RAH LOGGING OUT

JO-ANNE_7327707
JO-ANNE_7327707 Member Posts: 338 Reckon Star Reckon Star
in Accounts Hosted

Is there an issue with Hosted this morning?

I have been logged out four times.

Errors:

The connection has been lost.

The connection with host has been disconnected.

Answers

  • Lucas
    Lucas Reckon Staff Posts: 299 Reckon Staff
    edited September 30

    Hi @JO-ANNE_7327707,

    I would recommend checking your modem and potentially restarting it, there could also be an issue with your internet service provider at this time due to Reckon Accounts Hosted requiring a stable connection. Please, let me know how you go as no other reports have been made regarding connection lost.

    Thank you and speak soon.

    Lucas

  • Alexis McKeown
    Alexis McKeown Reckon Staff Posts: 430 Reckon Staff

    Dear @JO-ANNE_7327707 ,

    This message will appear if one of the following conditions are met:

    1. Your computer disconnected from the internet;
    2. You hit the idle timer's limit (1 hour without activity);
    3. You were logged out via the Control Panel (through Log Off Remote Sessions);
    4. Somebody else has logged in under your username/password;
    5. You logged into another account in another tab.

    Kind regards,

    Alexis McKeown

    Reckon Senior Technical Support

  • JO-ANNE_7327707
    JO-ANNE_7327707 Member Posts: 338 Reckon Star Reckon Star

    Hi Alexis

    the only condition that would possibly be valid would be number 1- however, I am connected to the internet with several other apps and nothing else disconnected. It is just affecting RAH.

  • Alexis McKeown
    Alexis McKeown Reckon Staff Posts: 430 Reckon Staff

    Dear @JO-ANNE_7327707 ,

    If could be that your internet is unstable or disconnecting just briefly.

    You may want to double-check your connection or reboot your router to ensure for stable connection.

    Kind regards,

    Alexis McKeown

    Reckon Senior Technical Support

  • JO-ANNE_7327707
    JO-ANNE_7327707 Member Posts: 338 Reckon Star Reckon Star

    HI Alexi

    I am really struggling to understand, why it is only affecting Reckon and no other apps. Surely, I would be having issues all round if it were the internet.

    Sorry, I'm not being clever, I just don't understand.

  • Alexis McKeown
    Alexis McKeown Reckon Staff Posts: 430 Reckon Staff

    Dear @JO-ANNE_7327707 ,

    As far as I'm aware, we've had no other notifications nor complaints about Hosted connectivity today so far.

    I can only offer what I know - in this case, it sounds to me just like a weak or unstable connection to just Hosted.

    Kind regards,

    Alexis McKeown

    Reckon Senior Technical Support

  • Kris_Williams
    Kris_Williams Member Posts: 3,699 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    Sometimes an internet connection can be interrupted for a brief moment, this happens to me sometimes with Netflix. As it’s so brief other things aren’t affected, but it might be enough to disconnect Reckon. It wouldn’t hurt to restart the modem when it’s convenient

  • Leanne_7663246
    Leanne_7663246 Member Posts: 153 Reckoner Reckoner

    I am having this issue constantly. Always only Reckon Hosted. I get the following message. It has been an ongoing issue for months. Driving me crazy. I work with other cloud based programs and go back and forwards and never have a problem with drop outs and I have a radio running over the internet and it isn't dropping so I know its not the internet. I have spoken to one of my other colleagues who works at different location and she also has the same problem. I have plugged in a cable so I am not running off wifi and it is still the same. Is there anything to do to stop it. I also had to enter my MFA twice today. Once at 8am and then again just now. I am using two hosted log ins and they have both logged out on me today. Sorry to take over your post Jo-Anne:)

    image.png

    Hope someone in the tech team or community can help

    cheers

    Leanne

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,608 Reckon Community Manager Community Manager

    Hi @Leanne_7663246

    That message will usually appear if your Reckon Accounts Hosted session has been left inactive/idle for an hour. 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. However if leave your session inactive for an hour then you'll see the above message appear.

    I'd recommend checking out this post for more detailed info on this - How do sessions work in Reckon Accounts Hosted? 💻

  • Leanne_7663246
    Leanne_7663246 Member Posts: 153 Reckoner Reckoner

    Hi Rav,

    Thanks for that I probably should have been clearer. Along with the message above my hosted continually logs out regardless of whether I am using it or not. The continually disconnects too. I know that is will auto log out after an hour of not using it but it is more than this. I definitely think there is a problem. Have you got any good tech support people that can look into it for me. I am wasting a lot of time reconnecting and logging back in

    cheers

    Leanne

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