Testing your modem for connection integrity to Reckon Accounts Hosted.

Legacy KB ID: 5014

Question

Why does Reckon Accounts Hosted freeze regularly after a short idle period? 

 

Answer

Check the capabilities of your modem

 

The Issue

You may lose connectivity to Reckon Accounts Hosted for many reasons.  One of the reasons is the capability of your modem to sustain a connection to the Hosted Server.  We are aware that some modems act in a way that may break the connection between your PC and the Hosted Server. 

The connection to Reckon Accounts Hosted is not a regular internet connection.  The internet is used to carry signals between your PC and the Hosted Server, but the connection is still a normal computer connection.  Any interruption can cause the connection to drop out and not be automatically restored.  

We have established from reports from Reckon Accounts Hosted users that the following modems cannot sustain a connection to the Hosted Server (this is not an exhaustive list):

·         NetComm 3G15Wn

·         Netcomm NB6Plus4W

·         Dlink DSL-2642B

·         TP-Link TD8960N

 

To check your modem’s ability to sustain a connection to the Hosted Server follow these steps:

1.    Check whether Reckon Accounts Hosted is experiencing a system-wide login or connectivity issue:

a.    Login page may have an Alert Message;

b.    Call Technical Support.

2.    If using a wireless connection, replace it with a wired connection.

3.    Carry out two ping tests, each over 20 minutes (see below for additional instructions):

a.    Ping a public website like www.google.com.au to establish the integrity of your general internet connection:

                                          i.    If the test reveals 100% of packets were successfully sent then there is no issue with your internet connection;

                                         ii.    If the test is not 100% successful, run it again.  If you fail to get a 100% success you should talk with your ISP about the integrity of your internet connection.  

b.    Ping the ReckonAccounts Hosted website: reckon.com.

                                          i.    Do you have any packet losses? 

Even one packet loss will be sufficient to break the connection between your PC and the Hosted Server.  Your modem may not be of sufficient quality to sustain a stable connection to another computer.

                                         ii.    Test another modem.

 

Carrying out a ping test

You will need to carry out a continuous ping test for at least 20 minutes to detect if the behaviour of your modem is causing a disconnection with Reckon Accounts Hosted. 

1.    Open the command prompt:

a.    Press the Windows Key + R;

b.    In the open box, type: cmd

c.    Click OK.

2.    Type: ping www.google.com.au -t > c:\pingtest.txt

Care:  take note of spaces and lack of spaces

3.    Let it run for 20 minutes:

a.    The cursor will disappear from the screen;

b.    Results will be written to the file pingtest.txt on your C Drive

4.    After 20 minutes press Ctrl+C to stop the ping test;

You will see the original file path – eg: c:\users\yourname;

5.    In Windows Explorer go to the C drive and click on the file pingtest.txt.  Open it with Notepad.  You will see a table with multiple lines of Reply from …. and at the bottom of the file, statistics for the test:

Reply from 74.125.237.152: bytes=32 time=2ms TTL=53

Reply from 74.125.237.152: bytes=32 time=2ms TTL=53

Reply from 74.125.237.152: bytes=32 time=2ms TTL=53

 

Ping statistics for 74.125.237.152:

    Packets: Sent = 250, Received = 250, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

    Minimum = 2ms, Maximum = 4ms, Average = 2ms

Ctrl+C

6.    Check that the Packets line contains Lost = 0 (0%)

If you have more than 0 for Lost, then you may not have full integrity on your internet connection.  You should contact your ISP.

7.    Once you have 0 lost packets, repeat the ping test for the Hosted login page: https://hosted.reckon.com

a.    Type:  ping www.reckononline.com.au -t > c:\pingtest2.txt

b.    Run for 20 minutes;

c.    Examine the pingtest2.txt file.

8.    Check that the Packets line contains Lost = 0 (0%)

If you have more than 0 for Lost, then your modem is unable to maintain a steady connection to the Hosted Server.  Please see your IT professional or replace the modem with another.  

Need more help?

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

OR

Raise a Support Ticket: https://www.reckon.com/au/support/ticket/

How did we do?

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