Bank Feed Timing Out Since Jan 21

[nduro]

Our bank feeds are timing out since returning to work this year in January. We are experiencing daily timeout on bank feeds retrieval.

After multiple tries and refreshing it eventually loads.

Are you able to assist please?

We are using AR 2020.4.2

Thanks, Nathan

[Melisa_D]

Hi @nduro, 

Thank you for your post. To troubleshoot, can you please clear your AccountRight cache, once cleared can you please check to see if bank feeds times out. (Note; if the clearing cache window does not show all steps please refresh the window or copy the link in a different browser).

Please do let me know how you go. 

[nduro]

Hi Melissa,

Thanks for the idea. I will try this and come back to you.

Is clearing the Cache based on each individual users computer? Each computer has its on cache file or are they linked?

Thanks

Nathan

[Melisa_D]

Hi @nduro, 

You can clear the cache on each individual computer that is running AccountRight.

[nduro]

Hi Melisa,

I tried the "clear cache" on my local computer, but still got the "timeout" on first try.

Any other ideas?

Thanks,

Nathan

[Komal_S]

Hi @nduro 

The timeouts on bank feeds can also happen if the previous reconciliations have not been approved and a lot of retrieved transactions are still sitting as "unapproved". Therefore, my first recommendation would be to complete reconciliation for the previous periods and if the issue is still unresolved, try uploading your file online temporarily  (File>>Go online(Upload this file) ) and then try to get the bank feed transactions again.

Let us know how you go on.

[nduro]

Hi @Melisa_D and @Komal_S ,

Thanks. We just started using bank feed last year. The way it has been used so far is Download the transactions, enter, match and Approve or Hide them. Then we refresh the Bank Feeds page and they go away.

Investigating further, I can now see that the actual 'Reconcile Account' feature has never been used by the business since the being. Its says last reconciled 2003. There is data in there all the way back from 2003 and its way out of balance.

I presume this would slow down and effect the Bank Feeds?

From what I read, this could be messy and hard to fix or bring up to date? Any ideas?

Thanks

Nathan

[Komal_S]

Hi @nduro 

Please note that Bank feeds are just a tool for assisting in reconciliation but actual reconciliation needs to be completed from Reconcile Accounts window. If that has not been done since 2003, that would be the reason your bank feeds are timing out. Therefore, our recommendation would be to complete the previous reconciliation before attempting to get new feeds.

If the previous reconciliations are out of balance, you can speak to an accountant to check if putting a journal will make them balance and then slowly work your way up. It will consume time to reconcile all those previous years depending on how much amount it's out by, however, this will be the cleanest way of getting new feeds without any issues going forward.

Feel free to reach out should you have further questions on this. 

[nduro]

Hi @Komal_S 

Thanks.

I spoke to account and he agreed about Journals.

He asked me to check first "Ask MYOB first if we can just balance @ 30/6/20 only (don’t open any previous years) will this fix problem – if so then do correct reconciliation from then on – this will save a mountain of time." ??

Thanks Nathan

[Komal_S · Accepted solution]

Hi @nduro 

Ideally, it should work ( bank statement date can be any date including the financial year period). However, it also depends on the volume of transactions in the file. If you're trying to reconcile from a previous period to 2020 all at once, the system can timeout if there are a lot of transactions in which case you might have to break down reconciliation into batches.

I would also recommend taking a backup of your file before attempting this as you can easily restore that copy in case of any errors.