Technical Support UpdateBy Alex Wild

Top Support Issues

• Who do you get support from?

• FAQ’s from Quick FAQ’s list on KB

• Top install support issues

• Top GST support issues

• Top 3 Questions

Where can I get support from?Phone Support:

• Call 0800 101 125 – IBM Call Centre

QuickBooks (latest version) support• Call 0508 444 999 – AU Online Support & IBM Online Support

Reckon Online support

Voice of the Customer Surveys – What are these? Where do they go?

E-mail Support

E-mail support:

• support@quicken.co.nz – any version QuickBooks Support

When e-mailing support, please include your Customer ID in the subject line

Top Support Issues – Quick FAQ

These are the top searched articles from the Knowledge Browser and is updated regularly by the Reckon Support Team.

• QuickBooks year end procedures• Installing in Safe Mode/Selective Startup

Top Support Issues – Installing QuickBooks

Problem:

“Rolling back action. Installation interrupted " or "Error 1920: Service 'Intuit QuickBooks FCS' ( QBFCService ) failed to start “

Solution:In order to fix you need to Remove and re-install Microsoft .NET Framework 1.1

KB Article: 459

Top Support Issues – Installing Service Pack

Problem:

"QuickBooks needs to be activated before you apply this Service pack" when I have already registered?

Solution:

This problem occurs when two different versions of QuickBooks are installed on the computer and are not activated. So you will need to identify which version is the one that you are using and rename the other version in the registry editor.

KB Article: 2057

Top Support Issues - GST

Problem:

Incorrect GST Settings after the upgrade, how do I correct these?

Solution:

Go back to 2007/08 and ensure GST settings are correct before upgrading.

Tech Support – GST – New Database

When creating a new database and importing items from an old database remember this will also export TAX ITEMS

You can set up the new database and have the GST settings show correctly in the file.

Before importing the Item IIF file, open this in excel and remove the tax items… I will show you…

Top 3 Questions

Number 3

Q Does QuickBooks have a fixed asset tracker?

A QuickBooks has a fixed asset list, depreciation is calculated manually

Top 3 Questions

Number 2

Q Does the RTL Bill Payment utility work with Reckon Online?

A Yes, you install RTL onto the local PC. When exporting the ABA file, save this to your local drive. You can then open the RTL Bill Payment Utility and continue to convert the ABA file.

Top 3 Questions

Number 1

Q Why do my dates show in American format?

A Change the date/time and regional settings to NZ (will be set to US)

Questions?