Since the upgrade yesterday I can no longer log in to Reckon Accounts through Google Chrome browser .
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362 Points
Posted 2 years ago
Rav, Community Manager
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91,826 Points
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362 Points
It seems to be that I can log in if I press enter, once in my tool bars aren't working & my mouse is only working with the program every so often. I don't have a full screen so I can't even exit using x because I can't see it. The whole program is failing to the point I can't exit quickbooks, the file drop down is not working. Help I need to run a payroll.
Rav, Community Manager
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91,662 Points
Are you able to navigate/access the Hosted control panel at all? If so, can you please try ending all active remote sessions under the 'Log off Remote Sessions' area.
Once that is done, logout (use the logout option in the corner) and close your browser window.
Wait approximately 5-6 minutes and try again, does the same problem persist?
Once that is done, logout (use the logout option in the corner) and close your browser window.
Wait approximately 5-6 minutes and try again, does the same problem persist?
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362 Points
What is the hosted control panel?
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362 Points
I found the control, I've done that.
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2,872 Points
I had similar problems yesterday, at first I thought it was my mouse as it was unresponsive and laggy, so I replace the battery! Worked okay for a little while then everything became laggy and unresponsive for periods of time for most of the afternoon, could it possibly be that Chrome was doing updates also? So far today I haven't had any issues.
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362 Points
It's still the same basically non responsive. The top of the screen is now bright blue & very sow to load to even open the program. I'm running out of time here.
Rav, Community Manager
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91,662 Points
Hi Debra,
Can you please give us a buzz on 1300 799 150 as soon as you get a chance. There aren't any login issues occurring at the moment so we'll need to take a closer look into what is causing the issue for you.
Can you please give us a buzz on 1300 799 150 as soon as you get a chance. There aren't any login issues occurring at the moment so we'll need to take a closer look into what is causing the issue for you.
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362 Points
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362 Points
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362 Points
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2,872 Points
Okay, I've started experiencing problems again. Keeps going to black screen, have to go back and login again and again. Debra try holding for about 5 mins, I think Reckons standard message states it is 30 mins wait but I have never had to wait that long.
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362 Points
I can't use Reckon at all there is no response from the mouse & this started yesterday after Reckon put their upgrade through. The service is appalling. We pay good annual fees for this & I've been using QB's for 20years, I've probably had assistance twice in all those years & when you need it this is what you get, nothing.
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362 Points
On hold again, Reckon wants us to use the online help so we don't call in then we are requested to make a phone call to the help centre & more waiting & wasted time. Reckon's phone service is appalling. There should be another phone number given to customers who have already tried the online help.
Rav, Community Manager
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91,762 Points
Debra,
I'm sorry to hear we've kept you waiting, the team are working through their calls as quickly and thoroughly as possible. I'd discourage you from hanging up and calling again as all it does is put you to the back of the queue. Based on the nature of your issue you do need speak to a technician as this platform is limited however I have a few more suggestions from them for you.
1. Try a different browser. You've mentioned above that you don't want to open it in IE while you have it running in Chrome. Logout as best as you can and close Chrome. Login to Internet Explorer but before launching, go into the Hosted control panel and end any active sessions.
2. Check if there are any browser updates in Chrome (Settings > About)
3. Clear your browser cache. If there are any rendering, graphical or loading issues which is causing your browser to fail displaying the page properly this will help in clearing that.
4. Provide your User ID so check if there are any active sessions running already.
I'm sorry to hear we've kept you waiting, the team are working through their calls as quickly and thoroughly as possible. I'd discourage you from hanging up and calling again as all it does is put you to the back of the queue. Based on the nature of your issue you do need speak to a technician as this platform is limited however I have a few more suggestions from them for you.
1. Try a different browser. You've mentioned above that you don't want to open it in IE while you have it running in Chrome. Logout as best as you can and close Chrome. Login to Internet Explorer but before launching, go into the Hosted control panel and end any active sessions.
2. Check if there are any browser updates in Chrome (Settings > About)
3. Clear your browser cache. If there are any rendering, graphical or loading issues which is causing your browser to fail displaying the page properly this will help in clearing that.
4. Provide your User ID so check if there are any active sessions running already.
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362 Points
Another 35 minutes, finally answered.
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110 Points
I too was on hold for 37 minutes before being answered today. Not good. And still don't have a way to resolve my issue.
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290 Points
We have a user experiencing the problem this morning.
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290 Points
We have tried all the recommended including trying from a different laptop in 2 different browsers and one user can not still access Reckon Hosted.
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362 Points
After using the online community, 1hr10 mins on hold to help centre & a almost a further 1 hour of tech fixing the problem then I logged in for the 2nd time & the program is once again not working with the exact same problems. A total waste of 3hrs this morning. What next, I don't have another 3hrs to give up waiting on the phone & having a tech attempt to have the program working correctly in Google Chrome. This is ridiculous. The call centre doesn't even give you a reference no. so you can call back & have what is now the same problem attended to in a more efficient manner.
Rav, Community Manager
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91,662 Points
Debra,
As I've asked previously, have you tested whether or not you can access Hosted successfully via a different browser? If yes, does it launch successfully or do you encounter the same problem?
For your Chrome, I'd suggest resetting the browser as it should help. Go into your Chrome settings > Advanced > Reset
An earlier comment of yours mentioned internet issues, has this been resolved? Is your connection stable and speed sufficient to operate Hosted? This is crucial to proper performance and ability to launch the service.
As I've asked previously, have you tested whether or not you can access Hosted successfully via a different browser? If yes, does it launch successfully or do you encounter the same problem?
For your Chrome, I'd suggest resetting the browser as it should help. Go into your Chrome settings > Advanced > Reset
An earlier comment of yours mentioned internet issues, has this been resolved? Is your connection stable and speed sufficient to operate Hosted? This is crucial to proper performance and ability to launch the service.
(Edited)
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362 Points
Debra