Remote access failing for one user, occuring multiple times daily. Any ideas why?

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Hi there,

We seem to be having a recurring issue with one user where the remote data access seems to crash often, and also it often states he is still in a company when he has previously logged off from that company.

We operate all of our companies via remote access, but it is becoming concerning to have these now (three a day) issues where the user loses remote data access. We are all concerned about losing any data entered and whilst we do regular back up's, we want to avoid any data loss.

Is there any obvious reason for the issue occurring so often with this user? We have five other daily users, who aren't currently having an issue. Is there anything on Windows that could be affecting him and no one else? 

Thanks,
James

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    Hi ,

    Thanks for using Sage City.

    As the issue is only affecting one person - The problem is almost certainly contained to that user's computer, otherwise, the issue would be widespread and would affect multiple users. 

    Are there any error messages being displayed that you can share with us? Or you could check out the help centre for the most common Remote Data Access problems and their resolutions.

    It might also be worthwhile to check the user's computer is suitable to run Sage 50cloud Accounts in our system requirements article

    Without having some error messages to look into - At this stage I can only assume the problem is environmental. The majority of issues we see of this nature are caused by Firewalls, or other security software conflicting with Sage. Take a look at this article for more information on that - Or get back to us with full error messages (if available) and we'll continue troubleshooting with you!

    I hope this is useful. Please click More > Verify Answer if your query is now resolved.

    Have a great day.

    Regards,

    Anth

    Sage UKI.

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  • 0
    SUGGESTED

    Hi ,

    Thanks for using Sage City.

    As the issue is only affecting one person - The problem is almost certainly contained to that user's computer, otherwise, the issue would be widespread and would affect multiple users. 

    Are there any error messages being displayed that you can share with us? Or you could check out the help centre for the most common Remote Data Access problems and their resolutions.

    It might also be worthwhile to check the user's computer is suitable to run Sage 50cloud Accounts in our system requirements article

    Without having some error messages to look into - At this stage I can only assume the problem is environmental. The majority of issues we see of this nature are caused by Firewalls, or other security software conflicting with Sage. Take a look at this article for more information on that - Or get back to us with full error messages (if available) and we'll continue troubleshooting with you!

    I hope this is useful. Please click More > Verify Answer if your query is now resolved.

    Have a great day.

    Regards,

    Anth

    Sage UKI.

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