Session with host being continually disconnected

NarelleNarelle Member Posts: 10
edited July 2020 in Accounts Hosted
We are using Reckon Accounts Hosted in Multi User but continually keep being kicked out of the session with the following:
"Session with Host 10.62.164.27 has been disconnected.  This session was replaced."

Is anyone else experiencing this issue this morning?

Comments

  • Annmarie RosengrenAnnmarie Rosengren Member Posts: 4
    edited June 2019
    We are having similar problems.  We can't open multiple companies since yesterday and comes up with the message
    "The session with host "10.62.165.127" has been disconnected. The session was replaced."

  • RavRav Administrator Posts: 9,878 Administrator
    edited June 2019
    Hi Narelle and Annmarie,
    Are the additional users who are logging in using their own/separate User ID & password?
    There shouldn't be any issues if each user has their own user ID/login.

    Let me know.
  • NarelleNarelle Member Posts: 10
    edited June 2019
    Hi Rav, each user has their own user name / password for each company profile.  We use the one company login for all users (3 in total) and then they then work in their chosen company with their profile.  This hasn't changed since we started using Accounts Hosted & was working up until last week.  Can't say if it was happening yesterday as I only had 1 person working. Your urgent attention to this is appreciated. 
  • Annmarie RosengrenAnnmarie Rosengren Member Posts: 4
    edited June 2019

    Hi Rav,  We operate a group of companies so I often have 3 or more company files open at the same time.  Usually I just Launch Accounts and it brings up a new tab, and I can choose a new company – thus able to have multiple companies open at the same time.  This function stopped working yesterday, if I go to launch accounts it disconnects the company I am in and relaunches it on another tab.

     We all have separate user id/log ins

  • NarelleNarelle Member Posts: 10
    edited June 2019
    Hi again Rav - just to let you know the gateway to Single Touch Payroll is also affected as we were trying to upload STP files that came back with an error stating either ATO or SBR Reckon (can't remember exact wording) gateway was not available
  • RavRav Administrator Posts: 9,878 Administrator
    edited June 2019
    Guys I need to clarify, are your users operating different user ID's ie. logins to the Hosted service itself? This is SEPARATE from company file admin logins.
    If they are sharing logins to the Hosted service itself then this is where you're running into trouble.

    To have multiple users access Hosted, each user needs to have their own User ID.
    If you have multiple users attempting to log in with the same Hosted User ID, only one user will be able to be logged into Hosted, if a second user attempts to log in using the same User ID, the first user's session will be replaced.

    Recently we found an issue where in some cases Hosted was allowing multiple simultaneous sessions under the same User ID and during our maintenance over the weekend we released an update to Hosted that resolved this issue. This also affects opening multiple files in the one session.

    If you require more than one user to have access to Hosted, each user will need to have their own Hosted License, to add an additional Hosted License, log into the Hosted dashboard, click 'Control Panel', then select 'Add User'.

    Narelle - yes the ATO's SBR2 service which is used for STP transmissions is currently down. They've advised they are working on it and we hope to see it back up very soon.
  • Annmarie RosengrenAnnmarie Rosengren Member Posts: 4
    edited June 2019
    Hi Rav, to clarify.  We all have separate logins for Hosted, as well as separate logins for individual company files.
    Can you confirm that one user is not able to have more than one company file open at a time?  
  • NarelleNarelle Member Posts: 10
    edited June 2019
    Rav - it's not a case of "recently finding"- this Access has always been allowed. If you are now going to charge each user for a licence Reckon should be discounting the fees - this hasn't been communicated to your clients and I believe this will mean that you are going to have a huge backlash.  We could purchase a desktop licence for 5 users annually for less than it is going to cost us for 2 user licences now.  This is disgusting.  I have another licence available (luckily) but I will be reviewing staying with Reckon now.  A very unhappy client.
  • RavRav Administrator Posts: 9,878 Administrator
    edited June 2019
    Annmarie -
    Can you confirm that one user is not able to have more than one company file open at a time?
    I've just confirmed with the Hosted team that opening multiple files in the one session is not available. The current file you're working on needs to be closed prior to the next being opened.

    Narelle -
    it's not a case of "recently finding"- this Access has always been allowed.
    Unfortunately, this isn't correct, Hosted has always been a 'one user, one user ID' subscription and with the update over the weekend this has returned to normal design by resolving the issue which allowed multiple simultaneous sessions under the same User ID.
  • Michelle Lee NusseMichelle Lee Nusse Member Posts: 2
    edited June 2019
    We are having exactly the same issue. It appears staff cannot access two data files at the same time. Reckon kicks out the other file that is open - with the following messaqe: The session with host "10.62.165.233" has been disconnected. The session was replaced. I have cleared the cache and rebooted - no change
  • NarelleNarelle Member Posts: 10
    edited June 2019
    Rav, I have to disagree - how can something return to its normal design when it was never set up like that?  Still a very, very unhappy client today.  I've got 2 licences but feel that to purchase a further 2 outweighs the benefits of being hosted in the cloud - considering the fact that the platform hasn't changed much over the last 5-6 years since its last major update.  
  • Annmarie RosengrenAnnmarie Rosengren Member Posts: 4
    edited June 2019
    I don't believe that the fix that was performed will enhance Reckon usage - rather it has taken a step backwards.  With multiple companies, there are numerous transactions to record via inter-company accounts.  Having more than one company open at a time makes this process very easy and reduces errors by being able to view simultaneous transactions across companies.  This is still one user, one ID.
    This fix is now detrimental to work flow.
    To clarify - if I want to have more than one company open at a time I would need to purchase more licences?
  • Emma WhiteEmma White Member Posts: 23
    edited June 2019
    Yes we just started getting this same problem - is there any solutions yet ? Error message below

    The session with host "10.62.165.36" has been disconnected. The session was replaced.

  • BarbaraBarbara Member Posts: 19 ✭
    edited June 2019
    I am the same, require two files open to do intercompany reconciliations
  • Emma WhiteEmma White Member Posts: 23
    edited June 2019
    This is seriously annoying and to see it was reported 3 hours ago and still not fixed.  Please work on fixing it Rav and not disagreeing about users etc !   

    So glad to be moving away from Reckon soon.   
  • JeanneJeanne Member Posts: 5
    edited June 2019
    We are also being kicked out.  We have 2 subscriptions and can only have one user on at a time today.
  • banknzbanknz Member Posts: 1
    edited June 2019
    i had half hour waitting time from the phone and no one answer ,,i have same trouble ,make problem for my business now ,
  • Emma WhiteEmma White Member Posts: 23
    edited June 2019
    Rav - what is happening - this is still not fixed

    The session with host "10.62.164.170" has been disconnected. The session was replaced.
  • dennis.wiffriedennis.wiffrie Member Posts: 1
    edited June 2019
    ok, so if this is correct, then you are essentially asking clients to pay TWICE the price of their desktop/premier version and getting NO ADDITIONAL functionality. Why do you think people actually signed up? My client has 2 datafiles they want to have open at the same time, as of your so-called "update" this weekend this is no longer possible. I could have done this in MYOB at over $500 per year LESS.
  • RavRav Administrator Posts: 9,878 Administrator
    edited June 2019
    Hi Emma,
    Did you check out my posts above?
  • BarbaraBarbara Member Posts: 19 ✭
    edited June 2019
    Hi Rav, your comments above dont resolve the situation. Can you please escalate this with the development team please
  • Emma WhiteEmma White Member Posts: 23
    edited June 2019
    Rav - as per Barbara it is not resolved.  This is so frustating
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