US Share Price Issue - Reckon Personal Range

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  • Problem
  • Updated 9 months ago
  • Solved
  • (Edited)
Hi everyone,

We are aware of a technical issue impacting the ability to download US Share price information from the Reckon Personal product range.

This issue occurred earlier this month and US share price information from May 31, 2017 is currently unavailable while we work through this problem.

Preliminary investigation has been conducted, the cause has been identified as technical and we are currently in the process of organizing the development of a solution.

Our sincere apologies for the frustration and inconvenience caused. I will update this thread with further information on progress as soon as possible.


CLICK HERE FOR LATEST UPDATE
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Rav, Community Manager

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Posted 1 year ago

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David

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Rav, with regard to importing prices can you advise if there's a method by which the high, low and close prices and volume data can be brought in via the Price Import utility?

In the past this could be done but it appears that much of this functionality has been removed such that only the date and closing price can be imported.

David
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David

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Any likelihood of getting an answer anytime soon?
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Roni

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Hi Quicken, please provide an estimated time to resolve this issue?

It's kind of annoying and it's not the first this has happened.
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Harvey

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As Quicken has been  really ignorant to the customer requirement, and this service has been disruptive for 3 weeks, we should approach Fair Tradiing to pursue class action against Quiken, having Quick to pay compensation to all affected. Our patience is abused and disregarded.
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David H

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When updating share prices, PP2017 seems to be trying to access two URLs that both return a 404 Not Found:

http://qw.quicken.com/desktop/qw2014/quotes/?version=2017&sku=premier&os=win&country=ca&...
http://qw.quicken.com/desktop/qw2014/histquotes/?version=2017&sku=premier&os=win&country...

PP2016 accessed the same URLs, but with version=2016 and build=24001.

A little experimentation reveals by substituting other values for qw2014 that these are the only URLs in the series from qw2010 to qw2017 that return a 404. For example,

http://qw.quicken.com/desktop/qw2017/quotes/?version=2017&sku=premier&os=win&country=ca&...
and
http://qw.quicken.com/desktop/qw2017/histquotes/?version=2017&sku=premier&os=win&country...

both return data.

This probably isn't the whole story, because neither of these URLs actually return share price data. I expect that there would normally be further interactions that aren't done because of the 404 errors on the first two URLs. I haven't traced a working share price update, so I can't be sure.

Rav, is this the "technical" reason for the problem?

If it is, how was something like this a surprise to Reckon?

regards - David
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Rav, Community Manager

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I'm not sure on this to be honest David H, but will pass your observations to the Product Manager looking after it.

Cheers
Rav
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David

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I doubt that this came as a surprise to Reckon. I imagine it was decided not to allocate resources due to higher priorities. Just confirms my view that customers of legacy products like PP will never get the support they pay for.
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Rav, Community Manager

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Hi everyone,

Unfortunately, I don't have an ETA on resolution to this issue as yet. Our development team are currently working on putting the finishing touches on the imminent tax time update for the business range of products prior to release in the next couple of days. Fully appreciate this has taken a little longer than anticipated which has further delayed the issue affecting US Share prices. The team are definitely aware of the urgent nature of this issue and remedial work will occur as soon as the aforementioned EOFY update is out the door. 

I sincerely apologise for the frustration caused and thank you all for your patience.

Rav
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Terry

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Hi Rav

Can I make sure that the other problem which appears to be connected with the US Share Price Issue is also being looked at? 

This is where the Australian prices do not show as having been updated after clicking the update button until an earlier date is selected and then going back to today's date.  The prices then show up as updated.

This problem was definitely associated with the US Share Price Issue last year and was fixed by the issue of a new dll.

I hope your developers are aware that this same problem has reappeared again this year as I did post this some time ago.

Thank you.

(Edited)
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Rav, Community Manager

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Hi Terry,

Can I ask you to test something out for me the next time you update your ASX shares. Click the One Step Update button, once the update is complete can you head into an individual security and check the price history.

Did it update? ie. do not go through the process of going to an earlier date and back again. Does it show the share price from the latest date of available data?

Let me know

Cheers
Rav
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Terry

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Hi Rav

I will try this tonight with the ASX share price update and post the result straight afterwards.

Thank you

Terry

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Terry

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Hi Rav


I did as you asked.  I clicked the One Step Update button and once the update was complete, none of the prices or volumes for my ASX shares had updated on the screen.  I then did as you said and checked the price history of an individual security.  Lo and behold - this had updated with the price and the volume for today!!   I did this for a few other securities and they had all updated.

I suspect you knew that was going to happen.  :) 

I still had to go back to a previous date and then back to today's date before the screen with all my securities would show the updates.

Hopefully this will bring us nearer to a resolution of this problem.

