Keep getting kicked out with the above error
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344 Points
- frustrated
Posted 8 months ago
Rav, Community Manager
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67,640 Points
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344 Points
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344 Points
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190 Points
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114 Points
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270 Points
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180 Points
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170 Points
Rav, Community Manager
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67,640 Points
Hi guys,
I've been speaking to our Hosted team about this issue and we've been trying to simulate some of your reports. At this stage unfortunately we can't replicate it.
For those who have mentioned that this occurs when you go into another tab, can you let me know if that tab you're going to is forcing a refresh of your browser? On that other tab(s), are you going to multiple websites or just one before coming back to the Hosted tab?
How long are you off the Hosted tab before coming back to it and then experiencing this problem? A few seconds, a few minutes, longer than an hour etc.
Just need to gather info around this to determine any commonalities, if you can let me know by replying below this post that would be great.
I've been speaking to our Hosted team about this issue and we've been trying to simulate some of your reports. At this stage unfortunately we can't replicate it.
For those who have mentioned that this occurs when you go into another tab, can you let me know if that tab you're going to is forcing a refresh of your browser? On that other tab(s), are you going to multiple websites or just one before coming back to the Hosted tab?
How long are you off the Hosted tab before coming back to it and then experiencing this problem? A few seconds, a few minutes, longer than an hour etc.
Just need to gather info around this to determine any commonalities, if you can let me know by replying below this post that would be great.
Rav, Community Manager
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67,640 Points
Hi all,
Just been chatting with our Support Manager about this as he's come across a Chrome browser setting which *might* be a potential cause to what you're experiencing, particularly since a common trend has been that you're going to another tab and then receiving this error.
I say *might* above because we can't make any promises that this is actually the cause of the problem and we still cannot replicate this behaviour. Nonetheless, its worth taking a look at in the very least.
There's a setting in Chrome which allows tabs to get automatically discarded from memory when the system memory is low. Discarded tabs are still visible on the tab strip at the top but the key difference is, they get reloaded/refreshed when clicked on.
You cannot refresh the page when in Hosted as its a live environment and will result in an error.
Copy and paste this into the address bar in your Chrome browser:
chrome://flags/#automatic-tab-discarding
Disable this feature and relaunch the browser as prompted.
Go into Reckon Accounts Hosted, and see if the problem is solved or persists.
Please be aware since this is a Chrome browser setting and not unique to Reckon Accounts Hosted, any changes made here will affect the browser itself ie. all websites.
Just been chatting with our Support Manager about this as he's come across a Chrome browser setting which *might* be a potential cause to what you're experiencing, particularly since a common trend has been that you're going to another tab and then receiving this error.
I say *might* above because we can't make any promises that this is actually the cause of the problem and we still cannot replicate this behaviour. Nonetheless, its worth taking a look at in the very least.
There's a setting in Chrome which allows tabs to get automatically discarded from memory when the system memory is low. Discarded tabs are still visible on the tab strip at the top but the key difference is, they get reloaded/refreshed when clicked on.
You cannot refresh the page when in Hosted as its a live environment and will result in an error.
Copy and paste this into the address bar in your Chrome browser:
chrome://flags/#automatic-tab-discarding
Disable this feature and relaunch the browser as prompted.
Go into Reckon Accounts Hosted, and see if the problem is solved or persists.
Please be aware since this is a Chrome browser setting and not unique to Reckon Accounts Hosted, any changes made here will affect the browser itself ie. all websites.
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270 Points
DONE! let's see how we go!
Thanks Rav :)
Thanks Rav :)
Rav, Community Manager
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67,640 Points
Hi Daniela,
Just curious, have you noticed any improvement (or not) since making this setting change?
Just curious, have you noticed any improvement (or not) since making this setting change?
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344 Points
fingers crossed - but have not had ANY problems since making the change
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270 Points
Hi Rav!
Since I changed the settings I’ve had any problems!!! :)
Since I changed the settings I’ve had any problems!!! :)
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344 Points
Hey Rav
nothing specific as above, it could be just a minute or could be 10, it could be to another web page or just to my C drive - the common denominator though does seem to be Chrome - can they look at that
thanks
nothing specific as above, it could be just a minute or could be 10, it could be to another web page or just to my C drive - the common denominator though does seem to be Chrome - can they look at that
thanks
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170 Points
I work at home on a Windows based computer & when I go in to the office it's a Mac. I have noticed that I have the issue more on the Windows based computer, with the Mac only booting me out after 5 or so minutes of not using it. My Windows computer can be a matter of seconds of going to another tab or to my 'C' drive.
Rav, Community Manager
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67,498 Points
Hi Carol,
Are you using a particular browser across those two PC's or does it differ between the two?
Can you please advise the specific browser's you're using AND the version numbers.
