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This is something that we do see every once in a while, but rather than calling us, you can actually save time and reset any stuck connections yourself using our client portal.
If this is your first time using this service, you will need to select Logon With Account Details to register on our portal. Otherwise, log on as normal. (If you don’t know your customer details to enter into this screen, please contact us and we’ll be happy to provide them.) After registering for the first time, you will be asked to create an account on our portal. Please fill in the details to register an email and password.
Once you have logged on, select ‘Hosted Connections’ from the list of options.
You will then be taken to the following screen.
You can use this screen to view current active hosted connections, and if there is a live one, a red force log-off button will become visible.
It may be that you can see more than 1 live connection. If so, then please be sure to check the ‘Username’ column to make sure it’s your session that you are terminating rather than one of your colleagues!
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