Dropouts

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

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

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

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

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

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

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:

Rav

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

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?

Rav

Hey @Con_7304454

Really sorry for missing your last reply! 🥲

I'd start with switching off the extensions first, an easy way to do this would be to just run an incognito browser window in Edge.

How have you gone over the last few days since your last post?

Have you switched over to Chrome full-time or still using Edge?

Con_7304454

Hi Rav,

I've transitioned to using Chrome for both RAH and the Reckon Portal and I've had no issues with RAH, but with Reckon Portal I continue to have the same issues I had in Edge. That said, I’ll give your suggestion of trying Edge in incognito mode a go and see if it makes a difference.

Con_7304454

Hi Rav,

I tested Reckon Accounts Hosted in Edge's incognito mode, but unfortunately it didn’t resolve the issue. Interestingly, when using Chrome, the “Welcome to Reckon Accounts Hosted” launch page stays logged in no matter how long I’m active. In contrast, Edge seems to log out of that page after a certain period. Do you think this may be causing RAH in Edge to dropout?

Rav

That's an interesting observation 🤔 My understanding was that the dashboard screen will timeout after ~20 minutes of inactivity regardless of the browser. My initial feeling is that isn't related but I also don't know why that would be the case, it certainly sounds like Chrome is operating better which I would expect being the supported browser with RAH.

You mentioned above that you're still having issues with the Reckon Portal in Chrome that you were in Edge. Can you give me a bit more detail on that, are you referring to the Reckon Portal that opens up WITHIN your Reckon Accounts Hosted session to upload STP submissions or something else?

MartyHansen

I have the same issue, sometimes it drops out while I'm actually clicking from one thing to the next in reckon hosted. It's very annoying, if I catch it quickly and wait a while, the Profile button blinks for a bit, then it comes back up. Very time wasting when you have a client in front of you waiting to pay his invoice. This has been occurring since the Reckon Hosted 2026 was installed. I use Google chrome, have tried Edge etc, makes no difference. We have FTTN. All other internet activities are fine, no drop outs.

Con_7304454

Hi Rav,

The Edge dashboard logs out after a while, regardless of whether RAH is active or inactive, unlike Chrome, where it remains logged in as long as RAH is open, no matter the usage. The dropouts seem more frequent in the morning compared to the afternoon, so I’ve switched to using Chrome.

Regarding the Portal, it’s the standalone version, not the one within RAH. The issues happen during "fast coding" and are intermittent, which slows down my work and increases overall time. I’ve reached out to Reckon API Support multiple times, and while they make a few suggestions and I apply them, the issue is temporarily resolved.

Con_7304454

Hi Rav, RAH dropped out this morning while I was using Chrome even though the Dashboard is still active; I found the same problem while using Edge during the morning hours.

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