If you are running into some issues while using Sage 300 ERP, normally the first instinct is to reach out to our Customer Support team. While there is nothing wrong with that, however, by asking yourself some simple questions beforehand, you might be able to troubleshoot the problem yourself.
So before ever picking up that telephone, know the variables and isolate them!
When you have an issue 6 things could be involved:
- The Sage 300 ERP Program
- The Sage 300 ERP Database
- The Sage 300 ERP environment
- Hardware
- Network
- Accidental and/or willful damage of data/programs
This blog post will address things to check or questions to ask for the first three.
With the Sage 300 ERP program, normally issues usually involve some sort of corruption or undocumented features. If you feel your issues stem from the Sage 300 ERP program, then ask yourself the following questions:
- Where is the program installed? The server or on each workstation.
- Is the problem happening on all workstations? To check, login as a different user with their credentials to see if you still get that error. If it is on the server, unfortunately, you may not have the luxury to test.
- It could be a right’s issue. If so, you may have to create a new user with the proper rights.
If you think it is the Sage 300 ERP database that is the cause of your problems, then it could be that the database is corrupted. Ask yourself if the same issue happens in different databases. If it does not happen then the problem is not the Sage 300 ERP program but is database specific.
To get to the root of the problem, we recommend that you run a DBVERIFY to check the integrity of the database you think may be causing the problem. To access DBVERIFY, simply go to the Sage 300 ERP database setup by either going to Start>Programs>Sage>Sage 300 ERP 2012 (or whatever version you have)>Database Setup. Alternatively, you can simply type in a4wsetup or database setup in the Run Prompt. Once Database Setup is open, click on “Verify…” as shown below:
We also recommend that you perform a Data Integrity Check within Sage 300 ERP. Data Integrity can be found under Administrative Services as shown below:
Data Integrity checks for errors in your Sage 300 ERP data and at the same time can fix minor errors if that is selected. When the Data Integrity Check is open, you can narrow the scope of the integrity check for modules like Accounts Receivable, Accounts Payable, Bank Services, Payroll, and Project and Job Costing.
Hopefully running these will give some insight if your issues are database-related.
Now if you think that it could be your Sage 300 ERP environment, check to see whether or not the program is installed on the workstation or the client. Also run the A4WDIAG log. You can run this by going to C: Program Files (x86)>Sage>Sage 300 ERP>Runtime>a4Wdiag.exe
When you double click on it, a dialogue box opens telling you a log has been generated and where you can find it.
And here is what the log looks like:
Sometimes the issue all comes down to compatibility. If you are not sure if your system is compatible with Sage 300 ERP, then check out our compatibility guide.
However, if you have tried and investigated all of the above and are still having issues, then please by all means call into our customer support line and we will be more than happy to help you.
