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Dean

SBDDesktop.exe has stopped working after new 29.03.485 update

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Hi

We are an accountancy company and use Sage Payroll amongst other Sage products in a Remote Desktop Server (RDS) environment, and all has been fine with this for years. We have recently installed the 29.03.485 Payroll update and since then we are getting crashing with “SBDDesktop.exe has stopped working”  when going to the Employee Details section. Everything else is fine and works as its should be, but everytime this section is clicked in any of the 100 companies it crashes, even as administrator on Demo Data

We have been through everything in this article below along with other potential fixes such as renaming logs; it’s been fine for years after many updates, but this one I was told the SBDDesktop.exe was moved in this release.

https://gb-kb.sage.com/portal/app/portlets/results/viewsolution.jsp?solutionid=231201134045467

We have spoken to Sage support, several times, who give you the same answers and wash their hands with it due to it being on a RDS server, beyond this article above.

Eventvwr output from application crash:

Faulting application name: SBDDesktop.exe, version: 16.0.52.0, time stamp: 0x656f38b8

Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000

Exception code: 0xc000041d

Fault offset: 0xff7c74db

Faulting process ID: 0xae38

Faulting application start time: 0x01da319e6b8d60b2

Faulting application path: C:Program Files (x86)Sage PayrollSBDDesktop.exe

Faulting module path: unknown

Report ID: 97da8fe1-c567-434e-8503-68b00b8dd83c

Faulting package full name:

Faulting package-relative application ID:

Just seems very strange that this update has caused this and only in this section of the software.

If there are any pointers and suggestions to try knowing the above, then this will be great, but feel we have tried everything known at this time. If any others are having same or similar issues, please chime in also. Thanks.

Dean

Parents
  • 0

    Hi All

    We have had a remote session with Sage, and as always when you want to show someone a problem or issue, it works and doesnt replicate but since we have had the problems again and like most of you these are sporadic. Also delays on health checks for Payroll, sometimes lasting hours and then crashing too.

    Ours is Server 2016 RDS also

    Sage gave us a way of logging before opening sage so you can try this and send them the outputting logs to help solve this problem. The more people who join in this thread the more it will help us get to the bottom of this issue. Thanks. Dean

    [Edit - Andy Sage UKI- Tech Support now have the required logs and no further logs are required, many thanks.]

    1. Hold CTRL and double-click the Payroll program to be greeted with this message.
    2. Click, yes to the message to open it up.
    3. Click, Log.
    a. If the log has information in from a previous time running when the program DIDN’T crash, click CLEAR.
    4. Down the bottom right tick ALL.
    5. Then LAUNCH DESKTOP.
    6. Open the payroll as normal and replicate the crash.
    7. Once the payroll has crashed repeat Step 1 and 2 to open this window.
    8. Click Log.
    9. Click Send, this should open your default mail provider with a TXT file of the log ready to send.
    10. [Edit - Andy Sage UKI - Tech support now have enough logs so this email address has been removed.]

Reply
  • 0

    Hi All

    We have had a remote session with Sage, and as always when you want to show someone a problem or issue, it works and doesnt replicate but since we have had the problems again and like most of you these are sporadic. Also delays on health checks for Payroll, sometimes lasting hours and then crashing too.

    Ours is Server 2016 RDS also

    Sage gave us a way of logging before opening sage so you can try this and send them the outputting logs to help solve this problem. The more people who join in this thread the more it will help us get to the bottom of this issue. Thanks. Dean

    [Edit - Andy Sage UKI- Tech Support now have the required logs and no further logs are required, many thanks.]

    1. Hold CTRL and double-click the Payroll program to be greeted with this message.
    2. Click, yes to the message to open it up.
    3. Click, Log.
    a. If the log has information in from a previous time running when the program DIDN’T crash, click CLEAR.
    4. Down the bottom right tick ALL.
    5. Then LAUNCH DESKTOP.
    6. Open the payroll as normal and replicate the crash.
    7. Once the payroll has crashed repeat Step 1 and 2 to open this window.
    8. Click Log.
    9. Click Send, this should open your default mail provider with a TXT file of the log ready to send.
    10. [Edit - Andy Sage UKI - Tech support now have enough logs so this email address has been removed.]

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