Rollback for Reckon Accounts Hosted (Australia)

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  • Updated 8 months ago
Hi everyone

As most of you are already aware, we have experienced an issue with the latest Accounts Hosted upgrade causing some users the inability to access the platform over the last couple of days. For this reason, we are switching to the previous version of Accounts Hosted to ensure all users have uninterrupted access.

Why did these issues happen?
We upgraded to a new version of a piece of software that allocates connection to servers, and subsequently experienced an issue. This had been previously tested before deployment, but the underlying issue was only identified once in the live environment.

What's the fix?
Again, with the best interests of our customers in mind, we have decided to switch to the previous environment as we work on the software component to be fixed.

What does this mean for your clients?
The next time your clients log into Accounts Hosted, they will need to follow the previous process of printing, which was in place prior to the new Hosted release.

Is there any impact to your clients' file or data?
No, there are no changes being made to file servers in any way so their data will not be affected.

Is anything else affected?
The ability to copy and paste directly using keyboard shortcut commands will also revert to the former process. This means they will need to complete the copy and paste action via the 'floating toolbar' when using Chrome.

This rollback only applies to Australian Hosted users. New Zealand Hosted users are unaffected by these changes.

We sincerely apologise for the inconvenience and frustration caused.
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Rav, Community Manager

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Posted 8 months ago

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Vanessa Lander

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This reply was created from a merged topic originally titled THANK YOU, Seems the printing has gone back to normal OMG THANK YOU.
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Helen Saunders

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Good morning,  I have just gone to log into reckon and it just comes up with a black screen once I log in.  What does this mean
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Mary Aughney

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Hi Rav, I logged out and waited about 15 mins.  Just tried logging in again and still getting the black screen.
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Rav, Community Manager

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Thank you for trying Mary, if you can please give us a call on 1300 799 150 when you've got a chance so we can take a closer look into this with you.
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Wendy Ennor

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Also, we are having to use the clip board again and when we log in it has us logged in twice??????????????
How long before we can go back to the new, quick version?????????????
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Rav, Community Manager

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Hi Wendy,
Yes, as above we've reverted over to the previous Hosted environment which means we're back to the previous method of copy & paste and printing. 

There are no timeframes at all yet about when the new environment will return as we've got a lot of work to do ironing out some of the issues that cropped up and we're only at the start of that right now.
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Wendy Ennor

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Hi Rav,
Thanks for that, any idea why it wants to say that 2 sessions are logged on for the same person?
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Paul Hyland

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What's the emoji for quiet despair. Please employ some competent people.
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Rav, Community Manager

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Hi Paul,
Personnel wasn't the cause the issue and there are plenty of competent people on board doing their best to get things right.

We've made the decision above to rollback to the previous Hosted environment in the best interests of everyone to ensure that we've got a stable environment while we iron out the root cause attributing to these issues.
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Letisha

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While they are looking at a fix, can they check out missing $ signs on tax invoices to customers please?  With the upgrade, when the sales invoice was print previewed/printed/saved to pdf, the $ signs in the totals section went missing.  Adding a text box with the symbol didn't work, it just didn't recognise '$'. Solution was everytime I logged in, I had to change the "redirected printer setup" "true type font:print as" from 'Automatically Selected' to 'Adobe Type 1 Fonts'.  (It happened on 3 different logins, on 3 different computers, using both Chrome & IE.) 

Now that you have reverted back to the old system of printing, this issue no longer occurs.  FYI: the setting is now 'substitute with device font'.  I posted this issue on this forum ~3 days ago so you can read further about it if you need.
Thank you.
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Rav, Community Manager

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Hi Letisha,
Its certainly something that we'll try to replicate and review. 
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Liz McGrath

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It can be cumbersome sometimes but I actually like the way the printing works, as I can batch invoices together (which I now need to do for one provider). Not sure how I can do it otherwise if you change it again.
One thing I would really like to see are invoice numbers in the subject line. I am sure they had it older versions of Reckon/Quickbooks I sometimes send out 200 hundred invoices at a time, with multiple ones going to the same company, if they reply with an enquiry I have no idea which invoice it is. Any chance we can have that feature returned?
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Liz McGrath

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Me again. After the problems yesterday, I work on the desktop version using a backup.

When I uploaded the backup this morning to the online version my logos had disappeared from the invoices.
Is there a way of avoiding having the fix the template each time I use a backup?
 
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Rav, Community Manager

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Hi Liz, I'm actually not too sure about this one but let me ask the Hosted team and get back to you
we are glad that this has reverted back to the older system as the new system cause a lot of issues
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Marc

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What a joke. 3 days wasted, non productive due to incompetent systems. On top of that have to re-set all my templates after you reverted back. Another day wated. wheres my compensation for your inadequacies and unprofessionalism?? Disgraceful and frustrating
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Katie Millott

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Hi Rav, 

I had a client email through that she had received a different client's invoice when i sent invoices through reckon last week.  She confirmed it came from accountshosted@reckon.com - I checked her details in the system which were correct. She has received correct invoices in the past to that address...Could this have happened due to the issues experienced?  Just wanted to let you know as I don't want clients getting invoices that don't belong to them. 
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Grant

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Hi Rav,

Going back to the old print system is good for 4/5 of our users due to the extra flexibility it offers. We use Foxit Reader (free version) as our default pdf viewer so when printing an invoice/purchase order & the likes we can then choose to save, print or email directly from Foxit. This makes the old system combined with a good pdf reader so much better than the new print functionality. Realistically the only 2 clicks saved on the new platform was we didn't have to click 'view' to open the document we are printing and didn't have to click to close the document tab but the largest amount of time is waiting for reckon to create the pdf file. If clicking 'view' and opening a new tab could be in the coding so it's automatic rather than manually clicking it would give a very similar result to the new platform but still gives the flexibility of choosing printers, automatically printing the quantity as set in the template setup, ability to manually over-ride print quantities when needed plus the other features of being able to save or email if using a more advanced pdf viewer than acrobat. (I understand programming isn't always that simple but thought it would be good to mention it in the chance it's not a big thing)

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Sue Miller

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Rav

Can you not email all hosted users so that we don't have to:

1. Find out there is an issue when logging in
2. Go to Community page to search for the issue we are experiencing

It just seems like commonsense and good customer service. I have wasted another 30 minutes today on top of 2 days earlier this week.
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Rav, Community Manager

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This email was sent at 7:30am yesterday morning to all Hosted AU customers
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Sue Miller

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Rav the last email I received from Reckon was on the 25th Jan advising of the scheduled maintenance on the 28th January.
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Rav, Community Manager

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I'd recommend checking your Spam/Junk folder or checking your subscription preferences to see if you've unsubscribed from Critical Alerts/Product Info
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Sue Miller

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Rav - that's the first place I checked. I work in IT. I get all other emails.
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Sara Kennedy

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I absolutely loved the new version so I'm looking forward to seeing it come back asap.  Might even start selling Reckon when the new version comes back on - it's that good! Lol  

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