Hi Lorraine,

Thanks for using Sage City.

I wondered if you used Sage 50 Accounts as well? If you do it could be the issue documented in the following article >

If you don't use Sage 50 Accounts I would recommend creating a quick backup, logging out of the software and installing again as Administrator. To install as administrator you can right click on the shortcut and choose Run as Administrator.

If this has helped, please click More > Verify Answer.

Regards

Andy
Sage UKI

Hi, yes experiencing this too.  Since the V29 update, it keeps randomly kicking me out of Sage payroll and closing the programme (it's never done this before).  It forces me to log back in again. Have others experienced this, and are there any solutions?  

No we do not have Sage 50 Accounts, tried above and still happening?

Hi Helen,

Thanks for using Sage City.

If you use Sage 50 Accounts, I would recommend looking at the steps in the following article which have been found to resolve similar issues to the one you describe: Open article >

If you don't use Sage 50 Accounts, as above, I would recommend creating a quick backup, logging out of the software and installing again as Administrator. To install as administrator you can right click on the shortcut and choose Run as Administrator.

Regards

Andy
Sage UKI

Hi Lorraine,

I'm sorry this issue is persisting. Is there any pattern to when the problems may occur, is it one particular module or activity where the problem occurs more frequently? Are there any error messages before the user's software closes? Are any error messages reported when the software is opened again?

Andy

Hi, i am also having this issue. It happens when doing any updates/backups. It wont open the pension assessment window, and its now not updating any records as soon as it tries it crashes and have to close the programme. Have optimised data already and no change. Currently cannot process any payroll.

Our payroll user is having the same problem since the v29 payroll update.

The program closes randomly when processing payments. No warning or error message.

This is happening on both a local machine and also via a terminal server system - so two different computers with different OS versions - so I doubt its a machine / computer program installation issue.

Have tried 'optimising' the data - but no luck.

Can someone at sage confirm they are looking at this and going to fix it? It took me 5 hours to do a 30 minute payroll yesterday. So far today 30 mins in and not even got on second employee to enter payments. Its not feasible to work like this. 

Hi Andy

No error message or warning the program just closes. 

Hi Katie, We are working on a couple of scenarios where we have seen some customers report a closure of the program using enter payments.  We should have an update available very soon,  can you email me directly on [email protected] so i can pick this up for you.

I'm having the same issue. Seems to happen when either updating a record or changing a process date. I had to do a rollback to 2021 this week and it's taking me forever to get everyone back to normal because of this issue. Can Sage confirm they are sorting this?

We have been having similar problems for a long time, even before V29.  Sometimes when uploading online documents it won't do it and we have to come out and go back in, sometimes it kicks us out when doing a pension assessment.  Sage say it's an IT problem but our IT department have tried everything to get rid of this and nothing helps.  Very frustrating.

Hi Agnes, 

thanks for the feedback ,  I'm keen to get to the bottom of any issues you are having. 

We should have a new update available early next week so please keep and eye out for that and install as soon as possible. 

If you continue to see issues especially on uploading please get back in touch with support and ask to contact me directly so we can investigate further. 

We have tens of thousands of users uploading without issues but that does not mean that something on your system is causing an interrupt (it can often be the data) but we should be able to find out more.

Regards

Steve Watmore

Thank you for your reply, we have had these issues since October last year, if the update next week doesn't help I will be in touch.

We are also having the same issue's as detailed on this post with Sage 50 Payroll since running the V29 upgrade.  Our application crashes on all databases tested so far.  We manage to enter a couple of records on Payment Tasks before crashing and we have noticed the same issue with the Pensions Assessment.  Fault logged with Sage support 3 days ago but no fix.  Carried out Uninstall/Reinstall but no change.  Glad to see a mention of a forthcoming fix on this page ...

Yes.  Shut down when running  'Update records'.  Logged in again and the files have been updated

Hi Bernie  thanks you for your post, 

We have released anew update today available for download to correct the closing issues.  

please use this article to download the latest update 

https://gb-kb.sage.com/portal/app/portlets/results/viewsolution.jsp?solutionid=200427112204115&page=1&position=3&q=closing 

Hi Ann, 

We have released anew update today available for download to correct the closing issues.  

please use this article to download the latest update 

https://gb-kb.sage.com/portal/app/portlets/results/viewsolution.jsp?solutionid=200427112204115&page=1&position=3&q=closing 

Hi Simon,

We have released anew update today available for download to correct the closing issues.

please use this article to download the latest update

gb-kb.sage.com/.../viewsolution.jsp

Hi Janice

We have released anew update today available for download to correct the closing issues.  

please use this article to download the latest update 

https://gb-kb.sage.com/portal/app/portlets/results/viewsolution.jsp?solutionid=200427112204115&page=1&position=3&q=closing 

Hi Helen,

We have released anew update today available for download to correct the closing issues.  

please use this article to download the latest update 

https://gb-kb.sage.com/portal/app/portlets/results/viewsolution.jsp?solutionid=200427112204115&page=1&position=3&q=closing 

Hi Lorraine

We have released anew update today available for download to correct the closing issues.  

please use this article to download the latest update 

https://gb-kb.sage.com/portal/app/portlets/results/viewsolution.jsp?solutionid=200427112204115&page=1&position=3&q=closing 

Thanks for the link, I haven't done this yet as a was in the middle of processing Week 1. I have just processed Week 1 and it didn't close unexpectedly.  

I have a different issue ... the program says "not responding " then it does respond & i timed the opening of reports - it's taken 29minutes to load. I started payroll at 8:30 & still trying to process ! 

Hi Ann , 

the closures are not every time and do seem to be a combination of factors but we have identified the key program one and fixed in the update, so please do take it when you get chance but we appreciate getting payroll done is priority