SBR Engine issues

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  • Updated 9 months ago
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I have numerous issues with reckon elite before which basically happens whenever there is an software update I would say once a couple of updates. This time I am having issues for smsf return after the PLS format was discontinued. There is something wrong with SBR engine installation in the past with SBR engine error boxes coming up from time to time but without much impact and this time with the return created in the SBR format there are error boxes poping up in numerous screens like "a new report of the specified type could not be created" and similar. I did get a email reply from someone saying "it appears your version of SBR engine is not up to date" and recommended me to ensure it is up to date. Then no reply at all once I asked the next logical question of how and where to download the latest version. Seems like non ending struggle with reckon technical support, not sure it is in fact a software issue, employee quality issue, management issue, or perhaps difficult technical issues originated from ATO side which is causing a lot of resource wastage and frustrations along the chain? Can anyone shed some light and I will appreciate if anyone can help in how to update SBR engine. Many thanks.
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Paul Sun

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Posted 10 months ago

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Norman Balke, Employee

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Good morning Paul. 

I have sent your inquiry on to our Elite Tax Support Team and someone should contact you regarding this shortly.  The incident number for your records is 386365
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Paul Sun

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Hi Norman thanks v.m. for your help, someone rang me but the problem is not resolved, he claimed the problem that I am encountering (unable to uninstall RSBRE) is my issue as it may be something to do with windows registry that I need to get help with external IT support. I found this strange as I am only encountering this with this 'RSBRE' app and not others. Eventually he said he was going to send me an instruction for how to fix it and uninstall it myself, as reckon will not touch registry, which is fine for me, but I still have not received anything from him yet, are you able to help follow up? Also I did some research on the web and I think the reason why windows uninstaller is not working is because the original installation file is missing. (RSBRESetup.msi) However, apparently there are ways to uninstall without the installation file but we need to know the names of the exe file for RSBRE and it location for it to be removed. Hence I am looking forward to receiving the instruction. Many thanks!
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Norman Balke, Employee

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Hi Paul,

Sorry that the issue has not been resolved.  I have escalated this issue for you and asked that you be contacted as a matter of urgency.  If you have not heard anything within the hour please contact us directly on 1300 277 787 quoting reference 386365
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Paul Sun

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Hi Norman, thanks for your help so far, really appreciate. Actually no one ring back yesterday and I was not able to ring the 1300 number because I am currently working outside Australia until 21st Feb. Nevertheless the same person whom I spoke to before rang me just then, but without any progress because he is maintaining the fact that it is not Reckon Elite's issue if the RSBRE engine cannot be uninstalled and now even refuse to admit he said he was going to send me an instruction for manually uninstalling last time. He asked me at the end to ring the australian office on Monday and ask to speak to someone instead, who may guide me on resolving this as the person is on leave currently until Monday. As I am outside Australia now the 1300 number does not work, is there a way I can communicate by email directly with someone in your Australia office regarding this next week? I have my phone on roaming while overseas so I can be reached by phone if you ring my AUS mobile number.

Cheers,
Paul
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Norman Balke, Employee

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Hi Paul,

Our Senior Consultant, Geoff, will be contacting you tomorrow morning to organise a time when he can conduct a remote session to resolve this issue.

Kind regards,
Norman
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Paul Sun

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Hi Normal, I sent a reply yesterday but I just saw that it was a noreply email address so no one contacted me as yet regarding the phone call appointment with Geoff. I am away for the rest of today so would it be possible for Geoff to ring me either tomorrow (Thur) or Friday morning around 9am Syd time? Also, I think you still have my old number on your system even after a few communications since a couple of years ago, I just sent a request to your customer service email address to update my number so would appreciate if you could help check and confirm so Geoff could ring my mobile number directly. Many thanks.
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Norman Balke, Employee

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Hi Paul please provide the best contact number I can call you   Regards Geoff
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Paul Sun

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Hi Geoff, my mobile is 0425243310, would you pls kindly call me tomorrow morning (Thur) or Friday around 9am Syd time ? Many thx.
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Peter French

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I am also having problems with trusts anc partnerships and this very annoying. I act cor taxpayers with overdue returns so often have more that one year to lodge. All looks ok until validation and one error yesterday is it will not accept my mobile number in any format. Another is that l cannot lodge 2016 returns. I am going to have to lodge paper returns. I phone Reckon but no one phoned me back last query. I live on a rural property and cant stay inside for 2 days hoping for a phone call. I will try again this morning.

Peterfrenchaus@gmail.com
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Norman Balke, Employee

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Good morning Peter,

I have logged the details above with our Support Team and asked them to contact you urgently.   The call reference is 388044.

Kind regards,
Norman
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Peter French

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Thanks Norman. Due to overdue work that must be presented to clients I am unavailable this morning. My phone is 04 6848 6662 and registration is PET1010