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Hosted continually disconnects after 20 mins operation
ID: 5344 Category: Reckon Accounts Hosted (previously QuickBooks Hosted) Status: Resolved Views: 524


Question:


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





Solution:

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 is not a symptom of a system-wide issue.

The most common cause is the quality and speed of the internet connection, or a 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 in your normal fashion

  2. For general performance go to www.speedtest.net

  3. For specific performance to the Hosted server, on the Hosted Dashboard click on Test your Internet Speed> Check your internet speed

  4. 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 hosted.

If you are using a mobile phone as a WiFi hotspot

  1. Connect your laptop by a 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 Destop:

  1. click on Control Panel > Log Off Remote Sessions;

  2. Under User Sessions, highlight your user and click on Disconnect.

  3. Return to the Dashboard and launch Reckon Accounts. 

  

Need more help?

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

 




Related Issues:
No related issue is available.

Submitted: 10/14/2015 Modified: 11/10/2017


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