Unable to access Accounts Hosted.

  • 2
  • Problem
  • Updated 2 years ago
  • Acknowledged
I can log into Reckon but when I click on Accounts Hosted I get a black page asking me to login again and it wont let me go past it.  I have tried a couple of different browsers and no luck
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Nigel

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Posted 2 years ago

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John Graetz

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Hi Nigel.  This little "trick" tends to work a lot of the times, so hope it works for you too:
1.  Log in to Reckon Accounts Hosted in the normal way
2.  Then, instead of clicking on "Launch Accounts 2016 R2" click on "Control Panel" instead.
3.  Then under "System Maintenance" near bottom left, click on "Log off Remote Sessions"
4.  You are then likely to see a User logged on under "User Sessions"..  Click on "Log off user"
5.  Then click on "logout" (top right hand corner) and close down your browser.
6.  Re-open your browser and try logging in again and hopefully it will work this time.
John L G
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Annette Tainsh

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HI John, I am having the same problem. Have already tried what you suggested, and I had no sessions already running. It's like the link to the usual logon is failing.
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Nigel

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did all that john and still cant get logged on.  I have tried calling the supporrt number only to be told there is a 30-60 minute wait - I dont have the time to hang on that long.  Please help asap as this is juist getting really annoying
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John Graetz

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Nigel.  From the comments from Rav, there was a definite problem yesterday and you could be one of those still needing to be fixed up.  I am fast running out of ideas, but have a couple more ideas, which I note may have helped others:
1.  Try using Opera, which is very similar to Chrome - I have used it in the past and it worked.  May still not fix your problem
2.  If you have the availability, try logging on using another computer, as stupid as this might sound.  I note that this did work for somebody else.  This is definitely worth a try and hopefully might work until such time as you can get a proper fix on your main computer.
John L G
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Nigel

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appreciate the help John.  All tried and no help :-(
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John Graetz

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Nigel.  There was one thing that I missed in my earlier post.  Not sure if this is going to help though if you have tried other options and failed.  In No. 5 above, before shutting down your browser, it should have also said to close the browser tab that you were working.  Then when you re-open your browser, open a completely new tab to login to Reckon Hosted.  It will probably be a miracle if this fixes it.  I have run out of ideas - sorry.
John L G
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Rav, Community Manager

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Hi folks,

Can you please let me know if you're continuing to experience the problem this morning (after attempting John's steps above)

Thanks
Rav
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Steven Ponsonby

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Hi Rav,

Tried this, still unable to access Reckon. Please advise how to resolve as have been unable to access all morning.

Thanks
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Rav, Community Manager

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Hi Steven,

Sincere apologies for the inconvenience this has caused all day for you.

If you can please give us a call on 1300 799 150 we'll be able to get this sorted and get your access restored for you.

Thanks
Rav
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Steven Ponsonby

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Hi Rav, Thanks, help desk fixed it.
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Mad Mums Club

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Hi, also getting a black screen and cannot log in. Have tried John's steps and still not working.
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Rav, Community Manager

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Thanks for letting me know MMC, I'm making some inquiries around this internally at the moment as it doesn't look to be widespread but in the meantime can you please get in touch with us at 1300 799 150 ASAP so we can take a look at this for you

Cheers
Rav
(Edited)
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Mad Mums Club

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Thanks Rav. I am based in New Zealand. Is that an American number?
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Rav, Community Manager

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My apologies!

That's the AU Accounts Hosted support number.

This one should look a bit more appropriate :) We're at 0800 933 666 for NZ Hosted users.
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Mad Mums Club

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Great, thanks, Ill try it out. 
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Mad Mums Club

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Ok finally up and running. I rang the support line and we tried a few tricks but the one that worked was changing the login password which they did.
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Rav, Community Manager

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Hi guys,

Just a quick update, we're looking into this issue impacting a small number of users at the moment. If you do continue to experience black screen issues after logging off any active sessions via Hosted control panel, please get in touch with us ASAP.

Sincere apologies for the inconvenience and frustration caused.
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Bec Needham

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Hi, is there still a problem? I have tried all the steps and still getting the black screen :) 
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Cassy

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I am also encountering the same problem. 
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Rav, Community Manager

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I'm really sorry about this guys,

We do have an interim method to fix this but we'll need you to get in touch with us ASAP so we can gather your cases and get it sorted for you.

