INACTIVITY TIME OUTS

Tony Read
Tony Read Member Posts: 5 Novice Member Novice Member
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: 16,522 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?

  • Tony Read
    Tony Read Member Posts: 5 Novice Member Novice Member

    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: 5 Novice Member Novice Member

    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: 16,522 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.

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