Hi AHK, 

Thanks for reaching out. We've got a conversation with troubleshooting resources on this post here. I'd suggest reviewing the suggestions and listing what you've tried.

Warm Regards, 
Erzsi

Hi Erzsi, Thank you for your guidance, Have been done, but to no avail.  Sage dial is not as cooperative as they are supposed to be.......  Please note that I can open sage drive to download old companies, but can not Upload/Share  new company with updated version 2020.2 on Remote Data Access.

Will appreciate your referring my case to some technical department who can solve this issue.

Best Regards/AHK

Hi AHK, 

Is this concerning your account GIT with account ending #40xxxxxx475? I see Sage 50 CA on there. I've forwarded your comment to the Sage 50 support team to see if they can have someone reach out internationally at the phone number listed on your account ending 009xx-xxxxx625. Will update you with any news. 

Warm Regards, 
Erzsi

Hi Erzsi,

Thank you and Yes Azzano called me but due to time difference our office was closed for the day, so he emailed instructions, which I followed but did not succeed. I have informed him and let me hope he comes up with some other suggestions.

Best Regards/AHK

Hi Erzsi,

Your Chat and Call support are not able to help. 

Will you please forward my case to some senior Annalist, or If possible suggest any other alternate 'method'.

Best Regards/AHK

Hi AHK, 

Thank you for the update, I've sent a follow up to the team asking that a callback be scheduled. Should be able to update you shortly.

Warm Regards, 
Erzsi

Erzsi Thank you,

Awaiting call from callbacks.

Best Regards/AHK

Erzsi Thank you,

Awaiting call from callbacks.

Best Regards/AHK

Hi Eszi,

Through the help of yr chat supporter -Erika, was able to SHARE company, but not able to access this company from my other locations, whereby restricting my  operations. 

Please advise/direct my problem to concerned persons.

Best Regards/AHK

Hi AHK, 

I see that you were on chat today. Noting the 10 hour time difference that Mauro mentioned. I've asked the Sage 50 CA support management to schedule a call for 7 am PST (4pm your time) tomorrow. Will update you with any news. 

Warm Regards, 
Erzsi

Update that the team has availability today at 1pm PST (11:00pm your time)... The only 7:00am PST (4:00pm your time) slot next available is Wednesday the 22nd which may be too long for you to wait. Feel free to email me at [email protected] your availability. I believe the last few attempts we tried to reach you at the phone number ending 7625 of your office.

Following this thread with interest.  I have a similar problem - unable to share an existing company.  I am, however, able to share a newly-created company with no transactions.  Chat suggestions did not resolve anything. It is especially interesting to read that there was support team availability at exactly the same time I was repeatedly getting the voice system telling me (in so many words) "nobody here to help you. Have a look at our wonderful web resources. click."  Something that has been happening for two days now.

I cannot open companies after doing the update. I waited on hold for 3.5 hours the other day and we had to restore backup. I was to reshare company after the call which sounded easy but I cannot share. Nothing happens! Now I have another company doing the same thing. I need to be able to work remotely and I can't. I also have a company that cannot open their data files. Worked with Mauro today and now I have to go into their office tomorrow morning at 7:30 with a USB key to try to restore their data. This is unacceptable. Who is paying me for these lost hours. I have probably spent 20 hours in the last couple of weeks trying to get this update to work for my companies and I NEED to have remote access. I am working off USB keys again. Please do another update that actually works!

Thank you Erzsi, for your continuous support. Through the help topics from your web pages, have overcome the problem and now able to log on and share the company  from other comp. If possible please inform call person  not to call me to save their time.

RECTIFYING THE BASIC FAULTS IN 2020.2

1.  I have noticed that my accountant can use the same email ID and password as -sysadmin-  for opening Remote Data  Access, which makes it not possible to access program by sysadmin or other user as a message props -( can not open the company as some other user has opened the company, try later). Please change this method to allow each users to use separate ID/emails and password, so multi users can Access  it simultaneously.

2. In updated version of 2020.2 , the users have right/access to change their user names and passwords, which is not in the interest of sysadmin/owners of the program, as users are free for manipulations, if his services are discontinued.

3. To Backup the data, one has to close the program Mode from Multi-Users to Single-User, which not convenient, it must have a system in both the Modes to switch without closing the program.

Please make sure to change the above  faults.

Best Regards

Murphy (he of the Laws) must have his attention elsewhere today.  I got in the queue, first try, at 17:44 UCT (10:44 PDT). Received the call-back 1:03 later (18:47 UTC), by a fellow whose name I missed, but who was in South Africa.  After a couple of preliminaries to establish exactly the steps to reproduce the symptoms of the failure, the first suggestion worked.  We removed all the other users but sysadmin, and the company shared successfully.  Here's hoping this will be my last post on the subject.  Actual time on call was 9 minutes.

Glad to hear! Thanks for the update and sharing of your resolution

I have been on the phone most of the day and have now had to send my data to be repaired, althought I can access the file locally.  That will take 3 to 5 business days.  For the second company file which appears to be shared but is not really shared apparently, I have a Level 3 call scheduled for next Tuesday.  
Losing my mind!

I have to say, I have received my the file back within less than 2 hours from Harjot. Thank you for the amazing turnaround.   This solves the issues with one of my company files.  The other will have to wait until Tuesday's call back.  While this whole thing seems to be extremely more complicated than  necessary.....new emails and users......my main and pressing problem has been solved.

Lucky You!

Hi Erzsi, 

Have Sage 50 Premium 2020.2  and need it to allow  simultaneous use by two users through Remote Data Access- (not local server); but at present only one user is able to access and when another user tries , he gets message "-Another user is accessing  with this email ID,  you can only open read only or try later"

Please advise how to get it work so two users,  sysadmin and accountant can  work simultaneously.

