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Titanized

Sage Drive Management Center - Phantom User with 2020.2

Posted By

Is anyone aware how to remove or deal with a phantom user within the Sage Drive Management Center? We are currently using 2020.2.

When we attempt to add a previous user, an error is returned indicating the user already exists. This user cannot be seen either by listing by company or user. The remaining user count does not include this phantom user. In other words... If six users are added of the available 40 users, it indicates 34 are available, but when we try to add a previous user to the company, which is different than the six users already added, this error is returned. This is why I am calling it a phantom user.

After waiting on hold for 65 minutes on an existing ticket, Tech Support gave two suggestions... 1. Remove the share and the company and try again, which we already tried with no luck. 2. Recreate the company share with a new Sage ID owner email address, which we are not excited to do for obvious reasons. I guess a third option would be to use a different email address for this particular user's Sage ID. Our problem with using a different email address is it creates yet another exception within Sage that has to be managed differently from the norm. 

Has anyone else dealt with this issue? We are not in a position to update to 2021.0 and move away from Sage Drive and go to Remote Data Access. This is actually how we got to this issue in the first place, as we just rolled back after updating to 2021.0. 

  • 0

    I am actually having this exact issue. Also had to role back from 2021 due to issues with the update. Did you ever get a resolution to this? Any help is appreciated!

  • 0 in reply to Joe1123

    Unfortunately, we did not get this resolved. Tech Support told me they did not have a tool available to go into the Sage Drive and administratively remove the phantom user. Their reasoning was the Sage Drive was the old system and they were not going to invest any time or effort on it. This was two weeks ago, when they just started the Remote Data Access rollout.

    We were not willing to once again roll the dice with Sage and try their work around with a different owner email address, as they suggested. We also did not create a new email address to replace the phantom user.

    Our work around for now... The user that was effected by the phantom is now logged in with the owner's Sage ID. This has been working without any issues. Tech Support recently told me multiple users can use the same Sage ID, which is contrary to what I have been told in the past.

    On a side note, having multiple users using the same Sage ID helps us with the issues with owner only functions within Sage. It simply saves time and brain damage from a user logging out, logging in as the owner, performing the owner functions, then logging out as the owner and logging back in as the user.

  • 0 in reply to Titanized

    Hi , 

    Very sorry to hear this. Using the email tied to your Sage City profile, I was able to locate your initial support ticket 800xxxxx164 with chat on July 29. I'm not seeing any notes beyond their request for you to call in so I've forwarded your comments onto the Sage 50 US support management team and asked them to review and follow up. Will update you with any news. 

    Warm Regards, 

    Erzsi

  • 0 in reply to Titanized

    This worked for me! Thank you for all the help. I was under the same impression from speaking with the tech rep when we switched to the could that it was one user per Sage ID. So I guess I could have only paid for one in hindsight. Hopefully when they force the 2021 update next year they have all the kinks worked out.

  • 0 in reply to Erzsi_I

    You should have notes from my call to Tech Support on 07/29, I used the chat support ticket number in an attempt to get through the queue faster. I did not receive an email with the KB article(s) as promised, so I assume Tech Support dumped my ticket. Any updates would we appreciated.

  • 0 in reply to Titanized

    Unfortunately, management from Sage 50 US support does not have newer suggestions beyond what was suggested on the 29th at this time.

*Community Hub is the new name for Sage City