I am often finding Xero inaccessible for one reason or another these days. Is anyone else finding that?

Cannot Access Xero

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I am often finding Xero inaccessible for one reason or another these days. Is anyone else finding that?

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By chatman
25th Oct 2016 11:05

There is even a page now called https://sorry.xero.com/ !!

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Man of Kent
By Kent accountant
25th Oct 2016 11:07

Just tried to access from 3 different devices, no joy.

Looks like its crashed...

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By chatman
25th Oct 2016 11:17

I do seem to be getting this lack of access a lot recently. Maybe it's down to their move to the super duper new AWS.

I have had trouble with VAT returns on Xero too; sometimes it just won't run them or, if it does, when you download it, it doesn't download what they call the VAT Audit Report.

Yesterday I tried a file a VAT return I have filed before via Xero and the VAT number had been replaced with that of another client!

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Tornado
By Tornado
25th Oct 2016 11:32

It will work just fine when MTD becomes mandatory ...

We had an IRIS payroll problem last week, although support did fix it when we finally got through to them after a 30 minute wait.

In addition, later in the day we were unable to connect to any URL for an hour or so although emails still got through. I think this was connected to the general attack on the internet that day that many experienced.

Still, as I say, communications and software will work faultlessly when MTD becomes mandatory and what a great idea it is to place such reliance on electronic communications to run this county.

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By Pelican
25th Oct 2016 11:28

I to am struggling to access Xero.

I'm currently sat in a clients office waiting to get back on.

Xero isn't really selling itself at the moment.

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Man of Kent
By Kent accountant
25th Oct 2016 11:35

Its worldwide...

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Replying to Kent accountant:
Red Kite
By Red Kite
25th Oct 2016 11:39

Kent accountant wrote:

Its worldwide...

Guess all the Xero user's are pleased to know there's no favouritism.

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Replying to Kent accountant:
Tornado
By Tornado
25th Oct 2016 11:51

Kent accountant wrote:

Its worldwide...

Unbelievable .......

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By ireallyshouldknowthisbut
25th Oct 2016 11:54

Must be an early lunch time for anyone who is "all in" with Xero.

As an aside I was using an old version of quick books the other day - the 2006 version - and boy is it quick compared to cloud on a modern PC. You click and it works. None of this waiting for a while for pages to load.

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Replying to ireallyshouldknowthisbut:
Tornado
By Tornado
25th Oct 2016 12:10

Yes, we still use some programmes that are locally based and they are very quick and responsive to use whilst the cloud based systems take at least three times longer to process similar entries (when they are working properly), and we have a 75 mb connection !

Still, it will all work just fine when MTD becomes mandatory ...

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By chatman
25th Oct 2016 11:56

It's back up again for the moment.

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Replying to chatman:
Tornado
By Tornado
25th Oct 2016 12:03

"It's back up again for the moment."

Hooray !!!

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Sarah Douglas - HouseTree Business Ltd
By sarah douglas
25th Oct 2016 18:34

One of my Fellow colleagues was sent this . I guess New Zealand time is UK 9 to 5

https://status.xero.com/

Update - We’re still on schedule for a release on Wednesday 26/10 at 07:00 NZDT.

Thanks for your patience.
Oct 24, 12:12 NZDT
Identified - We’re continuing to test the fix for this performance issue. At this stage we’re planning a release at 07:00 NZDT on Wednesday morning, 26/10.

Unfortunately, when we make the release, anyone who is logged in will be logged out. You’ll be able to log straight back in though.

Once we’ve made the release we will closely monitor things for as long as necessary. It might be necessary to make further tweaks once we’ve made the release.

Again, thanks very much for your understanding.
Oct 21, 16:20 NZDT
Update - We have identified the cause of the intermittent performance issues and are testing a fix. We need to perform extensive testing so this may take a few days.

You may have issues with uploading your documents, this is likely caused by the same issue.

Thanks for your continued patience.
Oct 21, 13:37 NZDT
Update - At around 14.30 this afternoon we also experienced further website issues which were unrelated. These have now been resolved. We're still tweaking things to ensure the setup is optimal .

We are still working on the underlying cause of the intermittent performance issues, the cause of which we believe we've identified.

Sorry for the inconvenience this issue is causing.
Oct 20, 16:47 NZDT
Update - Just to let you know that we’re still working on this - we’ll update you as soon as we have more information.

Apologies for the inconvenience this is causing you
Oct 20, 11:57 NZDT
Update - We're continuing to investigate the performance issues with the highest priority.

Sorry for the inconvenience this issue is causing you.
Oct 19, 13:34 NZDT
Investigating - Following this weekends migration to AWS, we are continuing to experience some issues related to page requests taking a long time to respond. You may have pages in the application which appear to freeze or go blank or white.

This issue is also resulting in slow response times with the API so your connected applications my not return data or may time out.

