Reckon Accounts Hosted is constantly logging me off whilst doing a backup, any solution

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John Michael Wardell
John Michael Wardell Member Posts: 16 ✭
edited July 2019 in Accounts Hosted
I have been using accounts hosted since early November and have experienced difficulty in performing backups in that I get a message that my connection has been closed due to inactivity! Is anyone else having this issue? I am on adsl2 with what seems like a good connection speed in that Browser pages quickly open and downloads seem to be easy around 500 kb/s, I ran the Internet Speed gizmo on the site which gave me a result of  1451889830.7448|, any idea what that means?

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  • Rav
    Rav Administrator, Reckon Staff Posts: 15,409 Community Manager Community Manager
    edited February 2017
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    Hi there John,

    That speed result you've mentioned seems a little unusual. Could you please run another speedtest from the Hosted Control Panel and post a screenshot of the result here once it's completed.

    Does this occur each and every time you perform a backup? Or only occasionally?

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  • John Michael Wardell
    John Michael Wardell Member Posts: 16 ✭
    edited July 2019
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    Hi Rav, it makes sense this time!!!!
    Internet speed test resultsYour internet speed is: Above average


    Your download speed is: 3.92 Mbps
    Download data: 7.86 Mb
    Download test time: 16.435 seconds

    Your upload speed is: 0.39 kbps
    Upload data: 8.08 Mb
    Upload test time: 167.55 seconds

    Latency: 50 ms


    Check your internet speed again
  • John Michael Wardell
    John Michael Wardell Member Posts: 16 ✭
    edited July 2019
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    The issue arises almost every time I do a backup.

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,409 Community Manager Community Manager
    edited December 2016
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    Great that speedtest result is looking a lot better! :)

    Quite odd that it's a regular occurrence at the backup stage only, have you had a chat with our Technical Support team as yet?

    If not, give us a call so we can take a closer look into this for you

    Cheers
    Rav

    ℹ️ Stay up to date with important news & announcements for your Reckon software! Click HERE for more info.

  • Bradley
    Bradley Member Posts: 3 ✭
    edited December 2016
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    Hello Rav
    I respectfully don't think the problem has anything to do with the internet speed or otherwise. I am within 100 m of an exchange and my ISP has been amazed at the speeds I achieve with our internet connection.
    I think the problem is that you need to be actively writing new data to the reckon data file. I don't believe backing up the data file is actively writing to the data file.
    I am constantly logged out when I run many reports and do deeper analysis or review of these reports and where I am not actively writing to the data file. I will look at transactions but if I do not change them, and write to the data file, I think it is treating my session as inactive. I have even tried saving these transactions that I look at, even if they are correct rather than cancel out of them, and even this doesn't appear to be recorded as writing to the data file. So, even though I am actively looking and running reports on hosted it treats it as an inactive session because I am not processing new data to the data file.
    Bradley
  • John Michael Wardell
    John Michael Wardell Member Posts: 16 ✭
    edited July 2019
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    I would concur, the system treats me as if I have been inactive, it is a fundamental fault which is as irritating as hell and I wish I had stayed with the standalone version, hosted is slower and more cumbersome in all aspects so far.

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