More tips for logging onto the new Hosted

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  • Problem
  • Updated 5 years ago
  • Acknowledged
  • (Edited)
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Hi Everyone,

Reports of Customer Experience with logging onto Hosted has vastly improved today, but you may still experience some delays in getting logged on.  

How much delay depends upon your internet connection speed and browser.  Results are better with Chrome & Safari, than Firefox then Internet Explorer.  

First time connection for the new Hosted will take longer as a new client is being downloaded in the background.


Here's what to expect.
  • Logging onto the Hosted Dashboard is not experiencing any problems.
  • Launch Accounts 2014
  • You'll get a White Screen for a while
  • Then you'll get a Black Screen for a while (can be up to 5 minutes)
  • Then you'll get the connecting message 
  • Accounts 2014 will launch.

The times between each step will vary and you run the risk of 'timing out', or you may get a failure to connect message.  If that happens then do the following:
  • Close the screen and return to the Hosted Dashboard
  • Click on Control Panel
  • Click on Log Off Remote Sessions
  • Click on Log Off User
  • Return to the Dashboard and launch Accounts 2014 again.  

Regards,
Reckon
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Reckon FAQs, Employee

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Posted 5 years ago

  • 2
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Jason Caruana

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Hey tried this many times now , now working ,  is it true that you have lost customers data including backups ? 
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Jason Caruana

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sorry not now working , not working  , had some one else try with me login in details , but does not work on there end as well 
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Aaron Griffiths

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Vastly improved - but when benchmarked against anything else, still useless.

Poor old PR department will be working around the clock coming up with these phrases!
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Gary Price

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Ok, my experience is good so far today.  Logged in around 6.30am...no issues.  But...that was also the case yesterday then it all went to crap in the afternoon until about 8pm.  I will reserve judgement until I have at least 3 days of uninterupted accounts.
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Seriously WTF

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Awesome, now we can login.
So can Reckon move on to functionality and usability.
There should be many sections in your analysis reports that were compiled from your multiple testing sessions before you went live with this well planned upgrade.
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Incompetent_Reckon

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  • Accounts 2014 will launch.
No it wont!
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Steve

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LOGGING IN IS NOT A PROBLEM THE PROBLEM IS STAYING LOGGED IN
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MR JJ

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cant login hear
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David HD

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I logged on at around 8 am. I have been trying to log on again from 10.30 - nothing but a white screen! I have followed all instructions on the Tips for logging onto Hosted today - and useless. 
The board had better notify the ASX that their product is a dud and stop trading. this is a disaster. Whoops now a black screen for 1 minute and counting - still nothing. 
(Edited)
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David HD

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https://hosted.reckon.com.au/webconnect/RA.2014.AU.R3.Production.02/accessnow/start.html
produces a white screen  and then a black screen and nothing
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David HD

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at precisely 11.01 I have access magically appear on my screen. Now how do i keep this window open forever and not have to log off?????
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tony nicol

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my company name has changed so how do I change the file name of my company in reckon?.
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Nathan Elcoate, Accredited Partner

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Hi Tony, This can be changed from the Company drop down menu, then Company Information.
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Liz Hogg

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Is this going to be the norm. I need to know as cannot use a system this dysfunctional. Please advise URGENTLY and will request a refund of my membership and look elsewhere for a system that WORKS
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Nathan Elcoate, Accredited Partner

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Not sure who you are referring to there Mr JJ but that's a pretty major accusation to make on a public forum.
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Nathan Elcoate, Accredited Partner

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I have been able to log on all day, my own file has been open since 5am. I have now got around 8 of my clients open, usernames reset, data paths reset and am working on more one by one. I have been able to login to at least 10 other data files today and take local backups. It is slow to login, but if you use Firefox it seems you will have best chance.
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Malcolm Renneboogh

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This new system is a total heap of rubbish, if I could easily convert to another company I would but now I am stuck with this hosted crap unless I want to pay another 600 bucks a year to use desktop which then means I can not send my file to my accountant easily or use remote from home.  I rely in this working as I have customers needing invoices during the day.  I can not log on to do my payroll today either, Reckon should be ashamed of this stuff up, if the old system was not bad enough this is just a joke.  Add to this, try editing fields or prices, need to retype complete description fields.

Have had more down time than up time, I am over it
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Nathan Elcoate, Accredited Partner

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@Malcolm, you don't need to pay any more money. Reckon can provide you with an installation code for the Desktop Enterprise program, download your data file and open it locally until the online system speeds up and stabilizes.

The Cloud has many benefits though as you say.
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Annette Benson

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OK   I finally got in.  Keyed one invoice, "paid" one invoice and now I have the black screen again

Does that mean I'm locked or logged out or what


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Ri Butler

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thats all I'm getting. One trisection at at time then - "there is a problem" and shut down again. Using safari - anyone else with this?
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Nathan Elcoate, Accredited Partner

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Hi Ri, Try and rebuild your datafile under File - Utilities - Rebuild Data as that sounds like some data issue causing the close downs.
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Nathan Elcoate, Accredited Partner

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@Annette, did the system shut down on you? If you still have the login screen open in another tab, just hit Launch Accounts 2014 R3 again and it should open right up again.
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Seriously WTF

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Or leave it local, open up server access yourself and not have to rely on Reckon's pathetic bandwidth and infrastructure capabilities.
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Malcolm Renneboogh

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Decided to simply purchase desktop and scrap online, I can not run my business like this and need reliable system which will not log me out every 10 seconds.  I have lost a significant amount of business over the last few months as it is from instability, this new system was meant to be the bees knees, is the bees backside as far as I can tell.

