Hi Rebecca,

To resolve this you can completely remove your company from Sage Drive and re-upload your data and re-connect all users. This refresh you connection via Sage Drive.

Try using a new Sage ID to re-upload the data to the management centre as owner and user and use this ID to download to your connected device.

For further help with this you can refer to article 32921.

Hi Paul,
I've done this quite a few times recently due to other syncing issues and the v22 update locking us all out and don't really fancy doing it all again to be honest. I think the last time was only 2 weeks ago and it's been happening for a lot longer than that.
Obviously if this is the only way then I will do it again, I was just wondering if I'm the only person with this problem or if there are others?
Thanks,
Bec

Hi Bec,

The problem you describe isn't an issue that we see often. Our Technical Support team will be able to look into this for you in more detail and may be able to offer an alternative solution, subject to their investigation. You can contact them on 0845 111 5555 or via web chat. 

That's great, will do. Thanks Paul

I have exactly the same problem where sage accounts 2016 (fully updated sage and windows updates) freezes on my Surface Pro 4 (never had any issues with my previous Surface Pro 3). I believe I only started seeing this error after the May update. Have you resolved this issue?

Hi Simon,

The problem you describe isn't an issue that we see often.

To help resolve this, first try completely removing your company from Sage Drive and re-upload your data and re-connect all users. This refreshes your connection via Sage Drive.

Try using a new Sage ID to re-upload the data to the management centre as owner and user and use this ID to download to your connected device.

For further help with this you can refer to article 32921.

If the problem continues to occur our Technical Support team will be able to look into this further for you in more detail. You can contact them on 0845 111 5555 or via web chat. 

Hi Simon, no it's never been resolved. I didn't want to have to take everything off the drive and up load it again, as I've done it several times previous and it's never altered the outcome. I have worked out that when I'm the only user it doesn't freeze (I'm the main user) but when someone else is connected then it will freeze. I also keep getting a message flash up saying I have to wait as another user is uploading to the drive, even if they're not on at the time. It gets very frustrating but I'm learning to live with it now. No data has deleted or files lost (as yet). Please let me know if you get it resolved! Cheers

In my case we do not use Sage Drive. My experience of Sage Drive was not a good one and I vowed never to use it again! I am also the main user but I'm pretty sure the issue has happened even when I am the only user logged in. Sage helpdesk have so far been ZERO help. I will let you know if I ever resolve!

I do not use Sage Drive

Ok Simon. If your Sage Accounts is running slow and you’re not using Sage Drive, there are several reasons that can cause this, including:

• Data corruption - This can be identified by errors reported by File > Maintenance > Check Data. If errors are reported, please refer to the Accounts Data Repair Help website.
• Anti virus - Article 12122 has information on the file types used by Sage Accounts that we recommend you exclude from the antivirus software's real time scanning routine.

These are only two of several possible reasons. For more information you can refer to the advice and steps in Ask Sage article 15770.