Problems with disconnecting applications from the hosted service can be ambiguous to troubleshoot, especially if the issue is not happening to all users within your network.
In order to begin troubleshooting such problems, we advise that you follow the steps below to try to isolate the root cause of the problem.
Step 1: Test your connection from your workstation
Please run the
Connection Tester. This will take about 15 minutes to run assuming your connection is well, otherwise, it might take longer. The results will be sent over to us for analysis.
Reasoning: This will help us determine whether your workstation itself might have a bad cable, bad network card, or otherwise bad connection to the internet for some reason.
Step 2: Make sure you have all the necessary patches for your OS
If you are running Windows 7, please run the
System Checker, to ensure that you have the latest patches. Not having those, could delay the login process. If however, you are running Windows 8, or newer Operating System, you can ignore this step.
In either case, also make sure you have the latestWindows updates installed on your system
Step 3: Disable any antivirus or security software
Do you happen to have any Antivirus (or any security software) running on your computer? and if so, please try disabling that temporarily (completely) and see if the issue remains.
Reasoning: This will help us determine whether your security software is interfering with your connection to the hosted service.
Step 4: Watch for the behavior of the disconnection
When you do get disconnected, and you try to log in again, do you complete the login within a 15-minute window? If you're not sure, please make sure to keep track of that time, and if you do connect within the 15-minute window, do you resume your session from where you left off? or do you come back to the application login screen?
Reasoning: A disconnected session will maintain the server session active, but will force log off that session after 15 minutes of being disconnected.
Step 5: Try having a colleague log in to your workstation and vice versa and watch for the problem
If you log in with your own username to the gotomyerp portal while using another computer altogether, do you experience the same problem?
What if you have a colleague log in to your workstation with their credentials, does the problem occur for them on your workstation?
Reasoning: This can help us determine whether the problem is related to the workstation, or your actual login itself
Step 6: Login with a different user to the application itself
If you log in to your hosted application with a different user than the one you usually log in with, would the issue occur?
Reasoning: This could help us determine whether the problem could be related to your actual application login or a more general problem, either with your profile as a whole, or your workstation.
Please be advised that if it is found that your workstation is the root cause of the problem, we will assist on a best effort basis only, and ultimately, this would fall on your local IT to address the problem at that point.