Hosted continually disconnects after 20 mins operation

Legacy KB ID: 5344

Question

Why is Reckon Accounts Hosted disconnecting regularly after about 20 minutes of operation?  It doesn’t matter if I am using it or if it is idle.

Answer

Check the speed and quality of your internet connection.

 

The Issue

Continual dropouts after a short period of time of operation are not normal for Hosted and are not a symptom of a system-wide issue.

The most common cause is the quality and speed of the internet connection or the peculiar behaviour of your modem. 

It is common where a mobile phone is used as a Wi-Fi hotspot. 

 

Workarounds

Check the quality of your internet connection
  1. Connect to the internet normally
  2. On the Hosted Dashboard, click on Test your internet speed
    1. This will open a new tab to the Google Internet speed test
    2. Click on Run Speed Test
    3. Note the speed and text result of the test
Alternatively, you can also use www.speedtest.net for general performance.
  1. If your speed test returns a download speed of less than 2Mbps (2000kbps; 256kBps) then your connection is of insufficient quality to sustain a connection to Reckon Accounts Hosted
If you are using a mobile phone as a WiFi hotspot
  1. Connect your laptop by normal WiFi or by cable to your office network
  2. Run the speed tests again
  3. Compare this speed test to the speed test when connected through your mobile phone
  4. If you intend to connect via a mobile phone regularly speak to your internet service providers for available plans that meet minimum Hosted specifications

If your speed tests are normal but you continue to experience regular disconnections, try with a different modem (or check results between home and office internet connections).

 

When reconnecting to Hosted

When you suffer an abnormal disconnection, only the internet connection is dropped.  Your hosted session remains active. 

When you reconnect to Hosted you may be denied entry as the system still has you logged on and will not allow you to start a new session.

On the Hosted Dashboard:

  1. Click on Control Panel > Log Off Remote Sessions
  2. Under System Maintenance, select Log Off Session to the relevant User ID
  3. Return to the Dashboard and launch Reckon Accounts



  

Need more help?

Ask the Reckon Community at: https://community.reckon.com/

Or Log a Support Ticket: https://www.reckon.com/au/support/

 




How did we do?

Download on Hosted Toolbar does not work

Reckon Accounts Hosted Connection Failed Error

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