Failed to setup the connection error

System
System Member Posts: 234 Moderator Moderator
in Accounts Hosted
This discussion was created from comments split from: RESOLVED - Failed to setup the connection error - Reckon Accounts Hosted.

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  • CarolP
    CarolP Member Posts: 7 Reckoner Reckoner
    edited July 29

    I have been getting this message regularly. Have been trying for the last half an hour to log back on but no progress.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager
    edited July 29

    Hi @CarolP

    Sorry to hear you're having issues accessing your Hosted service at the moment.

    Can you please head into the Reckon Accounts Hosted control panel and log off any active sessions listed there and the logout entirely (use the Logout option).

    Give it a couple of minutes before trying to login again. Does the same thing occur when you attempt to launch your file after this?

  • CarolP
    CarolP Member Posts: 7 Reckoner Reckoner

    Rav,

    Still the same issue today. This happens at least twice a week. Normally the middle of the day. But I have haven't had it at first log in, in the morning like this.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager

    Which browser are you using?

    Does the same thing occur if you attempt to login using a different browser. Note - Google Chrome is the supported browser with Reckon Accounts Hosted.

    After you logout and log back in does it allow you in or does the error continue to stay on?

  • CarolP
    CarolP Member Posts: 7 Reckoner Reckoner

    Just allowed me in. 15 minutes. We had issues on the weekend also. No, we haven't been using Chrome but I will definitely be trying that next time. Issue generally being we use it all morning and then we can't get back in, around the middle of the day.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager

    Glad to hear you're in at least. Yes, if you could please try switching over to Chrome when possible and let me know if you continue to encounter any errors.

    Hopefully not, but if it does occur again, can you please note down the date & time that you attempted to login and then ran into the error.

    We'll need to obtain a HAR file from you if it continues to occur and there are a few steps to it so it might be best for one of our technicians to have a chat with you.

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