Thanks for your attention to this and the US price updating issue.

Terry

(Edited)
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Rav, Community Manager

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Hi folks,

There has been active work on this both yesterday and today and I'm pleased to advise the team have made good progress.

We're currently testing a potential solution internally and will have more news on this next week.

I appreciate that you've all been waiting for this for a while now and I apologise again for the frustration and delay. Now that the majority of tax time updates are out the door our priority is to get this sorted ASAP.

I'll have more info to follow early next week or earlier if possible.

Thanks
Rav
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Rav, Community Manager

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Hi everyone,

Our teams have completed internal testing and I'm pleased to advise the fix developed to remedy this issue has been successful.

In order to apply the fix, the team have needed to develop a new DLL file which will need to installed in your Reckon Personal installation folder.

For full instructions on this please see the respective KB article for your version below -

US Share Prices are not updating in Reckon Accounts Personal Range 2017

US Share Prices are not updating in Reckon Accounts Personal Range 2016


I'd be keen on getting your confirmation on this so when you get a chance, can you please go ahead with the instructions outlined the KB's above and let me know your results?

Cheers
Rav
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Terry

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Excellent!  The new dll fixes the problem with the ASX prices not showing unless you changed to an earlier date and then back again.   Tonight all the ASX prices displayed as soon as the update button was pressed.

Thanks Rav but as this has happened now for a couple of years in a row, is it possible that a proactive solution might be found next year!?  Would be really good.

Thanks again for all your patience and understanding putting up with all of our frustrations!

Cheers
Terry

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John-T

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Hi Rav,

Great news!!!!  We've finally got a workable solution.

Only took x weeks, but at least we've got it now.

It would be fantastic if Reckon could be proactive in the future and come up with a "fix" for this problem before it appears again.  We really don't need it three years in a row.

Hopefully all users will be informed of the availability of the new qwutil.dll, so that it's not only the ones who follow the Community posts who are aware of it.

John

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Diver Dave

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Rav, I have just stumbled across this "fix", and have to express further frustration that this was not widely communicated.

Even though I had logged this as an issue, I did not receive an email notification that it had been resolved.

How many other frustrated users do you have out there who are unaware that this was resolved 2 weeks ago?
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John-T

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Hi Rav,

Great news!!!!  We've finally got a workable solution.

Only took x weeks, but at least we've got it now.

It would be fantastic if Reckon could be proactive in the future and come up with a "fix" for this problem before it appears again.  We really don't need it three years in a row.

Hopefully all users will be informed of the availability of the new qwutil.dll, so that it's not only the ones who follow the Community posts who are aware of it.

John

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David H

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Rav,

From Reckon KB ID 5567 (US Share Prices are not updating in Reckon Accounts Personal Range 2017):

> On 2017 for reasons beyond Reckon’s control, our source for US Share Prices could no longer supply the information to us.
> We have now sourced a new supplier for this data.

Doesn't seem to be a new supplier. Still looks like quicken.com :-)

It seems that my 19 June post was correct. These are the URLs that Reckon PP2017 was using before the qwutil.dll update:
http://qw.quicken.com/desktop/qw2014/quotes/?version=2017&sku=premier&os=win&country=ca&...
http://qw.quicken.com/desktop/qw2014/histquotes/?version=2017&sku=premier&os=win&country...

These are the URLs that it is using with the new qwutil.dll:
http://qw.quicken.com/desktop/qw2017/quotes/?version=2017&sku=premier&os=win&country=ca&...
http://qw.quicken.com/desktop/qw2017/histquotes/?version=2017&sku=premier&os=win&country...

Looks like only one difference: qw2014 changed to qw2017, same as I included in that post as working URLs. The parameters supplied in those two POSTs hasn't changed, either.

What is the plan for next year, should Quicken retire the URL now used?

David
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Rav, Community Manager

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Hi David H,

While I can't rule out unexpected issues occurring in future as there are never any guarantees with the nature of technology which I'm sure you can appreciate, I know that the team have been proactive on this to ensure this problem will not occur in the foreseeable future.

Cheers
Rav
(Edited)
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david klumpp

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Hello Rav: can I please have your help with an issue (my US stock prices are ok; they download well), but the currency list for US$ shows an incorrect rate to AUD of ).75409, same rate in historical list going back to June 20th. How do I fix this? I have looked through the forum and can't find a solution. Regards
David
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david klumpp

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PS- I should add this problem ONLY applies to my US$ historical and current data; other currencies show the correct current up to date rate and these change with date going back to 20 June. My US$ rate now shows 0.75409 going back to June 20!
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robin.adair

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Hi Rav,

My USD Share prices are once again updating following the fix you advised.  Although I'm now okay, I share John T's comment about the need for Reckon to issue and email to all User's to inform them of the new qwutil.dll file.

