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Brian Dougherty

Sage Accounts V24 Application Hangs with SBDDesktop.exe Has Stopped Working Only On Windows 10

SUGGESTED
Posted By

Could someone please give me some guidance on the issue below please?

I have an ongoing problem with Sage Accounts Ver 24 client installed on new PCs running Windows 10, the PCs are fully patched and on the latest Win 10 release.

Users can log into Sage OK and work in it but intermittently without any warning the application crashes with SBDDesktop.exe Has Stopped Working message on the screen.

Users have to quit out of the application and log back in, this happens throughout the working day.

I have other Windows 7 Pro x64 PCs which users use that do not have this issue - Sage Accounts is stable and works fine.

Sage Accounts Data is stored on a Windows 2012 R2 file server, this server is also used to store Sage Payroll data and share Word and Excel documents, Windows 10 and 7 PCs access the documents via Microsoft Office 2016 installed on the PCs - these applications don't crash or hang.

Application Event Log on Win 10 PC shows the following Event when Sage Accounts hangs and crashes:

Event ID 1000

Applications Error

Faulting application name: SBDDesktop.exe, version: 14.0.62.0, time stamp: 0x5a030865

Faulting module name: sg50Grid.dll, version: 24.2.228.0, time stamp: 0x5afb0532

Exception code: 0xc000041d

Fault offset: 0x00004195

Faulting process id: 0x9cc

Faulting application start time: 0x01d44a95ff810be2

Faulting application path: C:\Program Files (x86)\Common Files\Sage SBD\SBDDesktop\v14\SBDDesktop.exe

Faulting module path: C:\Program Files (x86)\Sage\Accounts\sg50Grid.dll

Report Id: 84d64e14-1f2a-4e18-9261-3130f5b321bd

Faulting package full name:

Faulting package-relative application ID:

I have tried the following:

Sage Accounts program files and folders have been excluded within the AV software, Windows Defender on the PCs

Windows Firewall has been disabled on the PCs and the Windows 2012 R2 Server.

I have uninstalled and reinstalled Sage Accounts.

Moved Data from network share onto local hard drive of Windows 10 PC,

Given Users Local Admin Rights

Any help is much appreciated. 

  • 0
    SUGGESTED

    Hi Brian,

    Thanks for using our Product Support Community.

    These steps have all been found to resolve this problem in different circumstances:

    Run as administrator:

    • Right-click the Sage shortcut on your desktop and click Run as administrator.

    Rename the sage.ini file:

    1. On your keyboard, press the Windows key + E.
    2. Browse to the following location: C:\ProgramData\Sage\Accounts
    3. Locate and right-click the sage.ini file.
    4. Rename the file as sage.old
    5. Open the software again.

    Rename the sage.usr file to sage.old:

    Before you rename this file you should have your serial number and activation key to hand. You can find these details here. 

    1. On your keyboard, press the Windows key + E.
    2. Browse to: C:\ProgramData\Sage\Accounts\2018
    3. Right-click the sage.usr file and rename it sage.old
    4. Open the software again.

    If this has answered your question, please click on the ‘This helped me’ link below.

  • 0
    Paul,

    Thanks for the response and your recommendations.

    Just prior to carrying out your instructions, I have started a full image backup and OS reload of one of the PCs running Windows 10.

    I will also disabled the Windows Firewall service.

    I will then reinstall (As the local Administrator) Sage Accounts 50 Ver 24 client and other application software i.e. Microsoft Office etc.

    Once this has been completed I will let the user logon and try using Sage Accounts and see how it behaves.

    If the issue returns i will carryout your recommendations and report back my findings.

    Thanks.
  • 0
    Paul,

    Following up from my last update on Monday.

    I reloaded one Windows 10 PC and the problem reoccurred.

    I then followed your recommendations of renaming the .INI and .USR files and the problem reoccurred.

    Could you advise me on the next step or how i can now escalate this fault to second or third line Sage Support.

    Could i also add the users have confirmed the hang error appears when an they print an invoice using the quick print and close down the blank invoice afterwards.

    Thanks in advance.
  • 0

    Hi Brian,

    At this stage please call us on 0845 111 55 55 or come through via Web Chat so we can investigate this issue further.

*Community Hub is the new name for Sage City