time out

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  • Problem
  • Updated 1 day ago
These system now times out very quickly, this has changed in the last few days. It previously was 2 hours or more.

How can this be extended, this is now very frustrating
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Peter

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Posted 3 weeks ago

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Rav, Community Manager

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Peter,
Are you referring to being timed out while working in your FILE itself?

The launch page will timeout after a period of time however there should not be any interruptions when you're in the file itself unless there is any interruption in the internet connection.
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Jenni

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I am also getting a time out and you have to log in all over again. It's been happening since Tuesday 25th. Even when you are in a file.
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Rav, Community Manager

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Jenni,
Are you connected via Wi-Fi? Is there any difference if you connect directly via ethernet cable?

What is your internet speed like? 

Would be good to rule out any network connectivity aspects that might be contributing to this.
(Edited)
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Jenni

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I'm connected directly with ethernet
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Donna Pinnell

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I'm also connected directly with internet on NBN. My co worker was having this same problem yesterday, but I was fine. Now I'm having it also.  The page goes black and the error message reads Session has timed out

This is not a message we have ever seen before. We've cleared caches, dumped cookies, checked we have the latest browser version, made sure our OS is up to date, etc.  It can time out if you switch screens for less than a minute to check the information you wanted to type into the Reckon file.  I work in the Reckon system all day, and the file has never timed out before.
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Peter

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Hi, Connected via cable, all our users are having the same issue at different times. A window appears saying you have been timed out of the file
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Roslyn

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I am also having the same issue this week.  I did not have this problem of timing out before this week.  It is very annoying.  I am connected to NBN and have had my IT guy have a look at the internet and it is definitely NOT causing the program to time out.  
Is there anyway this can be (1) extended; or (2) delete the time out period all together.
Thanks

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Rav, Community Manager

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Let me clarify.
Are you all receiving this below error message?



If yes AND you're using Google Chrome as your browser, please do the following -

There is 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. 

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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Donna Pinnell

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No, I am using Chrome and not getting this message. I am getting same box, but the message says  Session has timed out  with an X to close the box, same as your picture.
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Peter

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No, same details as Donna, Chrome and session timed out

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Ray

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Mine is also timing out, sometimes in a matter of minutes. Same message as above, only started a week ago. At times I can get back in by closing the message box and clicking login, other times I have to go right through the login procedure with password.
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Jenni

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I get the same message as Donna, Error: Session has timed out. I don't even bother logging in now until I need to use Reckon because I'll only need to do it anyway. Extremely frustrating when you leave the screen for a couple of minutes, then have to log back in again.

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Rav, Community Manager

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I've been doing some testing on this and can't seem to replicate this error.

Can you please attach a screenshot of the error message and the URL listed on your browser at the time of the error if it occurs again BELOW THIS POST.
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Dale Steedman

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Rav it's pretty astounding that you have no idea about this error. We are getting it after a reasonable amount of time unlike some others but it's still a big problem. I got it when backing up on the weekend and we got it yesterday when doing the statements. After a certain period of time the "Error: Session has timed" out appears. If you're still logged into your account you can launch Reckon again and it will take you to where it left off. However what happened to us yesterday is that we didn't notice the time out and were subsequently logged out of Reckon so when we logged back in the create statements window was gone and we had to start again. So what is so frustrating about that is that surely creating statements is an activity. You can't use your Reckon while it is creating statements so why would it consider this to be no activity and time out? Unfortunately it's just another frustrating aspect of using Reckon.  
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Dale Steedman

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Hi Rav, I have a screen shot in a word or pdf doc but how do I attach it here? 
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Dale Steedman

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Another update - I had a session time out when I had not been using the file for maybe 45 min so I can understand why that might happen. I was also logged out of Reckon due to inactivity which also happens and is not unusual. However I logged in again and launched Reckon but when I entered my user name and password I got a failed message - this user is already logged in. So I had to go to the control panel to log myself out even though Reckon said I was logged out. I have a screen shot of this too if it helps.
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Pat Hobson

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Dale I am suffering the same frustrations as you and it seems to have become worse in the last 3 weeks or so. We just need to be able to alter the length of time before the system kicks us off due to inactivity. Surely, in this day and age this is not too great an ask?!!
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Roslyn

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Hi Rav, I tried what you suggested above but still having the logging out problem.  It just logged out in 30 mins.  I can't work out how to do a screen shot of the message.  I have tried Ctrl+Alt+PrtScn but it will not paste into this message box.  The screen is black and there is a message box "Session has timed out" in the middle of the screen.  This has only started happening recently.  Another annoying issue with Reckon Hosted ...
Thanks for your help.


