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Pattie O

The latest Sage update.

Posted By

We performed the latest update for Sage about a week ago. Between our IT company and Sage, no one has found a solution to the problem where we can no longer set up new customers or look at customers from the "Maintain" drop down. But this is just in one of our companies. Suggestions from Sage have been addressed with no change in the issue. The other companies work fine. But in the largest company, if you try to look at a customer, Sage locks up the only way out is to use task manager to close Sage. Has anyone else had this problem and found a solution?

  • It sounds like this company has corrupted data. Try running a Customer List Report to screen and check the Customer ID, Names etc to see if anything looks bad.  If you see something that is bad chances are you will not be able to bring that ID up to change the ID as Sage will most likely freeze up on you again. But that will confirm data corruption.  If you don't see anything wrong that doesn't mean your data is not corrupted somewhere in your customer records. For example one of my customers could not run an A/R Aging Report after his data was converted from version 2005 to version 2018.  We discovered that he had a blank GL account, which we fixed and now the A/R Aging Report runs.

    If you want me to take a look at your file let me know and we can take this offline. 

  • in reply to KimClement

    I just looked at the Customer List Report. All seems to be in order there. I even added columns (like the GL account). everything seems to be in good shape there.

  • in reply to KimClement

    Sage also recommended an Customer integrity check. It didn't come up with any errors there either by the way.

  • in reply to Pattie O

    If you have done the Integrity Checks with no errors that just means Sage did not run a test where your data is corrupted.  Did you include the JRNL Headers and JRNL Rows in the IC and did you run the indexes from accounting period1?

  • in reply to KimClement

    We did run the indexed from account period 1. We did not include JRNL Headers and JRNL Rows because that was not in Sage's instructions. So, I guess that would be the next step?

  • in reply to Pattie O

    yes that is correct.  Then do the Sync Test for Customer/journal and the Invoice payment sync test for A/R, and check to ask each time.

  • in reply to KimClement

    Thank you. We'll try that tonight when everyone is logged out of Sage.

  • in reply to KimClement

    Our IT guy ran all of those steps with no luck. He said he'll call Sage again this morning.

  • in reply to Pattie O

    I really hate to be the bearer or bad news but your data appears to be corrupted beyond Sage's internal fixes (Data Verify and Integrity Checks). Our data recovery team may be able to fix your corrupted data.  If you want to send us a backup of your data we will give you a price to fix it.  If we can't fix it we do not charge you. 

  • in reply to KimClement

    Ok. Thank you. I don't want to step on our IT company's toes. So, I'm going to let them do their thing first and take it from there. Thanks very much for all of the suggestions. I'll keep you posted.

*Community Hub is the new name for Sage City