x Want to participate? Join the group to interact
Options
  • State Verified Answer
  • +1 person also asked this people also asked this
  • Replies 12 replies
  • Subscribers 69 subscribers
  • Views 5709 views
  • Users 0 members are here
Browse Forums
Announcements
756
topics
24
replies
Financial year end
96
topics
216
replies
General Discussion UK
8k
topics
20k
replies
General Discussion Ireland
205
topics
355
replies
Install your software
175
topics
481
replies
Making Tax Digital
282
topics
697
replies
Manage your VAT
185
topics
389
replies
Protect and repair your data
59
topics
171
replies
Run your accounts remotely
90
topics
228
replies
Working with the bank
138
topics
348
replies
Rob Daniels

Data service issues since v28 upgrade

SOLVED
Posted By

We're unable to access Sage data on various computers every morning. It seems to affect about half of the office each time, not necessarily the same computers each day. A couple of restarts usually resolves the problem, also tried reinstalling, clearing the .NET files and clear DNS cache, all mixed results. I find it unlikely it's the server because several PCs connect OK at the time, but to have several PCs develop the same problem at the same time seems equally unlikely, but this began to happen immediately following the v28 upgrade last week.

I can see from the company selection screen that the sign-in will fail, the clue is in the displayed version:

If the version is a flat 28.0.0.0 then we know that the Sage 50 app is not happy. First we see this:

Followed by this:

The data service (and control service) is running on the local PC and on the server.

After a restart or two (for this screenshot it was 2 restarts) we see the version correctly reported:

and we now find we can sign-in normally.

I've been following the guidance here:

Troubleshooting data service issues (sage.com)

Can't follow it to the letter as the server is in use (and Sage behaving) so for example I haven't deleted queue.dta yet.

I've also read this:

(+) accounts service issues since V28 upgrade - Sage 50 Accounts and Sage 50cloud Accounts UK General Discussion - Sage 50 Accounts and Sage 50cloud Accounts UK - Sage City Community

and tried the repair option but it's still happening. Any other ideas?

Parents
  • 0

    Hi . Thanks for contacting Sage.

    One potential cause of this issue is if your local or server PC times are not set correctly (i.e., PC clock is out of sync). Can you please verify if the local and server clocks are set correctly and in sync?

    The other Sage City issue you referenced was caused due to usage of mapped drive and was resolved by using a UNC path to the datasets on the server. Not sure if this is the same for you, but worth checking that too please.

    Was it restarting only the client machines that resolved the issue, or did you need to restart the server machines too?

    Hope this helps.

    Thanks.

  • 0 in reply to Ali Al-Amiri

    Hi Ali, yes the time is set correctly and the local clock is in sync with the server clock.

    I've checked for mapped drives and that's not it, we're using UNC paths in the company file and throughout sage.ini. The company selection screen also shows a UNC path.

    It's only restarting the client machines that's needed, never the server, but the client machines might take several restarts before they can reconnect.

    Thanks

    Rob

  • 0 in reply to Rob Daniels

    Thanks for the info Rob.

    Can you please check the time is in sync with the server clock when you see the issue again on one of the clients? I'm just wondering if the client clock is getting out of sync somehow and then a restart is correcting that automatically.

    Have you got any third party Antivirus software installed on the client machine?

    Thanks.

  • 0 in reply to Ali Al-Amiri

    Will do.

    We've had 3 that won't connect this morning (too late for the clock check I'm afraid).

    On the first one I cleared the DNS cache and the .NET folder, then restarted twice before Sage started to connect normally.

    On the second, Sage connected after clearing the DNS cache and the .NET folder.

    I cleared the DNS cache and .NET folder on the third one but still needed 1 restart before Sage connected.

    During this time, 3 other computers were using Sage as normal. I already uninstalled or Antivirus from one of them as a test.

    Thanks

Reply
  • 0 in reply to Ali Al-Amiri

    Will do.

    We've had 3 that won't connect this morning (too late for the clock check I'm afraid).

    On the first one I cleared the DNS cache and the .NET folder, then restarted twice before Sage started to connect normally.

    On the second, Sage connected after clearing the DNS cache and the .NET folder.

    I cleared the DNS cache and .NET folder on the third one but still needed 1 restart before Sage connected.

    During this time, 3 other computers were using Sage as normal. I already uninstalled or Antivirus from one of them as a test.

    Thanks

Children
  • 0 in reply to Rob Daniels

    Hi Ali

    This morning we've had 3 computers unable to access Sage data, different 3 to yesterday. All 3 local clocks matched the server perfectly. One of these 3 was the one I uninstalled Antivirus so it seems that's not it either.

    It's beginning to look like clearing the DNS cache might be the quick fix, I restarted the first one before I flushed DNS but it worked OK on it's own for the second and third.

    What would be the permanent fix for this?

    Thanks

*Community Hub is the new name for Sage City