User can't access Sage Payroll after update

SUGGESTED

Hi,

I have 2 users who use Sage Payroll v27.3. We have recently done the year end update for 2024/2025. We have Sage installed on a shared virtual desktop.

After this update, only one of the users can now access the application. The other user can't access it with an error message about missing components.

/resized-image/__size/640x480/__key/communityserver-discussions-components-files/553/pastedimage1736433279198v1.png 

Please see link above to image of error.

I have tried the following:

  • Adding AV exclusions
  • Reinstalling the Sage Client
  • Confirming both users have the same permissions
  • Recreating the users Windows profile
  • Launching with AV disabled

I don't know what to do next, please can anyone assist?

Thanks,

David

  • 0
    SUGGESTED

    Hi David,

    Thanks for your post.

    We would normally recommend following the steps in this article: Missing shared Components... 

    From your post it reads as if you've completed most of the steps already, however, you mention a shared virtual desktop which suggests this could be something environmental?

    The next steps would be to try installing on the new Windows profile, or use the Windows Event Logger after the crash to see if it records what it's failing to access.

    If the problem persists, I recommend taking it up with sage Technical Support for further investigation: Sage Technical Support

    Regards,

    Andy
    Sage UKI