Best Regards/AHK

Hi AHK, 

We have some new KB resources available which may help, see:

KB 105881 Why can’t I open my Remote Data Access file in multi-user mode?

KB 105813 When trying to share my company file in Sage 50 2020.2, I get a message "A file with the same ID is already shared"

Hope this helps!
Erzsi

Hi AHK, 
The next BIG step after migration, is setting up usernames so that you can start working in multiuser mode! Note that you can no longer share a Sage ID and username combo on any PC like you could with Sage Drive in version 2020.1. In the image below, you can see that "sysadmin" is only allowed one Sage ID. You can't share the "sysadmin" credential between PC's. For instance: Computer 1 will always login with "sysadmin" (the multi user password for "sysadmin"). While computer 2 will always login with user 2  (using the multi user password and Sage ID login email for user 2). As of Sage 50 CA version 2020.2, no mix and match is allowed for error free work flow. If you're missing a second user, you'll need to create one.

Hope this helps clarify what's required!

Warm Regards, 
Erzsi

So does this mean that I cannot work using the sysadmin password between my desktop and laptop?  I had better be able to as I am planning on working at the lake this weekend and that is the only user set up for those companies.

 Erzsi,Thank you for your continuous support, but I am sorry that I do not have any better alternate than to trouble you.  

I will follow as above and inform you the outcome.

Best Regards/AHK

Hi Erzsi, 

I agree with Marvel, that sysadmin sticking to only one computer is not practical for small business owners.

How to overcome the issue when one wish to work and watch from home Desktop or on laptop during holidays -away from his business location as it was possible with Sage Drive days. This is very important for small business owners/managers who handle important matters, while accountant/ and or  2nd user handles routing postings.

Your valuable advise and solution will be appreciated.

Best Regards/AHK

Hi Marvel & AHK,

If the question is: can a "sysadmin" - single user login be used on say computers 1, 2, plus others if required? OR is it really just for the "main" computer? I received the response from the team that, only one user name and multiuser password combo along with the assigned SageID is required per computer. 

So can you close out of a company file / log off of the software using the sysadmin user on computer 1, then move to computer 2 and re-enter that username / Sage ID to get in?  I'll update my response to this tomorrow morning once I confirm with someone who's done it. 

Warm Regards, 
Erzsi

Yes, Erzsi, this works! I use my login username and Sage ID on my laptop for all of my files. Then when I am at a client's computer I can use my username and Sage ID on their computer and have full access to all of my files. I cannot be active on two computers at the same time even if I wish for different companies to be opened. Once I have signed in on one computer I can still open two different companies at the same time.

Thanks for the confirmation Alwyn! I also acquired the following details regarding performance issues that one can encounter:

Performance tips when switching between Sage IDs to access Sage 50 CA on the same machine:

Though it is possible to use the sysadmin login on more than one computer, you can run into issues. The login sysadmin sometimes takes various minutes to sign out and users get messages saying "someone is still logged in with sysadmin." Another issue is that a sysadmin user who logs in with a different Sage ID (other than the one originally assigned to sysadmin). This is why in the above we recommend one assigned combo per computer for error free workflow.

In order to avoid performance issues encountered when switching between Sage ID's when accessing the same Sage 50 install on a specific computer, please note that:

1. There is no easy way to switch the Sage ID originally being used (you'd have to go to the "Connect to a shared company" option in the File menu, and essentially pretend that you are going to download a file, then login using a different Sage ID before closing out the window.
   • Note that you will likely see a message asking you to enter a Sage ID, though sometimes Sage 50 CA doesn't ask for this when opening a file.
      
2. Some clients get messages that sysadmin is still logged in another computer
3. Sometimes customers get messages that the user has to wait to be able to log in again while the data updates – this happens when a Sage ID is re-used on another computer

Hope this helps!

Warm Regards, 
Erzsi

This needs to be changed sooner than later as you cannot add a user with the same email address.  I do not want to have to get another email address to access sage data from my laptop and I do not want to run into issues logging in when I am away from the desktop.

Hi Erzsi,

In Sage 50- premium 2020.2 - Have setup second user with his  email ID and password, (other than sysadmin email and password ).

But he can not open in  multi-user mode from his email ID and registered password to work simultaneously with sysadmin,

He can open company in single user mode with  sysadmin email and his password, only if sysadmin is not working. Thus depriving simultaneous use of Premium two user licence.

 Despite several attempts,  Technical support is impossible to get though.

Have tried many ways but to no avail, please provide some guidance as how to overcome the issue.

Best Regards/AHK 

Seems like i have the same pb here about having a file with the same ID is already shared. Unfortunately the file KB 105813 is not uploading...  Also I'm trying to find out how to/where to find on my computer the other shared one that I have to stop sharing. I'm might be so close to the answer and I cannot open it. frustarting! Any suggestion?

Hello, did you get your issue resolved yet?  I have a similar issue again. I accidentally connected to a shared company and overwrote another company's data on my computer.  Sage help had me stop sharing the company that I overwrote but that deleted the other company from my list of shared companies so then she decided to transfer me to level 2 where I finally gave up on hold.  I was able to restore from backup the company that I wrote over but I cannot share it again. Download fails.  I was able to restore a backup with the company that I now had in two files...thankfully...and reshare but I cannot delete the company with the wrong data from my list of shared companies nor can I reshare my backup data to this company.  I phoned Sage "non-help" level one support who again put me through to Level 2. I left a message for a callback on Thursday and still haven't heard back. I again will have to wait until I have a whole day to remain on hold.  So frustrating!