Dropouts

Con_7304454
Con_7304454 Member Posts: 26 Reckoner Reckoner
in Accounts Hosted

Is anyone else dealing with frequent dropouts? I typically spend 2–3 hours online twice a day for work, and I jump in and out of RAH throughout. But almost every time I return, I’m forced to log back in again. It’s becoming really frustrating. Is there a fix for this, or could it be something on my end—maybe a setting I need to adjust?

Comments

  • Eric Murphy
    Eric Murphy Member Posts: 409 Reckon Hall of Famer Reckon Hall of Famer

    I've been logged in for the last couple of hours and it's been ok for me.

    Does it drop out when you're actually working in it or after you've left it alone for a while?

  • Con_7304454
    Con_7304454 Member Posts: 26 Reckoner Reckoner

    Thanks for your reply, Eric. The dropouts usually happen after I’ve moved onto another tab on my browser, even if it’s just for a few minutes. I’ve noticed it tends to be more frequent in the morning than later in the afternoon.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,645 Reckon Community Manager Community Manager

    Hi @Con_7304454

    Do you have a fairly stable internet connection? ie. are there any interruptions with your connection when you notice this occur?

    When it does occur, do you encounter a specific error message on-screen? If so, what is it? A screenshot would be great if you could grab one the next time it happens.

    Also, which browser are you using? Google Chrome is the supported browser with RAH so if you're not already using it, can I please get you to try it out and confirm whether the same behaviour occurs there.

    Your Reckon Accounts Hosted session will timeout after an extended period of idle time where your file is not actively used, I believe that's around an hour. However, if your session is disconnecting after only a few minutes and your connection is stable then that's a little more unusual. Does it occur every day/every time you use Hosted?

  • Con_7304454
    Con_7304454 Member Posts: 26 Reckoner Reckoner

    Hi Rav,

    Thanks for taking an interest in this discussion. The browser I use is Microsoft Edge, but I do have Google Chrome which I use occasionally, I will switch over for the next few days and let you know how I go. As for my internet connection, it is NBN to the premises, and when I'm working, I have a few sites open, and none of the others dropout, only RAH. The dropouts occur every day, so I will keep you posted, and will include screenshots.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,645 Reckon Community Manager Community Manager

    Thanks @Con_7304454, that would be great if you could.

    Fingers crossed you get a better result but if it does occur, can you please note down the date and time you noticed the disconnection and also what you were doing at the time it occurred ie. if you were actively working in the file or something else.

  • Con_7304454
    Con_7304454 Member Posts: 26 Reckoner Reckoner

    I was using RAH on Chrome for a short time, and no issues, jump back to using Edge and within 10 minutes of moving around from tab-to-tab, website-to-website, RAH dropped out and the following was on the screen:

    image.png
  • Rav
    Rav Administrator, Reckon Staff Posts: 14,645 Reckon Community Manager Community Manager

    Thanks for that, that's an interesting observation. Are you running any browser extensions or potentially memory saver settings in Edge that you may not be in Chrome?

  • Con_7304454
    Con_7304454 Member Posts: 26 Reckoner Reckoner

    I only have 2 extentions in Edge, Bitdefender Anti-Tracker which is also in Chrome, and

    "Take Webpage Screenshots Entirely - FireShot" which I don't have in Chrome. Do you think I should reset the settings in Edge? If I do, it will also turn off all extensions and clear temporary data like cookies. Do you think it will make a difference?

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