Frustrating - try support - and they make me book to a client help desk chat.  Instead I get this runaround.

• Webinar staff to everyone

  Welcome to Q&A Live! Please enter your question below and click send.

• Webinar staff to me

  Q:

  We run an Accountant's Edition of Sage 50 Canada. Since the update, now when a client sends us a .CAB backup file, it is wanting us to login as the client. In the past, we could Restore from Backup - use "sysadmin" and their password - and we're good to go. But now, after restoring, when we try to open the file - it wants us to login online. To answer your possible solutions you are thinking of: No, we cannot use an Accountant's Version - because this version does not integrate successfully with CaseWare (many glitches) and we do not post the adjusting entries directly into the bookkeeping - the client does this themselves. No, we cannot login as our client. While the sysadmin login on a standalone copy of the file was one thing, logging into their personal account is a completely different liability risk. How do we open a client file now???

  A:GM Cory
  7:02 AM
• Webinar staff to me

  Q:

  Good morning

  A:The only login other than sysadmin would be an email/password combination for Sage ID. Is it looking for email/password combo?
  7:05 AM
• Webinar staff to me

  Q:

  Yes - I have shared the images on the Community board: communityhub.sage.com/.../restoring-from-client-backup-error

  A:Cory. It appears they have not completed the Sage ID registration which is now a requirement. It will be best to call into support at 888-522-2722 for an agent to remote in and assist. Are they also sharing the file via the cloud?
  7:08 AM
• Me

  Q:

  Just in time for tax season?

  7:09 AM
• Webinar staff to me

  Q:

  No - they sent us a backup. So every client of ours that tries sending us a backup we cannot access?

  A:No...If they have ben using the file then the Sage ID should not be an issue. You normally should not have that isue which is why I'm suggesting to call in and get aLevel 2 agent
  7:10 AM
• Webinar staff to me

  Q:

  Client is in City A We are in City B Client sends backup file with sysadmin and password We restore backup file using sysadmin and password We go to open and it wants us to login with their email. This should not be a requirement for a DESKTOP version! Phoning in to Sage support is a dead-end. ALWAYS has been.

  A:And you are positive they do not use the RDA or Remote Data Access where they shasre the file on the cloud?
  7:12 AM

• Webinar staff to me

  Q:

  They didn't share the file by the cloud. They sent me a backup. There needs to be a way for us to use it on our computers without the cloud!!!

  A:I'm not asking if they share it with you on the cloud as I fully understand how it works with CAB files. But the prompt you are getting is for a file having been shared on the cloud. They might share the file via RDA with other users in the office. RDA requires the email/password for Sage ID, then the userid/password to open the data file
  7:15 AM
  A:A CAB file created from an RDA shared file will seek the Sage ID information
  7:16 AM

• Webinar staff to me

  Q:

  They have one employee - themselves. I'm not wanting the RDA file, nor the access, just the standalone desktop backup. So how do they send me that?

  A:The best solution here again is to have an agent remote in as there is something else occurring. Either they can call in and an agent will create a backup and test it as well as see if RDA is on
  7:17 AM
  

• Webinar staff to me

  Q:

  Remote in WHERE? Client City A or Accountant City B

  A:Remote share is based upon the copy of the file being uploaded to the cloud server then that same user can download a copy of the file at another location without requiring a network. The cloud then sync any input for the same file created at another location/pc. That is the RDA cloud sharing piece. So location of City A or B does not matter as the driver is the file being uploaded. This is very technical over the chat which gets very detailed and can be confusing. I would suggest having out agent remote into your pc and look at the CAb file and see why you are getting promted for Sage ID login
  7:21 AM

• Webinar staff to me

  Q:

  So if "RDA" is on - then what?

  A:Then the Sage agent can edit the process and open the backup file so it is not linked to the cloud requiring access
  7:23 AM

• Me

  Q:

  Now THAT is the technical answer that should be in a KB post. Steps to do that! I don't have time to wait on a phone - or sit by one waiting for them.

  7:28 AM
• Me

  Q:

  I don't want an Agent on my PC with every file we are trying to extract data from.

  7:30 AM
• Webinar staff to me

  Q:

  So again - my question is - HOW does my client send me a backup so we can use the file?

  A:Have your client open the file again and then have then to "Stop Sharing" the file then create the backup and email that to you
  7:31 AM
• Me

  Q:

  So why didn't you say that in the first place?

  7:31 AM
  

29 minutes - wow.

FWIW, it also works just to copy and zip the file on their machine...port it over to yours however you transfer it...run the Sage login (open Sage 50 CA from the menu of a file or "Connect to a Shared Company") and then "Log in as a different user", using the login email they client has provided to you as entered in their files.

That authenticates you to the shared files (even if you're using the Accountant's Edition...kinda silly, but...) and THEN you can log in to the files as your username/pass.

The Green/Black authentication is how Sage "counts" auth users on any file apparently.

Yes, the whole RDA scheme is a cluster.... and is VERY poorly effected and thought out. THEY NEED TO FIX THIS.