Problems with a major upgrade for Reckon Accounts Hosted over the weekend have filled Reckon’s community forums with complaints and prompted a letter of apology from Reckon CEO Clive Rabie.
Users were experiencing four main issues. Users logged into into the upgraded version of Reckon Accounts (formerly QuickBooks) through a web interface instead of a remote-software plugin by Citrix. Several users had struggled to connect to the software through their browser, although this issue had now been resolved, said Rebecca Kington, Reckon’s communications manager, told Digital First.
“The connection issue has been resolved but it’s taking a while for the system to log in and we’re still working on that,” Kington said. Other users were unable to locate their company files due to a change in the software interface. (See instructions for finding the file below.)
In some cases, company files needed to be reattached to the user’s account and required the user to call support, Kington said. No data files or backups had been lost, she said.
Lengthy response times from Reckon’s support call centre had caused “some frustration” among users, Kington said.
The upgraded Reckon Accounts Hosted was a major overhaul which performed much faster and could print to any printer with PDF downloads, Kington said.
“I want to thank partners for the ongoing feedback since the move to the new version of Reckon Accounts Hosted over the weekend. I also want to personally apologise for any frustration that these changes may have caused you or your clients, and for any difficulties you or your clients may have had reaching our support team,” Reckon CEO Clive Rabie said in an email sent to customers.
In the email Rabie claimed that over 4,000 users were accessing the software already. “Once we work through any and all issues users are experiencing through this upgrade process, I am confident that you and your clients user experience will be far better,” Rabie added.
Instructions for finding a company file in Reckon Accounts Hosted
Reckon sent the instructions below:
Through the change to the new Reckon Accounts Hosted service some files are not appearing where users expect and in some cases they are no longer visible to the admin user. If your company file is not showing in the No Company Open window, we suggest that you take these steps to manually locate your data file:
- Go to the File menu and select Open or Restore a Company file. The Open Company:Type window opens.
- Select Open a company file (.QBW).
- From the Look In drop-down, select My Live (Q:) drive. Your QBW file will be in this folder. If you have a shared file, the shared folder will also be in this folder as a shortcut. You will now be able to open your file from here. You will need to click on the file shared shortcut (you may have a few of those). If you cannot find your file in the first list of shortcuts, proceed to the remaining shortcuts until you locate your desired file.
- Select your file and click on open.
If after following these steps you are unable to locate your data file you will need the assistance of our support team on 1300 799 150.