For example, if you're using Google Chrome -
Are you using a particular browser across those two PC's or does it differ between the two?
Can you please advise the specific browser's you're using AND the version numbers.
For example, if you're using Google Chrome -
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170 Points
When I go in to settings I don't get the 'About Chrome' section, so how else can I check this information Rav?
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170 Points
I found it, not under 'Settings' but under 'Help' which takes you to settings & advises the details though you cannot see it if you just go to settings (makes not sense, but hey):
Version 67.0.3396.99 (Official Build) (64-bit)
Version 67.0.3396.99 (Official Build) (64-bit)
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2,816 Points
Hi Rav,
This has been happening to us for several weeks now and I notice it seems to happen when I open pages like FaceBook. Hope this helps to resolve the issue quickly.
This has been happening to us for several weeks now and I notice it seems to happen when I open pages like FaceBook. Hope this helps to resolve the issue quickly.
Rav, Community Manager
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67,498 Points
Hi Kerrie,
By several weeks, do you mean BEFORE Reckon Accounts Hosted 2018 was released? Is it the same error message that you're referring to?
By several weeks, do you mean BEFORE Reckon Accounts Hosted 2018 was released? Is it the same error message that you're referring to?
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2,816 Points
Hi Rav,
Yes this is the error, it has definately been happening regularly since the new release and I think it may have happened a couple of times before but cannot really remember. I noticed it seemed to happen after I would open facebook or abc news etc but having said that I opened them both now to see if I could replicate the error but it hasn't happened. I am using chrome.
Yes this is the error, it has definately been happening regularly since the new release and I think it may have happened a couple of times before but cannot really remember. I noticed it seemed to happen after I would open facebook or abc news etc but having said that I opened them both now to see if I could replicate the error but it hasn't happened. I am using chrome.
Rav, Community Manager
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67,498 Points
Hi Kerrie,
Can you let me know which version of Chrome you're currently running?
Example -
Can you let me know which version of Chrome you're currently running?
Example -
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2,816 Points
Hi Rav,
Version 67.0.3396.99 (Official Build) (64-bit). I haven't had any errors today, but will keep a log in future and maybe a screen shot of what tabs I have open at the time, if that helps.
Version 67.0.3396.99 (Official Build) (64-bit). I haven't had any errors today, but will keep a log in future and maybe a screen shot of what tabs I have open at the time, if that helps.
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2,816 Points
Hi Rav,
I have just got the gateway failed error and think it is because I have been doing other things for the last half and hour and left it idol.
I have just got the gateway failed error and think it is because I have been doing other things for the last half and hour and left it idol.
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170 Points
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180 Points
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336 Points
Is there any resolution to this? It is absolutely ridiculous and I find it very difficult to believe you cannot replicate the problem when it happens every. single. time. you view a different tab in the Chrome browser.
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336 Points
Google Chrome is up to date
Version 67.0.3396.99 (Official Build) (32-bit)
^ This is my version
Version 67.0.3396.99 (Official Build) (32-bit)
^ This is my version
Rav, Community Manager
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67,640 Points
Beth,
For the sake of transparency and so that you know I'm being above board to my earlier claim of not being able to replicate this, I've just logged into Hosted and taken this capture which shows successful switching between several tabs, coming back to Hosted, going to an external website on a new tab and coming back to Hosted without any disconnections.
For the sake of transparency and so that you know I'm being above board to my earlier claim of not being able to replicate this, I've just logged into Hosted and taken this capture which shows successful switching between several tabs, coming back to Hosted, going to an external website on a new tab and coming back to Hosted without any disconnections.
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170 Points
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142 Points
Rav, Community Manager
Did you try the above steps I listed above?
Sue -
Can you please try clearing your browser cache and cookies then close your browser and retry. Is there any change after this?
SUE GREEN
Carol Emerton
SUE GREEN
In an effort to to restore access for users who are unable to login to Reckon Accounts Hosted, we are deploying a new server environment which will not only rectify the access issue but also bring in streamlined workflow processes in various areas such as printing, copy/paste and added stability.
This is now live and Reckon Accounts Hosted services are back online.
The introduction of this new environment has been in our plans for release this year, and we've brought it forward in an effort to expedite a resolution to access issues affecting some Hosted users at the moment.
Could the tech's perhaps review the new platform??
SUE GREEN
In an effort to to restore access for users who are unable to login to Reckon Accounts Hosted, we are deploying a new server environment which will not only rectify the access issue but also bring in streamlined workflow processes in various areas such as printing, copy/paste and added stability.
This is now live and Reckon Accounts Hosted services are back online.
The introduction of this new environment has been in our plans for release this year, and we've brought it forward in an effort to expedite a resolution to access issues affecting some Hosted users at the moment.
Could the tech's perhaps review the new platform??