and will update you with more information as soon as possible.

Rav
(Edited)
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Gail Lewis, Accredited Partner

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thank goodness Reckon are alive out there but we need to have Reckon servers monitored 24/7 - this reply is in response to messages over an hour ago. An email needs to go out to all Reckon users NOW with updates as to whats going on or we as trainers are going to get inundated with calls /Emails from our clients and those without trainers left angry and frustrated not being able to log on and probably not aware of this site for information about your problems
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Sue Jones

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Do we get a Refund / Compensation for the Hours that we are unable to use the Product that we have Paid for?
(Edited)
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Maureen Ryan, Accredited Partner

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Thanks Reckon for the update.  Doesn't sound good.  Keep us posted please.  
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Maureen Ryan, Accredited Partner

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its working again!!!!!.
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Rav, Community Manager

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Excellent to hear Maureen!

Thank you so much for your patience and I'm very sorry for the frustration and inconvenience caused this afternoon.

Rav
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Rav, Community Manager

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Hi everyone,

The team have identified the cause of the issue as being external to Reckon however we are receiving early reports that connectivity has been restored. Please try logging in and let me know if you encounter any issues.

Further updates will be provided here - https://community.reckon.com/reckon/topics/sql-server-issue-5-june-2016 

Thanks
Rav
(Edited)
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Michelle Finch

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Thank you, issue for me is resolved.
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Rav, Community Manager

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Great to hear Michelle, thanks for letting us know and my sincere apologies for the inconvenience caused.

Thanks
Rav

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