When I send invoices my customers are getting blank emails with no invoices attached
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160 Points
Posted 2 years ago
Kevin Russell, Accredited Partner
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53,016 Points
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262 Points
I'm having a problem that all my customers are saying that the PDF invoice has been blocked. It has only just starting happening yesterday.
(Edited)
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160 Points
Same thing with us... I cant work out how to fix it for the life of me!!!!!
Rav, Community Manager
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91,876 Points
Hi guys,
Could you both send me a copy a dummy email to community@reckon.com as an example? Hopefully I can use it to ask our Support team for some insight
Cheers
Rav
Could you both send me a copy a dummy email to community@reckon.com as an example? Hopefully I can use it to ask our Support team for some insight
Cheers
Rav
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160 Points
Thank you iv just emailed you a copy of an invoice please let me know if your able to open it or not
Regards
Shaun Wright
Regards
Shaun Wright
Rav, Community Manager
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91,876 Points
Cheers for that Shaun,
Received it but yes my Outlook has a message stating its blocked access to the attachment.
Quick question, are you using the new Reckon Accounts Hosted 2017 R2 that was released yesterday? OR still with Hosted 2016 R2?
Cheers
Rav
Received it but yes my Outlook has a message stating its blocked access to the attachment.
Quick question, are you using the new Reckon Accounts Hosted 2017 R2 that was released yesterday? OR still with Hosted 2016 R2?
Cheers
Rav
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160 Points
I'm still using reckon hosted 2016 R2 I haven't backed up the old file yet then I was going to up grade do you think this could be the issue???
Rav, Community Manager
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91,876 Points
It shouldn't be I don't think. Let me make some inquiries with the team.
Will come back to you.
Will come back to you.
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160 Points
Thank you
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262 Points
I have just also sent a dummy invoice to that email address from Reckon. have not upgraded yet either.
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262 Points
I have just also sent a dummy invoice to that email address from Reckon. have not upgraded yet either.
Rav, Community Manager
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91,876 Points
Thanks Leica, got it and the same as Shaun unfortunately.
Ok, I've had a chat with our Hosted product manager and while we can't replicate the problem as yet we definitely want to take a closer look.
From both of you, can I please get a list of recipient email addresses this is affecting along with your own (sender) email address. Send it to me on the same email address above when you have a chance.
Cheers
Rav
Ok, I've had a chat with our Hosted product manager and while we can't replicate the problem as yet we definitely want to take a closer look.
From both of you, can I please get a list of recipient email addresses this is affecting along with your own (sender) email address. Send it to me on the same email address above when you have a chance.
Cheers
Rav
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152 Points
This reply was created from a merged topic originally titled Emails spammed, Reckon hosted, getting customer saying PDF attatchements Invoic....
Emails spammed, Reckon hosted, I am getting a few customers letting me know that their PDF attatchements, ie. Invoice, are not not being accepted by their email, and are therefore not getting our invoices. it is happening a bit too much at the moment.Any ideas?
Emails spammed, Reckon hosted, I am getting a few customers letting me know that their PDF attatchements, ie. Invoice, are not not being accepted by their email, and are therefore not getting our invoices. it is happening a bit too much at the moment.Any ideas?
Rav, Community Manager
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91,876 Points
Hey Andrew,
Is what you're experiencing similar to what Shaun & Leica have outlined above?
If so, can I grab the same details from you as my previous post above?
Cheers
Rav
Is what you're experiencing similar to what Shaun & Leica have outlined above?
If so, can I grab the same details from you as my previous post above?
Cheers
Rav
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152 Points
Rav, I am getting more and more customers saying they aren't getting the attachments now. Problem is, I don't know who I've sent to now and who has actually received them. Getting a little bit frustrating now.
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262 Points
Same here! And now with end of month invoicing about to go out, I assume I am going to get a whole lot more frustrated customers who cannot open their invoices.
I am not going to send a list of my customer's email addresses that are affected as I feel that would be against my clients' privacy.
I am not going to send a list of my customer's email addresses that are affected as I feel that would be against my clients' privacy.
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160 Points
Still not working I'm having to do the invoices then print them off then scan and email them over to them and yes more customers are saying they can't open the invoices!!!!