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Donna Pinnell

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The error message is shown as below (it just happened again!):
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Peter

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and now it has timed me out again, had to reset everything as it advised i was still logged it when i tried to login again.

getting very frustrating
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Roslyn

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I first noticed it occurring a week or two ago.  Yes, it only happens when left sitting idle for a short period.  Sometimes only a matter of 10 minutes or so, other times a little longer. 
I have to go through the whole log in process (which is lengthy) including passwords each time this happens to me.
(Edited)
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Jenni

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Yes I too first noticed it on Tuesday last week (25.09) it times out at different times, sometimes after less than 2 minutes without activity, other times is it can be up to an hour. It's very frustrating having to log in every time!
I get this too but just in the last week or so
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Amy

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This is happening to me today. Then i can't log in again even when I log off remote sessions as apparently i am still logged on.
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Leica Dromgool

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This is happening to me recently too. So frustrating! 
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Trish

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Yes, this is happening to me as well, and has been happening for the last week. Session keeps timing out, sometimes only after half an hour or so. Very frustrating having to log back in each time.

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Trish

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still happening to me - very very frustrating!!
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Jenni

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I'm thinking of trying to convince the boss to change to MYOB.... it's getting that maddening. I can't believe that a) they haven't fixed the problem b) They can't seem to find the problem, when so many people are having it, it's obviously not an isolated incident.
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Debbie

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This is also happening to me. I work on Reckon all day and if i'm not active for a while it logs me out. This never used to happen. 
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Rav, Community Manager

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Hi all,
I've been speaking to our Hosted team about this. For those who are experiencing this timeout message after LESS than 1 hour since your last use/activity in your Reckon Accounts Hosted file itself, I'd like to get some more information from you if you're willing.

The next time you encounter this message, can I please get you to provide the following details and shoot them through to me at community@reckon.com

  • User name/user ID:
  • Exact date & time of timeout message:
  • How long Hosted was left idle (ie. 5 mins, 10mins, 30mins etc.. Must be less than 1 hour):
  • What you were doing at the time of receiving this message (ie. using another program on the same PC, PC was idle, using Hosted actively):
  • Did your PC go into Standby/Hibernate mode between your last use of Hosted and receiving the timeout message: Yes/No
  • Internet Service Provider & connection method (ie. ethernet, Wi-Fi, mobile internet):
  • Which browser you're using with Hosted (ie. Google Chrome, Mozilla Firefox):
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Rav, Community Manager

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Thanks for sending your examples through Jenni and more recently, Gemma.
I'm not asking you to send multiple emails. We need info at the time of the logout to assist investigation as to why this is occurring and affecting some users and not others.

Thanks.
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Debbie

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Rav. I have just been timed out. (2nd time this morning) All I was doing at the time was reading these Reckon responses via Outlook. My computer did not go into hibernation. I was logged in via Google Chrome. My idle time would have been less than 20 min.
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Rav, Community Manager

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Hi Debbie,
Can you please send me these details including your User ID to the email address listed in my post above. Your User ID is essential so that we can identify affected users and investigate.
(Edited)
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Debbie

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Emailed sent to you with the details.
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Belinda Smith

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Mine has been timing out too for the last week or two. Not while I'm on it, but when I'm working on something else, then I can't get back in. Even after Logging out etc etc. Using Firefox. The timing out is bad enough, but not being able to reconnect is WORSE
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Wendy

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I am having the same problem, not sure exactly how long ago it started, but not long ago (maybe a month or two?). It's very frustrating, and I would like you to confirm whether something has been changed. It's fine to ask us to get all this information, but I don't often keep track of the exact time I last used Reckon, as I swap back and forth to other applications frequently. I have had the issue at least twice today (currently 1:38 pm). I use Google Chrome, wi-fi. 
May I ask why are you specify that the time in the testing needs to be less than 1 hour? 

