Resolving Data feed synchronisation issues with Reckon Accounts Hosted

MESSAGE

REASON/CAUSE

SOLUTION

Access to shared file denied

1. User ID may have access revoked
2. Hosted license may have expired
3. Hosted Servers may be down

1. Check your Company File access with your Company File Administrator
2. Contact your Reckon Accounts license Administrator or contact Reckon Customer Service or Support
3. Check https://status.reckon.com

Check company file user credentials

Incorrect Company File Username or Password

Check with your Company File Administrator, then the Reckon Insights Administrator for the Username specified for Reckon Insights.

Check company file has been moved or has been renamed

• Company File may have been renamed
• Company File may have recently been shared
• Sharing of the company file is still in progress
• Hosted File Server may be down

Check with your Company File Administrator for the possible changes in sharing.

Otherwise, visit https://status.reckon.com.

Couldn't read feed details from Insights

The initial synchronisation process has failed to read details on the feed.

Contact Reckon Support

Data load failed

There was an issue while processing the data extracted from the Reckon Accounts Hosted API.

Contact Reckon Support

Data transformation failed

There was an issue while updating the Insights data with the data extracted from Reckon Accounts Hosted API.

Contact Reckon Support

Extract failure reason unknown

Generic catchall message when it isn’t clear why there is a failure.

Contact Reckon Support

Failed to authenticate with RAH

• Incorrect Hosted Username or Password
• The User may have used Username instead of User ID
• The Username is too long

Go to Reckon Portal to re-configure your Data Feed. From Reckon Insights, go to Manage > Manage Feed.

Reduce the Username to 21 characters.

RAH is in single user mode

1. Company File was opened and in Single user mode
2. The Hosted session is locked or not closed properly

1. Open the Reckon Accounts Hosted Company File and go to File > Switch to Multi-User Mode.
2. Log off the appropriate account from the Reckon Accounts Hosted Control Panel under the Log-Off Remote Sessions section.

RAH took too long to respond

• Hosted API may be down
• A Response ID should have been returned to try again

1. Upgrade your Company file to the latest version
2. Visit https://status.reckon.com.
3. Contact Reckon Support

RAH processing taking too long

• Company File size may be large
• A Response ID should have been returned to try again
• Hosted API may be down

1. Visit https://status.reckon.com.
2. Contact Reckon Support

The company file user has insufficient privileges

RAH user account has limited security access, not Full Access.

Example: Role is only assigned for Time Tracking or Payroll module.

1. Login to your Company File and go to Company > User
2. Find your dedicated Reckon Insights User and set the Role to Full Access.
3. For more info, see Synchronization unsuccessful with Error/Reason: "The company file user has insufficient privileges."

The company file user is already logged into RAH

1. The Company Username used in the configuration may be used by another user
2. The Hosted session is locked or not closed properly
3. Ensure to have a reserved name specifically for Insights integration

1. Check with your Company File Administrator for any Users logged on using the Reckon Insights Username.
2. Log off the appropriate account from the Reckon Accounts Hosted Control Panel under the Log-Off Remote Sessions section.
3. Advise your Company File Administrator to create a Username solely used for Reckon Insights.

The process failed for some unknown reason

The default response when the reason isn't recognised.

1. A possible reason is synchronisation of the Company file during a sharing action. Check that the Shared Folder is created, and the file is accessible then, try sync again.
2. Contact Reckon Support.

Too many errors within a limited time span

Requests to Reckon Accounts Hosted API have repeatedly failed over a specific time span.

Contact Reckon Support