My Session Is Frozen!

My Session Is Frozen!

Problem:
  • When you try to click in your session, nothing happens. Your screen seems to be there, but you cannot click anywhere.
  • Your session seems to be unresponsive even when you disconnect, and reboot your computer, and then reconnect. 

Reason:
There could be multiple reasons for this:
  • Your computer and the client you are using may be having problems, and are interfering with your session.
  • Your session (this is mostly known with Quickbooks) will actually freeze, or more likely, Quickbooks will simply stop responding. This happens with Quickbooks occasionally, and the only way around it, is to restart the application.

Solution:
When your session freezes, you have a few options to resolve this situation:
  • You can disconnect from your session, and wait for 15 minutes. Most client sessions are configured to automatically completely log off a disconnected session within that period of time.
  • You can force your session to log off completely. On your portal, you should see an icon like the following:
When you launch this tool, you will be asked if you really want to log off your session. When you click "Yes", your whole session will be forced to log off, and you'll be clear to log right back in.
  • If the above options don't work, please contact support for assistance, and we will be happy to assist you in releasing your  session.
Note: The Force Session LogOff feature is still being rolled out. If you find the need to use it, and it is not on your portal, please submit a support ticket, and our team will make sure to roll it out on your portal.

**For more information on this utility, and the Quickbooks specific utility, please see this article

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