Hi everyone,

Thank you for sharing your experiences and insights regarding the 2025.1 update issues with Remote Data Access (RDA) and single-user setups. We understand how disruptive these challenges can be and appreciate your patience.

For those encountering the remote data access errors or struggling with conversion messages, we’d like to share some key steps and resources to help resolve these issues:

1. Backup Before Updates: As  Richard S. Ridings  wisely pointed out, always ensure you have a recent backup before proceeding with any updates. This is crucial to safeguard your data.

2. Steps to Address Server Connection Issues: If you’re receiving the error message "There is an error with connecting to the server," please refer to this Knowledgebase article for detailed instructions:
   Error: “There is an error with connecting to the server”.
   This article provides guidance to troubleshoot and resolve the error caused by the update.

3. Modify Product Update Settings: If you’d like to delay updates until fixes are fully implemented:

   • Navigate to Help > About Sage 50 > Support Info > Modify Product Update Settings.
   • Uncheck the second option to allow updates only when you manually choose to install them, as explained by @Richard S. Ridings.

4. Tool for Database Issues: For databases experiencing access issues, Sage Support has a tool available to fix the problem. The tool is effective but time-intensive, taking approximately 5 minutes per database. Contact Sage Support if this applies to you. (Wait times are high, so we recommend leveraging the Knowledgebase and community in the meantime.)

5. For Single-User Configurations: Single-user setups can encounter specific complexities with Remote Data Access. Ensure all credentials and permissions are set up correctly after the update. Additional help is available in the article linked above.

We appreciate the detailed insights shared by @Richard S. Ridings and others in this thread. Your feedback is vital as our team works to refine and improve the update process. We’ll keep you updated on any fixes or additional tools made available.

Warm regards,
Erzsi

If this helps, please mark it as verified :)

Hi, Erzsi, can you explain about the data owner credential login? is it something Sage is trying to fix? as only data owner can login, we can't login to one company with multi users.

Hoping the fix they will be releasing will not require the data owner to login, especially with 2SV.  We don't even use remote data access and this is affecting single user local only systems now as well that have never had remote access or data sharing.  Worst timing ever.  You can turn off the automatic upgrades by going to Help, About, Support Information, and modify Product Update settings.  It'll still remind you to update, but won't get stuck in that loop!

Hi RachH 

Thank you for your question! The Data Owner credential login is required for the person who originally uploaded the file to the cloud when onboarding to Remote Data Access (RDA). This ensures the security of your company data during the upgrade process.

If you’re encountering the server connection error or issues logging in as the Data Owner, here are some key steps to resolve this:

1. Only follow these steps if you’re receiving the server error: If no error appears, these steps won’t help.

2. Open the Sample Company First: This often resolves login issues when returning to your primary database. The video guide and instructions are in this Knowledgebase article: Error: “There is an error with connecting to the server…”.

3. Ensure Data Owner Credentials Are Used: Only the Data Owner can log in to complete the conversion process. Afterward, multi-user access should function as expected.

If you still experience issues, please continue with the steps in the Knowledgebase article or try connecting again at a later time.

Let us know if this helps!

Warm regards,

Erzsi

Thanks for replying. The problem is there are multiple users for each company file, everyone has to share the same data owner credential to login (the 2FA verification other post had complained about). Secondly, the same data owner credential used by multiple users doesn't give access to multiple users at the same time. This is extreme annoying, as we have multiple users that need access to the same company at the same time! you basically disabled multiple users function by mandating this Data Owner credential login.  

The cancel button does not exist on the 2SV screen - where you are asked to enter a code.  If you can exit out then when you sign back in, it just takes you back to the 2SV screen for the code.  I could not open my own companies.

Now this was unique because I was logging in with client's user name and this would never otherwise happen.  (and whats with the 40 pages of cards, busses and bicycles?)

The frustrating thing, as a Devoted Sage user... is when you state something is happening, have had technical help on these things but still are told it is not happening.  

Once conversion has taken place to 2025.1, we are still being asked to log in as the Data Owner. We are set up with Remote Data Access and have multiple companies and users. Even after the update, we are still being forced to log in as the Data Owner. And only one person now is able to access each file at a time and has to get a code from the Data Owner for the 2MFA. And now Sage has added a feature where if a 2MFA code is sent 5 times we are frozen from trying again for an hour. We are not having a server connection error. This is a different issue. Thanks!

This new update is absolute TRASH

I have 5 admins that all used to be able to log in and be in mutli-user mode in multiple different companies all at once.