Is not just stability but so many things have changed in general day to day use add to his you lose half a screen by using your browser as well
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Nathan Elcoate, Accredited Partner

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@Malcolm, you must have a lot of toolbars then!!

Did you know you can put your browser in full screen mode and have full screen Reckon again?
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Malcolm Renneboogh

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No, We have the standard address bar and then the shortcut bar and tabs bar

This is installed to make our lives easy and make my workplace more efficient.  Has it done this, certainly not.

When we do our morning freight we have 2 freight companies in browsers and then now Reckon, this is the issue, the guys are accidently closing browsers instead of tabs, can not edit fields on invoices properly as well as this clunky pringing rubbish as well. 

Either way this version is a heap, will be glad in a couple of hours once I have completed desktop set up and see the back of this unreliable heap
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Seriously WTF

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New reports suggest "Reports of Customer Experience with logging onto Hosted has vastly improved today" are false.
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Malcolm Renneboogh

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They are definitely false, as is this whole hosted rubbish.  Faster, year I bet, I guess given that only 3 people in all of Australia can even log in it is faster for those 3.

Just finished installing Desktop Enterprise, will NOT be going back to Hosted, can put the last 2 years of time outs, blank screens, unable to log on screens etc behind me. 

Reckon needs to hang their heads low, the impact on my business has been huge with the instability of the Citrix version and now this web version.

And what really gripes me is now I am using my own hardware to run the software but it costs me an additional $500 per year.
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Nathan Elcoate, Accredited Partner

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Malcolm you shouldn't have to spend any money, Reckon provide Enterprise licence keys for troubled Hosted clients.... I would contact them about that.
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Malcolm Renneboogh

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Hosted has been trouble since I got it though, in order to get Enterprise and keep the desktop version I was told I have to pay the $$.  Last year I tried a trial of MYOB running alongside Hosted, it was responsive, fast and reliable BUT did not have some of the features I have come to get used to with Reckon. 

I have no issues with the actual software, I love it, just think is is poor that Reckon can not get their acts in to gear when it comes to this hosted package.  Now I will be stuck here at my shop to do my bookwork instead of being able to take it home in the evenings, hey is how I used to work so will have to get used to this again.
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Nathan Elcoate, Accredited Partner

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Have you considered Private Cloud hosting? We have a provider who can host your QuickBooks and your data, and provide it in the Cloud, but on your own private infrastructure... Or maybe install Teamviewer or something like that, so you can at least access your computer from home or your tablet.
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Nathan Elcoate, Accredited Partner

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And I hear you!
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Krischan

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I trust others are experiencing this issue too: logging in and processign a couple of invoices works. Then when you come back after a while of doing something else, it has logged you out. Then you spend ages trying to log baxck in, need to go to control panel ensure your user is logged off, log out of control panel and log back in from fresh - THIS IS NOT PRACTIBLE FOR ANYONE AS FAR AS I CAN TELL FROM RESPONSES HERE! Any one know how to stay logged in? Either IE11 or Safari. If some setting changes in either are necesary to stay logged in, can someone please let us know what settings require changing to stay logged in? 
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Andrew Hellier, Employee

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Hi Caren,

Are you still having issues logging in or access Reckon Hosted other than the security time out?
Cheers, Andrew
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Caren Grove

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I have just successfully logged in through Chrome and all data keys were functional, hopefully there has been a permanent fix
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Caren Grove

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Hi Andrew

Logging in was fine, slow but only had to do it once

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Andrew Hellier, Employee

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Thanks Caren,

Please let me know if you experience any more difficulties.

Cheers,
Andrew
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Tanya Swanspn

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Today is worse than yesterday, I haven't been able to log in at all, at least yesterday i had a few hours of productivity.  I can get through to the - Active on 'reckon accounts hosted for Australia' screen then it just sits and does nothing.  So i am worse off today!!
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Craig bancroft

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I have been on hold for 45mins now - Is this standard?

First time logging on to new service - I am getting User Name or password unknown  - I have not used the QBI in front of user name
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Craig bancroft

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On hold for 1 hour now
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Craig bancroft

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On hold 1hr10min very frustrating - I can't afford to have my phone jammed up for this length of time
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Neil Urquhart

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Some permanent fields in the Invoices are not printing
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Kim Chapman, Accredited Partner

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The browser of the day seems to be Chrome. I have not tried firefox, it may work also.

It may not login the first time, if it doesn't. Close the screen, settings>logout, close Browser, then start again. Please be patient, we have been told it can take up to 5 minutes to loggin. I have seen it take a while.

If you are getting a password error, try you old number less without the qbi ie. 123456-1 and your original password.

Hope this helps.

Kind Regards
Kim Chapman

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