Troubleshooting Guide: Reckon Accounts Toolbar

No Toolbar

  1. Exit SmartVault and Reckon Accounts.
    • Exit SmartVault by right-clicking the green keyhole icon in the system tray (bottom right of screen) and select Exit.
    • Exit Reckon Accounts by going to File > Exit in Reckon.
  2. Run SDK reg fix and Reboot.bat. Restart SmartVault and then restart Reckon Accounts.
  3. Verify that the Display scaling option Let me choose one scaling level for all my displays is enabled.
    Windows 8.1 Windows 10
    • Right-click on your desktop and select Screen resolution.
    • Click Make text and other items larger or smaller.
    • Verify that the option labeled Let me choose one scaling level for all my displays is enabled. If not, enable this setting.
    • Verify that the DPI setting in Display is set to Medium (100%) as other DPI settings can cause the Toolbar not to display or display unusually. We do not support higher DPI settings.
    • Restart the computer. 
  4. Verify Reckon Accounts is integrated with SmartVault. Correct if necessary.
  5. Check to see if Reckon Accounts is running in the background, and if so, end the Reckon Accounts processes running in the background.
    • Open Reckon Accounts and open your company file.
    • Right-click on the taskbar and select Start Task Manager.
    • Go to the Processes tab and click the Image Name tab.
    • Select the QBW32 processes one by one and click End process for each.
    • Close the Task Manager.
    • Exit out of SmartVault from the system tray.
  6. Close SmartVault and Reckon Accounts.
  7. Then, make sure you run both Reckon Accounts and SmartVault as an administrator to see if this resolves the issue. You don't need to continue doing this if it does not fix this.
  8. Disable all other add-ons in Reckon Accounts (do not delete).
  9. Locate QBSDKlog.txt file for Reckon Accounts and review for errors (:\programdata\intuit\quickbooks).
  10. Reinstall SmartVault.
  11. Run a repair for Reckon Accounts.
  12. Reinstall Reckon Accounts. 

If the Toolbar does not appear after following these steps, contact SmartVault Support for assistance.

Grey Toolbar

  1. Ensure that you are logged in with the correct account in the SmartVault application if you have multiple SmartVault logins.
  2. Verify that you have access to the Company File applications folder and all documents folders needed in the Portal.
  3. Run SDK reg fix and Reboot.bat.
  4. Verify that the company is not integrated with an old trial or another account.

      Note

    If you signed up for multiple SmartVault accounts, your company file might still be provisioned with the old account that is either closed or used with a different email address. If so, contact SmartVault Support for assistance.

The Toolbar is Not Aligned

Verify that the DPI setting in Display is set to Medium (100%) as other DPI settings can cause the Toolbar not to display or display unusually. Then restart your computer. 

Windows 8.1

  1. Right-click on your desktop and select Screen resolution.
  2. Click Make text and other items larger or smaller.
  3. Verify that the option labeled Let me choose one scaling level for all my displays is enabled. If not, enable this setting.
  4. Verify the DPI settings in Display is set to Medium (100%).
  5. Restart the computer. 

Windows 10

  1. Right-click on your desktop and select Display Settings.
  2. Click Advanced display settings at the bottom of the page.
  3. Click Advanced sizing of text and other items.
  4. Click Set a custom scaling level.
  5. Make sure that the Scale to this percentage of normal size is set to 100%.
  6. Restart the computer. 

Scans Not Going into Toolbar

Verify that the scanner is working and can scan outside of SmartVault. Check that the profiles for ScanSnap or Canon scanners are configured correctly.

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