Share price updates stopped working

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  • Problem
  • Updated 3 weeks ago
Using Reckon Accounts Home and Business 2016 R1.  My two year subscription for share price downloads started on the 28/05/18 when it was installed.

The downloads stopped working around early April 2019.  The share prices would download within seconds previously.  Now after around 30 seconds 'updating', the update status then shows 'downloading' briefly then closes.  No prices have been updated.



I know there have been issues before, but I can't find anything recent about this.  Can anyone help with this one?

Cheers - Andrew
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Andrew

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Posted 1 month ago

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Archie

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Hi Andrew,
As far as I am aware all subscriptions are for one year only.  This is certainly the case for me.  Perhaps you can check this with Reckon.
Regards,
Archie
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Diver Dave

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I thought it was 2 years for stock price downloads, and 10 years for the program.  Go to Help/Licence Information to check
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Kevin

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Hi Andrew,
I am still within my first year of an upgrade to 2019 and my share price update is still working ok. 
As Archie suggested, I think your next course of action is to attempt help from RECON!! Good luck.

Cheers,
Kevin
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Andrew

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Thanks for the replies!  Here is my licence info without the install key:



(Edited)
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Rav, Community Manager

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Hi Andrew,
I just tested out share prices on my installation of Personal Plus 2019 and seemed to work normally.
Are ALL your shares not updating or a select few?
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Diver Dave

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No good checking your personal copy, Rav - it's Andrew's that isn't working!  Most of us are not experiencing a problem, but that doesn't make it any easier for those who are.  Telling Andrew yours works doesn't help him a lot.
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Archie

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Rav's comments indicate he has no qualifications in computing, software develop, maintenance and testing.

The standard response to the reporting of a problem is to immediately pass responsibility back on to the users.  The most common advice is to validate, super validate and to make sure Asset Class is set to "Stocks".

Reckon's last change of share price service providers resulted in damage to Investment Portfolio files I have been using for more than a decade.

Rav's "advise" was that mentioned above, none of which made any difference.  I was quite literally a waste of a great deal of time and effort.

It took weeks of trial and error and manipulation on my part to find a way to repair the damage.

Important !!! The 1st thing you must do is to backup your files BEFORE you start following any advice.

Unfortunately, you are pretty much on your own.  Based on past performance Reckon will be of little help.
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Rav, Community Manager

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Thanks for the potshots fellas, quite petty in my opinion.
Diver Dave, yes I'm well aware that its Andrew's copy that is having the issue, he's advised as such. Obviously the first thing I'm going to check is whether there is an issue with the overall share price download service to rule something at the source aren't I? Hence my next follow up question in my post to further probe the situation Andrew is in.

Archie, mate you're in no position to be making aspersions on my qualifications. For the record, in no way was I passing the buck back to Andrew, not sure how you could possibly reach that conclusion from my reply.

Appreciate that you've both offered some helpful advice for Andrew to follow up on. Hopefully he comes back to us with a positive outcome.
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Archie

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Rav, I was the 1st to respond to Andrews complaint and had checked prices were downloading correctly before doing so.  Kevin was 2nd to respond.  He had also checked and informed Andrew.

It would be helpful if all users were informed of the availability of personnel qualified in software support so that we can have a better understand the level and type of support we can expect from Reckon.

Does Reckon have a software engineer permanently assigned to the development and maintenance of Personal Plus and Reckon Accounts Home and Business?

Is a software engineer accessible to users to investigate and to report back on the way the program handles transactions, calculations and report generation so that errors can be avoided and work-arounds found for software bugs and limitations?

It is notable that Reckon does not issue software updates throughout the year as bugs are identified and corrected.

All software has bugs, flaws, missing features and limitations.

Perhaps Reckon could consider issuing two or three updates during the year as improvements are made and bugs fixed.

Issuing critical updates when needed would also be helpful.

A regular quarterly newsletter to all users providing tips and tutorials on program features and use would be helpful.

Perhaps Reckon could conduct a meaningful in-depth customer satisfaction survey of all users to identify their needs and concerns.