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Wendy

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Outcome of my 3rd call to the helpdesk for this issue, after telling the person that this was my third call & that I had done everything requested on the previous calls, and he was silent for a while reading the notes: 1. You should clear your browser history (that's what I did yesterday) 2. You should change your hosted password. Wow! I queried this for a while, but he assured me it needed to be done. 3. He had experienced timeouts as well. He said it is a normal setting in Reckon to timeout after 15 or 20 minutes, so if I just go to the web page every 15 minutes, that will stop it happening. Why I would bother changing my password if this is the case, I really don't understand. 
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Belinda Smith

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I'm using Firefox and same issue. VERY frustrating
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Pat Hobson

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I am using Microsoft Edge and have the same issue.
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Roslyn

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It does not seem to make a difference what you are using or what your internet connection is.  Everyone across the board are having the same problems ...
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JO-ANNE

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same issue here and just lost a big invoice I was preparing. I'm using Chrome, it has been happening for about 2 weeks
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Debbie

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This has happened to me 5 times today. The Idle time varies.

We use Ethernet cabling and Google chrome.

I think the problem started after your last upgrade/update when you changed something with the payroll in the beginning of September.

The idle time was never an issue before. I never used to get logged out.




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Gemma White

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This reply was created from a merged topic originally titled Session Timed out.

Hi Rav, we have done everything that was asked of us also and it makes no difference my internet is fine as we have many other programs opened and using as well and don't have issues with them. It has only started in ten past 10 days or so
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Linda Putland, Accredited Partner

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Hi Rav - not sure if you have made changes today?  this was happening to me heaps last week - bu haven't had it happen yet today? 
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Gemma White

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Hi , when i called the helpline we were told that no body else has this issue and its something wrong our end!!! We were told our file may be too big. If this is the issue Rav please advise us so i can use a program that can handle our files. But then now i can see that there is a few people having the same issues. 
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Lorraine

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Have just read the Time out issue which started becoming a problem for us last week as well. I just want to know how to turn off timed out. It is very usual to have big gaps at times of more than an hour. However when my phone rings i need immediate access to all info. It's just embarrassing to say...just wait just wait so that I can get your details whilst getting back onto Reckon 
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Gemma White

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Gee Lorraine, surely all of us can't have files too big for Reckon to handle???:) Maybe too big a file is not the problem Reckon?
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Lorraine

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I agree Gemma. 
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Rav, Community Manager

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Hi all,
Thanks to everyone who has sent through their details on this, I've received 3 emails with specific details and I've sent this to our Hosted product manager to further investigate on our end. 

In regard to file size, this has no bearing however if you're running a larger file I'd recommend conducting regular maintenance to ensure you're getting the best efficiency.

I'll keep you updated as soon as I have further information from the Hosted team. 
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Jenni

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Damn it, in the time it took to write the above comment, it timed out! Seriously this is getting bloody ridiculous... there has to be a solution soon
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Trish

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Happening to me on Internet Explorer as well !!!
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Moana

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Its happening in our office, and its so annoying, please fix asap.  Its not isolated and its none of what Rav has suggested
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Stephanie, Accredited Partner

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Any update on this Rav? I have a client badly affected by this as well. 20 minutes timeout due to inactivity which is highly frustrating.
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John McGrath

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Hi Rav, this issue is clearly a hosted issue, not browser based. It has only been happening since the last major update, so i suggest it is Reckon trying to preserve server space or load. The "regular maintenance" link you provided above is ancient history in computer terms "Windows XP, Vista & Windows 7" Really! No mention of windows 10 and these instruction relate to PC hosted company files. 
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VM

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Screenshot of timed out message
chrome

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Linda Putland, Accredited Partner

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Can confirm its happening in Opera and Firefox too... :( only started a week or so ago as others have said..