Now only 1 can be logged in at a time for 1 company (making multi-user totally pointless), and im constantly having to send them my 2FA login... which gets locked out after using it 5 times in an hour... which happens very quickly as there are multiple companies to switch between

I can only imagine the problems this has created for emails who's data owner isn't available 24/7 or accounting firms that need to swap between 20 companies in a day.

Awesome job torpedoing your product guys

Fix your program ASAP!

as an alternative, we ticked "remember me for 30 days", so once login as the data owner, it won't ask for login again for a while. see if that helps for you

that only works if im using the same company whose data is "owned" by the same account.

As soon as i switch to another company who's data owner is different than the first company then it has me login again to the new data owner, and doesn't remember the previous account when swapping back.

just a horrible broken update

Nous avons comme vous tous ici le meme problème.  Ma collègue réussi à se connecter en remote avec mes infos de connection pour le partage de connexion et son identifiant à elle pour travailler.  Mais on ne peut plus travailler simultanément, ce qui cause un reel problème en cette fin d'année.  La solution proposée par Sage j'espère qu'elle n'est que temporaire car ca ne résout pas du tout le problème

Exactly the problem we have too :(

Big Question here is will there be a patch sent out for this bug? When will it be ready? Are we all expected to trial and error your "fixes" to bypass the bug? Please advise. We use sage50 for payroll - not remote, but on a server with multi-users, and i will need updated payroll in time for the new year. 

Sage 50 

When is this issue going to be resolved. After the 2025.1 update we cant have multiple users using the books. Only 1 person can be logged in and has to put in the credentials of the data owner. You guys have been asked this question multiple times and looks like the admin staff are ignoring the issue at hand. I have not seen any timelines of getting this issue resolved. Not a good time to have this issue during the year end!

PLEASE, provide a timeine for the fix. Terrible customer service.....u guys seem to be dodging this question. Please have your admin staff updated on the problems with sage 50..and provide them an ESTIMATED TIME OF THE FIX.

Shahid

Brutal!  We installed the update this weekend and it is bogging down our system.  Crashed twice while trying to run payroll.  Have not found a way to not connect to Sage Connect.  Terrible update.

Erzsi, this update is terrible.  Sage has crashed on my multiple times since this occurred, and I had to use my login for my Office Admin to get access (we pay for multiple users/seats but cannot have a different user unless I logged them in).

Does not work.  The Announcement and KB article were useless.  See thread here:  
https://communityhub.sage.com/ca/sage_50/f/installation-upgrades-and-converting/239312/legal-action-against-sage---interested

We are having the issue where only the data owner can log in (even though I have updated the file to the new version, no one can log in except me, the data owner).  You said the helpdesk has a fix - yet when I call it says there are no representatives available and to call back later.  Is there any other way to get the fix?!  What is Sage doing about this - are they going to release another update that will fix this....or do I just have to keep trying to call the help desk, and no can do any work until I get ahold of them?

The phone lines are overrun and they sent us this today.  

There is no "Data Owner credential login" in the file - nor the ability to create a user with one.  The answer is incorrect!

communityhub.sage.com/.../legal-action-against-sage---interested 

Hi Erzsi, these are not working.  We called into support and they acknowledged there is no fix at the moment and to downgrade. Their techs remoted into our systems and were unable to get it to work.  2025.1 does not work and it was good to get confirmation today.  Please let us know when there is a fix!

Yet I just got a message saying that the "issue" is "not a defect or bug". So clearly they still don't realize just how bad of a mess this is.

Serious?! 

Yep.... Clearly they still don't get it.  "I want to clarify that this 'issue' is not a defect or bug within the Sage 50 Canada product."  Seriously?  This PR spin has caused us to notify our remaining Sage clients that they will need to change providers.  I'm tired of the "it's not us - it's you" responses.  

Thanks for sharing Cory! Sage is unable to login to the company files themselves when they remote into our systems, they have told us to wait until they find a fix/solution.  Sage support also have advised they are unable to change the email address of the data owner without causing serious issues if SageHR or Bank Feeds are enabled.  Is that not a bug?  or is that a new feature?  

If they want to add some security, that's great - but designing a security system that the owners and IT can't login to or sage themselves until the issue is resolved, sounds like a bug to me!  Sage Senior Support team instructed us and others to downgrade because they don't have  a "fix" or "solution" to the security locking issues and crashing issues in 2025.1 ....  Are they releasing a new update that will work?  multi-user, and allow us to manage, edit, change email addresses of our own company files without a phone call?  Any timeline ?