Yes, i had same issues, i was surprised when 2 of my clients said they did not receive the attached invoice, called support , they did acknowledge this issue.
i will be posting in new thread any one with this issue , how Cosmic Invoice can help you in getting the invoices received with no issues.
i will be posting in new thread any one with this issue , how Cosmic Invoice can help you in getting the invoices received with no issues.
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160 Points
I called support team also but the man was unable to help me he couldn't understand me to well. its been 2 weeks now of not been able to send invoices
Rav, Community Manager
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91,876 Points
Hi all,
While there hasn't been any recent changes in Hosted operations that I can say has contributed to this, obviously there are a few of you here that are experiencing the same problem.
I've had a word with our support folk and a point of discussion that came up is the recent tightening of security including email systems following recent breakout ransomware attacks. While its possible, its probably not the case for all of you.
Another reason could be recent Windows or Outlook updates having an impact.
Finally, and probably the one I'd recommend following up on the most, is to ensure that your emails are marked as 'safe'. That is, ensuring accountshosted@reckon.com is marked as a trusted address by your recipient to ensure attachments aren't blocked or the email itself not diverted to spam/junk (the exact options will vary between email programs)
While there hasn't been any recent changes in Hosted operations that I can say has contributed to this, obviously there are a few of you here that are experiencing the same problem.
I've had a word with our support folk and a point of discussion that came up is the recent tightening of security including email systems following recent breakout ransomware attacks. While its possible, its probably not the case for all of you.
Another reason could be recent Windows or Outlook updates having an impact.
Finally, and probably the one I'd recommend following up on the most, is to ensure that your emails are marked as 'safe'. That is, ensuring accountshosted@reckon.com is marked as a trusted address by your recipient to ensure attachments aren't blocked or the email itself not diverted to spam/junk (the exact options will vary between email programs)
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152 Points
Hi Rav,
The list is getting longer now with people not getting attachments. Just sent out statements, and more have come through saying they cant get them. It is not an email problem per say, but rather not getting the attachments. I have just had 2 customers tell me that they think the problem is with the 2 dots before the pdf at the end of the link. It looks something like this:
Statement15_from_COMPANY NAME..pdf
Apparently antivirus is picking this up and automatically throwing it out. Maybe get rid of one of the dots? Something to look at maybe???
The list is getting longer now with people not getting attachments. Just sent out statements, and more have come through saying they cant get them. It is not an email problem per say, but rather not getting the attachments. I have just had 2 customers tell me that they think the problem is with the 2 dots before the pdf at the end of the link. It looks something like this:
Statement15_from_COMPANY NAME..pdf
Apparently antivirus is picking this up and automatically throwing it out. Maybe get rid of one of the dots? Something to look at maybe???
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262 Points
I noticed that too Andrew and wondered if that was causing an issue with the anitvirus software.
Currently, I'm having to save each individual invoice as a PDF to my desktop and manually email the invoice to my customer, including copy and pasting the email message content. It is a major pain and slows my invoicing process right down. Not a fun task when I am trying to get end of month accounts out.
Currently, I'm having to save each individual invoice as a PDF to my desktop and manually email the invoice to my customer, including copy and pasting the email message content. It is a major pain and slows my invoicing process right down. Not a fun task when I am trying to get end of month accounts out.
(Edited)
Also having the same issue, including staff not being able to access payslips. If we access emails remotely, we can see the PDF, but Outlook is blocking them, and obviously for clients as well. My research did show Outlook has recently added security whereby multiple dots in a file name are being blocked, so as Andrew pointed out, the 2 dots is likely to be causing the issue and preventing clients and suppliers from receiving our communications.
I think i have found the issue.
Log into reckon admin and remove the FULL STOP from the end of the company name and the legal name. It means the resultant pdf attachment has does not contain a period prior to the extension separator. IE Company Name P.L. = companyname..pdf to Company Name P.L = companyname.pdf
seems to be working
Mike
0414 065 911
Log into reckon admin and remove the FULL STOP from the end of the company name and the legal name. It means the resultant pdf attachment has does not contain a period prior to the extension separator. IE Company Name P.L. = companyname..pdf to Company Name P.L = companyname.pdf
seems to be working
Mike
0414 065 911
Yes that fixed it. Thanks a lot.
Shaun
Kevin Russell, Accredited Partner
Shaun
Andrew
Adrian
So it appears since all the hacker issues several anti-spam / virus software have tightened up.
Begs the question whether the Reckon created PDF have some sort of a signature that makes some Anti Virus software strip them off the email.