Cheers

Robin 
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Decibel

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I have downloaded and applied the dll update for Personal Plus 2017, but when I attempt to update the share process, all I get is a spinning one step update icon, same as before applying the dll fix, with no update of share prices. I have tried with my firewall off as well as on and have tried running the program as administrator. The result is the same in all cases. Share prices do not update and one step icon just keeps spinning. Currency rates still update as normal.

Issue still persists if I only want Dow Jones to update as the only "stock" selected.

Update: Share prices are now updating. The only change I have made was to add the ASX 200 index to my watch list. Whether this addition triggered teh update to start working or just happenstance, I do no know. I am just glad it is all now working again.
(Edited)
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Rav, Community Manager

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Thanks for confirming Decibel. Let us know if you run into any further trouble.

Cheers
Rav
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Terry

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Hi Rav

Thanks again for the fix.  There is one thing that has puzzled me, however.  My problem was not downloading US Share Prices (I don't have any US shares), my problem was that after doing a download of my ASX Share Prices I needed to go from today's date to a previous date and then back to today's date for the prices to show on the screen.

What puzzles me is what has this problem got to do with US Share Prices??  It was exactly the same last year and the year before.  The fix for the US Share Prices fixed my ASX prices not showing.

Cheers
Terry

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David

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Whilst US share prices are now being updated there appears to be a problem with the currency rate update.  Historical rates only show up to the 3rd of June.  I've checked the rates by comparing the portfolio value in USD to the portfolio value in AUD in the net worth report and it seems the same rate is being used irrespective of the date. This rate is the rate you see in the currency list for the USD by highlighting  USD and click "edit". i.e. rate for 12/7/17 which is 0.76315.

Please advise.
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robin.adair

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Hi David,

I am not totally sure of the problem that you are encountering, but if I give you my experience with the reporting of foreign currencies in Reckon, then perhaps we may get some assistance from the Software people.

I have noticed that Reckon uses the most recently uploaded FX rate to translate foreign currencies into AUD's regardless of whether it is a historical/cost figure being translated or a current market value.  I raised this with the help desk a couple of years ago, but got no response.  The help desk people didn't even understand the issue.  I have had to work around this problem by recording manually the historical/cost rate in a spreadsheet for compiling my accounting and tax returns.

You should also notice that if you receive income in a foreign currency the P&L statement will only translate this at FX rate the date the report is run, not the actual/historical rate that the funds are received.  Again I raised this with the Reckon help desk - but am still waiting for a reply 3 years later.  I therefore ignore the Reckon FX income figure and have to rely on my brokers figures when compiling my accounting and tax figures.

Let's not even start to dream that they could calculate a Foreign Exchange Translation Reserve figure!

Not much help - only sympathy if you actual do need these figures in a hurry.  Let's hope somebody at Reckon reads this and is willing to help.  It takes me a lot of time at the end of the year to reverse out the Reckon FX figures from my accounts and replace them with the correct figures.

Cheers

Robin 
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David

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Thanks Robin.  I hadn't realised that the fx rate at a point in time isn't flowing into reports. Fortunately at tax time I look up the effective exchange rate on 30 June so the constant currency rate effect doesn't skew the results.  Buys and sells record the rate at the time of transaction via the fx download but that may become a problem if the downloads aren't restored.

As for getting Reckon to amend the statement report to reflect daily fx rates there's zero chance of that happening.  We're on a Legacy product with the bare minimum of product development.
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Diver Dave

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Not sure I fully understand your issue, David, but I believe you can manually alter the A$ value of any transaction.

Personally I use an Australian record for each US stock held - i.e. I hold 3M in US stock, but record it as "3M - $A" in my Australian account, then enter each dividend and transaction in A$s.

Does that help?
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Megan Rule

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This situation with Reckon not advising customers of this fix via email is very poor customer service. I only just found this info to fix the problem after over two months of US shares not updating.

Also - we bought some shares (Valeo SA) in Euros but there does not appear to be an option to link to Euro currency or the French stock exchange - is that right? pls advise Rav. 
(Edited)
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robin.adair

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Hi Megan,

I agree with your comment and also raised with Reckon the fact that they should have emailed all users of the fix.

With regard to your Euro shares, My experience has been that Reckon only updates the US stock exchanges albeit that it does update other (non-USD) currencies but not the actual stock price.

Cheers

Robin
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Diver Dave

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Also agree, Robin, Reckon's Customer Service is an oxymoron!

Re non US share, you can create a new Investment Account to hold Euro shares, or any other currency -  one account per currency.  As mentioned above, I then run an A$ equivalent, in my A$ Investment Account, and update the prices in both the foreign currency and A$'s once a week.  Bit tedious, but there's no other way, I'm afraid.

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