nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Time out is not fit for purpose.

Quackwentthechick07

I run a busy shop for engineering products and have a major issue with this new time out function. It took me 5 and a half minutes to log in again while a dude at the counter tapped his foot. My internet is super fast but recon is not sometimes and you have to wait for it. Aside from that a counter computer needs to be ready to go and not timed out. This is not what I signed up for, the rules have changed and it is creating a lot of negative amongst users.

Comments

Rav

Hi @Quackwentthechick07

There haven't been any changes to the way idle sessions are handled aside from a notification message now appearing when its been an hour since you were last active in the file. If you reconnect within 60 minutes of the idle session message appearing your session will reopen. However if you don't reconnect within 60 minutes of the message appearing ie. its essentially been 2 hours total since you were last active in your file then your session will end and you'll need to relaunch your file.

There's more info here - How do sessions work in Reckon Accounts Hosted? 💻

So with that said, can you confirm whether you leave your file inactive for a prolonged period of time ie. an hour for example before you notice the idle session message appearing on-screen?

Quackwentthechick07

It has only started doing this in the last month, before that it would stay open all day with no activity. 19 years a customer I think I would know if this is new thing happening. Is this because you are protecting your band width?

Kris_Williams

I am very sympathetic to all of these issues and the disconnect notification has been there for a while, but it doesn’t log me out of my file it just disconnects the login screen, I click on the 2nd tab and continue to work. I too have been using Reckon for decades but most of that time was on desktop versions where this would never have been an issue.

I am more affected by the new MFA rules and wonder is this still required for desktop versions?

Rav

@Quackwentthechick07 can you confirm whether you leave your file inactive for a prolonged period of time ie. an hour for example, before you notice the idle session message appearing on-screen?

@Kris_Williams The upcoming introduction of mandatory MFA next month is for Reckon Accounts Hosted only.

Quackwentthechick07

Yes if it is idle for around an hour it logs out. This is new it never did it before. I hate it and will dump it if you wont fix it.

Rav

@Quackwentthechick07

I can understand where you're coming from, please understand however that the overall behavior of idle sessions in Hosted hasn't changed. The only difference is a message now appears on-screen when you haven't been active in your file for an hour. Previously, there would be no message on-screen when your session goes idle so while it might have seemed like the session was still active, it would still behave in the same way.

When you are logged into your Reckon Accounts Hosted file and working in it, your session will remain logged in indefinitely provided you are actively working in the file. You can keep your session active simply by accessing your file eg. working in it, clicking a menu or even just moving your mouse around in your file.

John McGrath

I too leave my session unattended and can confirm that this behaviour is definitely new. I could previously leave my file open all day without touching it, but no it times out, so when I get a phone call from a client wanting some information from their file, I have to log back in and as Quackwentthechick07 says, the Reckon Hosted Server is slow. On some occasions I have had to call the client back with the information rather than have them hang on the phone. This is not good enough and please stop repeating that this was always the case. Repeating something doesn't make it true. (Although our politicians seem to think it does!)

Rav

@John McGrath

Yes, the appearance of an idle session message is new following the recent upgrade to Hosted as outlined above, however how a session behaves when it goes idle is not.

Are you leaving your session idle for more than one hour before the session idle message appears?

John McGrath

I have never timed it, but yes, it would happen often.

Acctd4

One of our WA Accredited Partners - @Steve Neal from Fintech - has created a short video on optimising browser settings to improve this timeout issue here:

https://www.loom.com/share/15fb689890044cdba2b25d751556b690?src=composer

John McGrath

Thank you for posting the video. Yes, I have had the tab set to non-sleeping since it was introduced in Edge.

Quackwentthechick07

Today It timed out in 20 minutes of inactivity. Very slow to reboot. Does Reckon need to do an upgrade or something but there is no money for it? Are you dumping inactive users off when it gets busy to gain band width? My internet speed it as good as it can be so it's not at my end. Rav you need to come clean and tell us the truth. Give us some light at the end of the tunnel if you want to retain your customers.

Rav

@Quackwentthechick07 if you received the idle session message after less than one hour of inactivity then that's something I'm interested in getting more information on so we can look at it.

This doesn't have anything to do with bandwidth or having money for upgrades etc.

Now in regard to this example today where you've mentioned it occurred after 20 minutes, can you please provide me the below in a private message 👇

User ID for the specific user it occurred on
Start time of the session
Time the session was disconnected (the idle session message appeared on-screen)
A brief description of what the user was doing at the time the message appeared
How long did the session last before it was disconnected
Screenshot of the message that appeared if you took one.

If you can shoot that specific info to me from either the example today or if it occurs again I can get it over to my devs.

Cheers

John McGrath

Hi Rav,

What was the outcome of this Please. It is still an issue. I note that there are other threads of the same issue under different titles.

Rav

Hi @John McGrath

The outcome is that sessions that have been left inactive for an hour will go idle and that is normal.
You then have a further 60 minutes to reconnect to that same session and pick up where you left off ie. 2 hours in total since first being inactive in Hosted. If that doesn't happen the session will end and you'll need to log the session off and relaunch.

When it comes to users reporting they are receiving the idle session message when they've been inactive for LESS than one hour, then that specifically is outside the norm and what we'd like to hear about with specific examples such as what I've outlined in my previous reply in this thread above.

Leigh

I thought it was only me.
I am getting logged in out well under an hour. It is driving me nuts.

Often taking it right back past the log in portal. I am having to log back in 10 or more times a day, so certainly less than 1 hour.
Please fix this - give us options- or do away with it. It is not viable as a small business to spend the energy doing this.
It is seriously enough to have me looking at alternatives.

That and that you can not auto-send a "Recurring transaction invoice" to a cc.
HELP!!!!!

Reckon Accounts Hosted Announcements & Important Info

Check out the latest important info & announcements for Reckon Accounts Hosted

Button

View all Reckon software categories 🗃️

Each Reckon software has its own dedicated category on the Community. Click below to browse all categories.

Explore all categories