INACTIVITY TIME OUTS

Tony Read
Tony Read Member Posts: 7 Reckoner Reckoner
edited November 25 in Accounts Hosted

CAN SOMEONE PLEASE EXPLAIN WHY I KEEP GETTING TIMED OUT AS INACTIVE SO QUICKLY? I LITERALLY JUST RESPOND BRIEFLY (GUESSING 2 MINUTES MAX) TO AN EMAIL AND THEN COME BACK TO HOSTED AND IT HAS TIMED OUT ON ME. CRAZY! DRIVING ME NUTS!

Answers

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    @Tony Read

    How often does this occur? To clarify, were actively working in your RAH file prior to going away to respond to your email before coming back?

    Or, was it idle for an extended period of time before coming back?

    When it comes to sessions timing out, if you don't actively do anything in your file for an hour then it will go idle with a message appearing on-screen. You can then reconnect to that same existing session provided you do so within another hour of it first going idle. There's more info on this here - How do sessions work in Reckon Accounts Hosted? 💻

    In your case however, does that sound like what's happened or are you being timed out extremely shortly after actually working in your file?

    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.

  • Tony Read
    Tony Read Member Posts: 7 Reckoner Reckoner

    IT WAS WHILE I WAS ACTIVELY WORKING IN THE FILE. LITERALLY WOULD CLICK ON ANOTHER BROWSER TAB TO DEAL WITH AN EMAIL AND COME BACK TO THE RAH TAB AND I HAD BEEN LOGGED OUT. IT HAPPENED ABOUT 4 TIMES THIS MORNING. ABSOLUTELY NOWHERE NEAR 1 HOUR. LITERALLY JUST A FEW MINUTES AT THE MOST EACH TIME.

  • Tony Read
    Tony Read Member Posts: 7 Reckoner Reckoner

    I GET THIS MESSAGE IN THE FILE SCREEN:

    Gateway: Failed authenticating user token.

    AND THIS ON THE LOG IN PAGE:

    Sorry! We had to log you out due to inactivity.

    Log in again for security reasons.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Typically, the Gateway: Failed authenticating user token error message will appear if a browser action has been performed eg. using the Back, Forward or Refresh button in your browser.

    It also appears, if your internet connection has dropped out momentarily which results in the connection to Hosted's server disconnecting.

    If its happening to you regularly like you've mentioned, then in the first instance log off any active sessions that are in the Reckon Accounts Hosted control panel and logout of Hosted for a couple of minutes.

    Log back in and launch your file and work on it as usual. Do not use any browser commands while you're active in Hosted.

    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.

  • Tony Read
    Tony Read Member Posts: 7 Reckoner Reckoner

    I WILL TRY THAT. THANK YOU. HOWEVER, I DO NOT BELIEVE THAT I HAVE BEEN USING BROWSER ACTIONS WHILST USING IN RAH.

    I DO HAVE THE CONTROL PANEL OPEN IN A SEPARATE TAB WHEN I AM ACCESSING THE RECKON FILE IN ANOTHER TAB, AND I DO MOVE BETWEEN MY OPEN TABS AND OTHER OPEN SOFTWARE PROGRAMS BUT I AM (I THINK?) CAREFUL NOT TO USE THE BROWSER ACTIONS.

    ANYWAY, I SHALL LET YOU KNOW HOW I GO. THANKS FOR YOUR INTEREST IN MY PROBLEM SO FAR.

    CHEERS

    TONY

  • SuzyA
    SuzyA Member Posts: 19 Reckoner Reckoner

    Hi there, I have to concur with Tony, I have 8 logins for Reckon and my team are constantly complaining of being logged out due to in activity. It used to be if you had not done anything for an hour, but now its within minuets. This is not good enough. You need to update your servers if you cannot keep us all running. We pay an absolute premium for Reckon compared to other accounts packages. Sort this issue out please, it is making Reckon impossible to work with.

  • Tony Read
    Tony Read Member Posts: 7 Reckoner Reckoner

    THANKS SUZY-A. THAT IS PRECISELY MY EXPERIENCE. I APPRECIATE YOUR COMMENTING.

  • Lucas
    Lucas Reckon Staff Posts: 299 Reckon Staff

    Hi @SuzyA and @Tony Read,

    We're sorry to hear about your experience with Reckon Accounts Hosted, I just want to follow up and get more detail around the inactivity.

    Do you find any commonality between your team logins and what they are doing at the time to prompt the inactivity log out? As stated above by Rav above, it may be the internet connection itself dropping out or using a Back, Forward or Refresh button within your web browser to display cause the 'Gateway: Failed authenticating user token' error.

    Does the time vary between sessions, before you get logged out or is it within the same time frame constantly and how many of your users are logged into our system at a time? This is in relation to your internet connection may not be sufficient enough to support that many sessions for Reckon Accounts Hosted. But I will do my best to help you with this.

    Thank you and speak soon.

  • SuzyA
    SuzyA Member Posts: 19 Reckoner Reckoner

    Hi Lucas,

    I can confirm it is most definitely not our internet connection. We have upgraded, put in NBN to the door, and have great up and downloads. As Tony has stated, it can be a matter of minutes, going into another screen, such as Outlook, google or using our integrated program that runs pulling information from Reckon, you work in that for 10-15 minutes, go back to Reckon, and its logged you out. A few months ago it was an hour's inactivity, and fair enough. But anything shorter is nothing short of annoying.

    In saying that, the only log out I have had today was when I was on the payroll webinar. I can keep a record and let you know, I don't pay much attention to what it says anymore, I just sigh and log back in.

    Cheers, Suzy

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