Give us a buzz as soon as you can;

AU: 1300 799 150
NZ: 0800 933 666
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Annette Tainsh

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I have logged in to my computer at work and got in fine today, however I have come back home and can't log in from my home laptop. It's outside of business hours, so I guess I will have to call tomorrow? I tried logging in using Explorer, Edge and Google from the same computer and got the black screen, however logged in successfully using a different computer only a few minutes later.
(Edited)
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Nigel

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Rav I am still having problems after almost a week and despite logging off remote sessions (none were listed) I am still getting the black login screen which does NOTHING after I enter my password except tell me it wopnt let me login.  I have called the support number but when I am told its could be up to a 60 minute wait I have to give up - I am a very busy doctor and dont have the time (let alone the inclination) to hang on for a long time
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Annette Tainsh

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HI Nigel, I rang and got thru to a technical support officer around lunch time today, however all he did was log the call, give me a reference number, tell me it was an acknowledged issue, it was being escalated and I should expect a call 'soon'. I'm still waiting. And I still can't log in... from any computer, it seems!
(Edited)
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Annette Tainsh

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I've highlighted text on the screen to see if this assists. The screen appears to be black on first appearance, however if you drag your cursor over the screen, you get this.
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Rav, Community Manager

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Hi folks,

I'm really sorry that some of you are continuing to experience this problem. The team are still looking into this and had looked to be resolved yesterday, but evidently it seems that symptoms have recurred for a number of users.

We need to gather as many examples of all those affected so that any patterns can be determined.

Annette - if you still haven't received a callback as yet please let me know.

Nigel - if you can send me your contact details and Customer ID to community@reckon.com I'll try and organise a team member to get in touch with you.

Thanks
Rav
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Annette Tainsh

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Hi Rav, I still haven't received a callback as yet, and am still experiencing the issue. I will forward my details to you also.
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Annette Tainsh

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I still haven't received a call back or response via email. Still can't login. Still getting the black screen. Getting very disappointed in the lack of assistance.
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John Graetz

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Annette, I certainly share your sentiments and the lack of courtesy being shown to you by not apparently even having somebody having the respect to even give you an update,  At this stage the use of the word "disappointed" is pretty tame and I would think it would now be bordering on a disgrace. So sorry that you are having to still endure this.  John L G
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Cassy

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Hi Annette, I was experiencing the same problem however once I changed my Accounts Hosted password this resolved the issue for me. 

Hope it get's sorted for you asap. 
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Annette Tainsh

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Thanks John... yes, getting very frustrated with this! If I don't see resolution before the weekend, I'm going to be taking things up a notch!! And thanks for the suggestion Cassy, but resetting my password was the first thing I tried after using a different browser and using a different computer.... It doesn't appear to have helped :( Oh and there were no active sessions to close down either...
(Edited)
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Rav, Community Manager

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I'm really sorry about this Annette, I'm following up on this with our support team and we'll get back to you ASAP
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Michelle Lee Nusse

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Having the exact same problem.  Tried all of the suggested solutions.  The wait time on the Reckon line is really long.  Not sure if you would call this "affecting a small number". Our administrator logged in as me on her laptop and it worked fine but that doesnt help me much on my computer.  
(Edited)
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Annette Tainsh

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Thanks Rav, I have found that the two laptops that I regularly use are both unable to log in, however I have tried another two different ones that I don't usually use for Reckon and can log in fine! The version of the chrome browser is the same. This is so frustrating and confusing!
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Annette Plane

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Ok, so an update from me - While the black screen is still coming up when I try to log on from my regular laptop, it is now progressing through this screen once I put in my password and is logging me into the Reckon Hosted environment. I have not changed a thing. The black screen does not appear when I log in from a separated computer. I have progress, but without knowing why this has changed, I am not confident the issue will not reappear. Still have not had a phone call or an email from Tech Support... And I have no idea why my username has now changed in Community!!
(Edited)
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Nigel

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Finally got my access sorted after Reckon support called me.  Thanks people and I hope others get it sorted