If your session freezes, you'll need to close your browser and clear your history cache and cookies to resume. Unfortunately you may experience this issue again until the underlying cause is resolved.

We'll update this page when further information becomes available.
Thanks for your continued understanding.
Oct 18, 15:16 NZDT
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Elliott Chandler Picture
By elliottchandler
25th Oct 2016 13:51

SaaS based solutions come with risks, moving to a managed service that is private to you can provide better uptime and better control over the software you use.

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Glenn Martin
By Glenn Martin
25th Oct 2016 15:44

I have my hootsuite set for Xero Chatter, this has globally caused a lot of problems today.

Does make you think from an eggs in one basket point of view.

Perhaps the Xero bods are all off on half term holidays as they normally are quick to react to these sort of issues.

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Replying to Glennzy:
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By chatman
25th Oct 2016 16:20

Glennzy wrote:
Does make you think from an eggs in one basket point of view

Yes I did start to think that today.

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Replying to chatman:
Tornado
By Tornado
25th Oct 2016 16:32

You have only just thought about this?

There always has to be a Plan 'B', an escape route to get you out of trouble.

I wonder if the Government have a Plan'B' for MTD.

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Replying to Tornado:
Glenn Martin
By Glenn Martin
25th Oct 2016 16:37

No that is why I decided not to go down 100% Xero but share things about with a few suppliers.

A lot to be said for using UK based companies like freeagent and Clearbooks who are on same time zone when things go [***] up.

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By keithyates
25th Oct 2016 16:44

Had an access problem myself a couple of weeks ago when Xero suspended access due to a payment problem. Took a week to re-establish access. Client was brief - "Sort it !" he said. I would email in the morning and get a reply back at half 3 am the next morning asking me to email again. I'll be using my desktop applications for a little while longer yet . . . .

I do wonder about the legality of preventing access to data which has been entered via paid subscription ? I can run with not allowing updates if the subscription hasn't been paid but preventing all access ?

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Replying to keithyates:
Tornado
By Tornado
25th Oct 2016 17:20

This particular problem with Xero (it could have been any other supplier to be honest) does highlight the need to ensure that committing yourself and your clients to a single software developer is an enormous risk. The fact is that apart from internet access problems, such as hacking, there is no guarantee that the supplier you choose will continue trading, and at any time in the future you and your clients may suddenly be unable to gain access your data.

Perhaps the first question to ask when choosing your default software supplier is 'If I want to change supplier, how much of my historic information can I transfer to the new supplier and what back up data can I retain locally in case for some reason I can no longer access your server?"

Plan 'B' has to be one of the first considerations, not the last.

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By keithyates
25th Oct 2016 17:54

Very valid point Tornado. I guess we quite often have the situation where data on one product won't transfer to another product but if the subscription lapses, which if a client has changed system for some reason why would they keep the subscription going ? Suddenly you don't have access to the data, which may go back a number of years without bringing the subscription up to date.

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Replying to keithyates:
Tornado
By Tornado
25th Oct 2016 18:14

Call me old fashioned if you like, but I generally either print-off hard copies of accounting records, working papers, tax returns, etc, or if they are available to keep in another format such as pdf, Excel or a Word document, I keep those copies locally and also back them up to a separate destination.

If the worst comes to the worst, I should have sufficient historic data to reconstruct new files without too much trouble into a new program and historic data will be available as well even if access to the prime data storage is denied.

I know, the paperless office is the aim of many, but without sufficient back-up resources there could be trouble.

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Replying to Tornado:
Man of Kent
By Kent accountant
25th Oct 2016 21:52

Old Fashioned!

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By chatman
27th Oct 2016 12:31

I get this a lot these days:

We're sorry, a problem has occurred.
Please try again
It's possible the problem you have encountered is temporary. Please either click the back button or click this link to return to the previous screen and try again.

We're on it
If this is a problem you've encountered before, it's likely we're already fixing it. We keep a record of every error that occurs and regularly review and set about fixing them so they don't happen again.

Contact Support
If the problem persists or is urgent please do let us know by emailing [email protected] or by navigating back to a screen in Xero where there is a link to Contact Support directly from the Help menu.

When you contact us, please include as much detail about your problem as possible. Including details such as the specific steps which lead up to the problem and the name of the organisation will help us identify the problem and resolve it. Thank you.

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Teignmouth
By Paul Scholes
27th Oct 2016 15:40

With only 6.67% of my clients using Xero (and half of those now stopped their business!) I thought I'd be OK. Anyone else had problems reconciling the bank statements?

The client only had 11 transactions to explain and all correctly picked up with rules so I clicked on 11 OK buttons, the first one vanished in a puff of smoke and the others stayed there greyed out. I went away and came back in 2 minutes and 9 were now there waiting to be explained again. So I hit all nine buttons again and watched as the refresh button circled, stopped thought about it, then gradually whittled them down.

11 transactions explained in just over 5 minutes.

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