This would be of great benefit to both Reckon and to users and provide evidence based guidance for product maintenance and development. 

The act of undertaking a meaningful survey would itself be a demonstration Reckon cares about its customers.
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Diver Dave

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I think you've missed the point entirely, Rav.

I have been following this blog for many years, and have yet to see you acknowledge that there are issues with the RPP program.  The wide range of issues reported on this site should make you and your organisation realise that there are significant and growing issues with the software.  It has not been updated to keep pace with the changes to Windows.

You should understand that you have a rather large group of very frustrated users, of various proficiencies, who do not feel that there is any level of customer support from Reckon.

Many of us feel you are just letting RPP die, as you are not committing resources to maintaining the program.  Don't want it changed, just want it to operate with the latest Windows and not crash repeatedly, or in some cases, not even allow users to open the program.

Please tell me I'm wrong.
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Kevin

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Completely agree with Diver Dave. I have been using QUICKEN / RECKON for 20+ years, since QUICKEN became RECKON, development appears to have stopped. Upgrades over the last 5 years look no different. Many suggestions I have put up have not been acknowledged by RECKON or incorporated. There are a lot of disgruntled users out there in Oz.

Cheers,
Kevin
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Diver Dave

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Will you respond, Rav?  Your silence is deafening.
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Jason Hollis, Head of Product

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Hi Dave, as discussed offline I hope to have a response posted by weeks end, if not, early next week. 


Regards,
Jason
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Jason Hollis, Head of Product

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Hi Dave, Kevin, Archie and others. Thank you for your patience whilst I was out of the office. Please see our official position below.

Our customers may not be aware that Reckon Personal (formerly Quicken) was first released in the US in 1983, and is now what we would describe as a 'fully featured, mature product'.

We will continue to support RAP however no new features will be developed. We will of course ensure that new releases are compatible with Windows (Windows 10 has made this a lot easier now), maintain and improve data services, and address any catastrophic bugs if they occur. 


Regards,
Jason 
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Andrew

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Hi Rav, thanks for checking it out.  No prices have updated since it stopped working and the portfolio value in the accounts list doesn't change.
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Diver Dave

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Andrew, have you checked the list of stocks under Select quotes, just to make sure they haven't become un-checked?

Only other thought would be to Validate and Super Validate your RPP file; empty your cache, then try again - you never know.  Good luck, but these random faults are driving users nuts.
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Andrew

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@Diver Dave: Thanks, I had checked that the stocks were still checked.  I also always validate the file in Reckon if there is an issue. However I am searching for 'Super Validate' and 'empty your cache' to see what's required to do that.
(Edited)
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Diver Dave

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Andrew, if they're all checked, then Vaildating probably won't help, but worth a try anyway.  To Super Validate, Validate as usual, then repeat while holding down CTRL-SHIFT-Alt keys.  I'm not aware of a specific RPP cache, meant clear your Browsers cache, again just as a try.

Try adding a new stock and see if that will update.

Beyond that I can't think of anything to try.  Pity Rav doesn't have any suggestions.
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Jason Hollis, Head of Product

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I am gathering more info from our product owners on this issue today and will respond once I know more. 

Regards,
Jason
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Andrew

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Thanks Jason. The time taken for the 'downloading' and 'saving' messages to disappear changed last week from around 30 seconds to about 3 seconds.  The server handshake has sped up, but still no downloads.

Cheers,
Andrew
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Jason Hollis, Head of Product

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Hi Andrew. The issue is that we changed the download provider in the 2017 version onwards due to the reliability of the previous service as you touched on earlier. I suspect the old service is causing this problem - especially since there aren't any reported issues of the current version.

We are looking into your specific case now. 




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Jason Hollis, Head of Product

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Hi again Andrew. It's quite possible you received an older retail version that wasn't removed from sale by the retailer, or indeed it was a current version at the time that simply wasn't activated. The team set up a process for the first issue at https://www.reckon.com/au/upgrade/ however Rav is going to contact you directly. 

We'll get you sorted. 

If other users are in the same boat, please follow the instructions at the above link. 


Regards,
Jason