Failed to setup the connection - NZ

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System
System Member Posts: 242 Moderator Moderator
edited July 6 in Accounts Hosted
This discussion was created from comments split from: Has anybody had trouble signing into Reckon hosted?.

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  • alicehtlnz
    alicehtlnz Member Posts: 4 Novice Member Novice Member

    "Failed to setup the connection
    There was an error in setting up your streaming session. Choose Retry to send another request. If the problem persists, contact your administrator."

    I am in NZ. I got this last night and also this morning.

    I tried 2x diff browsers, I cleared my cache history, I cleared any sessions(of which there were none) and correctly logged off.

    Its end-of -month and this is incredibly stressful.

    1000022104.jpg
  • Rav
    Rav Administrator, Reckon Staff Posts: 14,376 Reckon Community Manager Community Manager

    Hi @alicehtlnz

    Can you please give this another go now and let me know if you're able to successfully launch Hosted

  • alicehtlnz
    alicehtlnz Member Posts: 4 Novice Member Novice Member

    Hi Rav, thanks for your message. It is still not working.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,376 Reckon Community Manager Community Manager

    @alicehtlnz are you attempting to login in with your -6 user or the -1 user account?

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,376 Reckon Community Manager Community Manager

    @alicehtlnz

    Just a couple of additional things..

    Can you please head over to this page - https://clients.amazonworkspaces.com/Health.html and take a screenshot of what appears after you click the Check Again button. It should look similar to this -

    image.png

    Secondly, if you're still running into this error message can you please grab a HAR file from your browser and send it over to me, it'll show our devs more info on what's happening there. I've got a guide with step by step instructions on how to obtain a HAR file here.

    Here's a quick summary of the steps 👇

    • Stay on the page with the error
    • Click on the menu button in Chrome ➡️ More Tools ➡️ Developer Tools
    • In the Developer Tools panel, click the Network tab.
    • Check the box labelled Preserve log 
    • Click the Clear network log button (a circle with a diagonal line) to remove any old logs.
    • Make sure the Record network log button (●) is red. If it’s grey, click it once to start recording.
    • Click the Retry button on the error message you're seeing in Hosted
    • Once the error appears again, click the Export HAR icon (a down arrow) and save the file.
    • Save the .appstre or .har file and let me know once you've got it.

    I know that's a fair bit of info and it sounds somewhat complicated so if you're not comfortable with doing so, I completely understand. Instead, our technical support team can help with obtaining the necessary info and HAR file so we can get this looked at.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,376 Reckon Community Manager Community Manager

    Hi @alicehtlnz

    Just checking in. Have you been able to login successfully?

  • alicehtlnz
    alicehtlnz Member Posts: 4 Novice Member Novice Member

    Hi Rav! I'm travelling today to Christchurch from Nelson, apologies on delay.i will certainly try that and report back. I am user #1.

    Thank you Rav

  • alicehtlnz
    alicehtlnz Member Posts: 4 Novice Member Novice Member
    edited June 29

    Hi Rav, got back to my pc today and it has righted itself.

    Thank you for your help. It was very reassuring to know we had a good pathway to resolving and that you were standing by.

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