Hi Jon, I have the same problem, since upgrading to V27. Have you managed to find a fix? I am still waiting on Sage to get back to me and it's just getting a little tiresome. Also, again since the upgrade, Sage just closes without warning from time to time.

Hi Both,

I can confirm that this has now been fixed and will be deployed as part of v27.1 which is due in late December.

Hope this information helps.

Ian

Hi Ian, thanks for getting back to me so quickly.

You say this has now been fixed but we will have to wait another month before we can have the fix? Or am I misunderstanding? It is quite irritating to have to keep signing in each day, to each client and take up valuable time also. 

The sooner this is fixed the better please.

You really would think that for a fix that is this disruptive to their customers, they would pull out all the stops & move it LIVE as soon as possible & not wait for another release date!! Just call it v27.0.1.....Again, not customer service we would expect.

You really would think that for a fix that is this disruptive to their customers, they would pull out all the stops & move it LIVE as soon as possible & not wait for another release date!! Just call it v27.0.1.....Again, not customer service we would expect.

Hi Both,

I can appreciate it's frustrating having to keep signing in each time and having to wait for a fix is never ideal.

This issue was reported to us during November and required product delivery to investigate the issue to find out what was going wrong. Unfortunately, the issue can not be fixed service side requires an update to the program to handle the exception. It's worth saying that this issue only impacts users using Sage ID with certain serial numbers. As v27.1 is complete and going through testing it was decided to include this fix as part of that rather than a separate update due to the amount of testing it'll go through (around 400+ hours)

We're looking to be finished on the 17th of December and then customer services will look to release the update.

Hope this information helps,

Ian

Hi Ian

I am not sure that makes me feel any better, knowing I am one of the unlucky serial numbers! It is what it is, but by 17th Dec, I will have been living with this issue over a month. 

Also, it's a complete pain having to do these upgrades, as it affects all my work force who are part time, and we have to find a convenient time when the upgrades can be done in sequence with each other. I would have thought that by now, this sort of issue could be sorted in the background automatically. This all takes time to do manually.

Whilst I am grateful for your honesty, the situation is very disappointing to be honest. 

Thanks for getting back to me.

N

Hi,

I’ll add a note to provide the download link for you as soon as customer service make it available as I realise this is annoying having to do this each log on and nothing worse than having to wait a long time for a fix.

in relation to updates we’re hoping to start doing silent updates from v28. You’ll see auto updates change as part of v27.1 for v27.2 in the way it looks and making it easier to use but you’ll have see some improvements where we’ll remotely install the data service for you in v28 if it’s not already been installed. We’re always listening and reading this forums so we appreciate any comments that makes life and the product better.

Off for the weekend now, have a good one.

Ian

Thanks Ian,

Have a good weekend too!

N

Hi Ian - it's 17th Dec...is the update now available? 

Hi,

We're looking to be finished today and it'll be handed over to customer services. They plan to release it on the 22nd of December but if you email me I'll look to send you it in advance.

Thanks,

Ian

Thanks for your prompt reply Ian

I'll be honest,

a. I'm disappointed - I'd set up ready for the update today as promised, but

b. I really don't want to be your Guinea Pig either!

I'll wait until it is tested and 100% OK. this version is causing enough stress, I just hope the update works better. 

N

Hi,

Sorry, it's not available via the official channels today.

I maybe wasn't clear in my initial reply of how we release updates. Customer services have a process in place where they like to have 5 days to take the update from Product Delivery and ensure all the support staff can install it in advance of customers. 

The update has completed testing of around 600+ hours so is ready to go but understand you don't want to be the first to install it.

Keep an eye on www.sage.co.uk/au and you can download the update when you're ready to do so. It should appear on the 22nd of December.

Ian

Don't worry, you weren't the only one to promise 17th Dec.