Unable to navigate within hosted file

Sandy_9402706
Sandy_9402706 Member Posts: 4 Novice Member Novice Member
edited October 11 in Accounts Hosted
I have successfully logged into my company file, but cannot do anything once logged in.  I am unable to run reports or switch between files. there is no error message and no sign of activity. It is as though I didn't do anything at all.

Comments

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager
    edited November 2017
    Hi Sandy, are you able to exit the file at all through File > Exit?

    Can you end the active session through the Hosted control panel then logout (use the logout option in the top right corner) then close your browser.

    Log back in after a couple of minutes, does the problem still persist?

    Are there any issues with your internet connection? Are you able to browse other sites ok without the same sort of interruption?

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • Sandy_9402706
    Sandy_9402706 Member Posts: 4 Novice Member Novice Member
    edited November 2017
    No - I can't exit the file using file>exit.  I am able to end the connection through the control panel, but still cannot do anything within the file after logging back in.  I don't appear to have a problem with my internet connection and am able to use other sites without a problem
  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager
    edited November 2017
    Thanks for getting back to me Sandy,
    Just want to try isolate where the cause of the issue is, which browser are you using when you encounter this problem? Can you try logging in on an alternate browser and see if its the same occurrence?

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • Sandy_9402706
    Sandy_9402706 Member Posts: 4 Novice Member Novice Member
    edited November 2017
    I am using firefox. I have also tried logging in using both Internet explorer and chrome, with the same result.
  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager
    edited November 2017
    Ok, thanks for trying Sandy
    Can I get you to check if there is any Hosted process occurring in the background for example generating a report in a separate window that may have become hidden in the background. When you're in the file, please use Alt & Page Up buttons to bring up any additional Hosted windows.

    Another measure is to press Alt & Shift while the company file is loading to make Hosted open your file without any additional windows, this will eliminate any high volume processes that may be slowing down file operations.

    Alternatively, give us a buzz on 1300 799 150 and a Hosted technician can take a closer look into this with you directly.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • Sandy_9402706
    Sandy_9402706 Member Posts: 4 Novice Member Novice Member
    edited November 2017

    Thankyou.  I had been trying to email myself some reports and the screen closed unexpectedly while I was doing it.  For some reason this was stuck in the background and I was unable to see it, even after I logged out.  The Alt & Page Up suggestion highlighted it and the problem has now been rectified.

    Thankyou for your help.

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