I have installed the update and now all of my data files are corrupt. Subsequently I cannot even load the programme. I am at a complete loss as to how to recover from the catastrophe.
I have installed the update and now all of my data files are corrupt. Subsequently I cannot even load the programme. I am at a complete loss as to how to recover from the catastrophe.
Hi ,
Thanks for reaching out. This sounds serious, believe I found your account with the email tied to your profile and have escalated
Support Ticket (800xxxx806). I've asked Sage 50 CA management to reach out. Gave them the phone number ending 780-xxx-x520.
Will update you with any news.
Warm Regards,
Erzsi
I installed the 2020.2 update for the Accountants Edition and had some problems. Apparently, Norton does not play nice with this update. Sage Support connected in and tried a number of solutions but in the end we had to uninstall, totally, Norton. Then a full install of 2020.2 was able to complete. I have since installed on another computer, without Norton, and all went well.
My issues have been addressed efficiently and quickly. I am back up operating at full speed. Thank you SO much!
Great to hear that my colleague Mauro helped successfully
I have the same problem, nothing will open. Can you post a solution?
Once Mauro in Sage 50 support got involved it was solved within minutes, but it wasn't something I could ever do myself
There is now a Knowledgebase Article #105544 from Tues that gives some info on the Norton issues and how to install.
We had the same issue. There are eleven separate sets of books in the group. The first two conversions went fine no issues. The third corrupted and we have put a halt on upgrading. Can't call support they have "no representatives available" and refer you to the web page and tell you to call back if can't be solved. Call back, no reps available.
Erzsi_I, can we have someone get in touch with Mr. Noden? This is unacceptable that someone can't reach support when they need it.
Thanks,
Andrew
Hello Jay Noden,
I'm very sorry about our current wait times. I see that you're a SAN partner and have forwarded your message onto Sage 50 CA's support team for callback setup. Will update you with any news. Notes are on your account with support ticket ending 800xxxxxx613. Curious, when you phoned, did you use the SAN support number 1-866-665-2559?
Warm Regards,
Erzsi
Thank you for responding. I am at a clients office and they called in so not actually sure which number was used. You are likely correct in that it was whatever number they have on file here.
I am facing the same problem, could you please help.
Hi Tandin Phurba,
Here's some:
If you have Sage Drive and are having trouble launching your database, see KB105575 - "Error: "Unable to open company file" when attempting to convert Sage Drive files to 2020.2" with instructions. As part of the 2020.2 release, customers who use Sage Drive are required to go through cloud on-boarding as the function is transitioned to the new Remote Access. Please ensure there are NO special characters (/, //, = etc) in the company file name or else this will trigger an error. Please edit out any of those special characters from the company name and try the cloud on-boarding process again.
Note that converting your Sage 50 CA data requires you to be in single user mode, sysadmin (is the default user*). The software would have required a password be set for the sysadmin user. If this is unknown, a password override request can be asked of the support team. KB10362 "What can I do if I forget or lose my password?" here provides you with additional details. You can contact Technical Support at 1-888-522-2722 to request a password override which is a chargeable service if you're not on an active Sage Business Care plan.
Any Norton Anti-virus user should also see KB10554 "Sage 50 2020.2 crashes with no error message after I select a company file and try to open it" .
Let's re-visit our previous post, called Part 1 of 2: Sage 50 CA Data Conversion Tips , where we shared some top tips for users with data conversion issues.
Here's are some resources for working with your data:
Backups |
EN |
FR |
Check the integrity of company data |
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How do I create a backup? |
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How to restore from a backup? |
Hope this helps!
Erzsi
Me too. I stopped sharing the file as a restore had to be completed. Everything worked fine. I "shared" the file again but when it came to the end of day back up, the file is now corrupt and no one has access to it, despite it had said it was sharing etc. The update corrupts the file and locks us out of the program. This is not cool! I spent an hour of Live chat (received a ticket number) and was asked to call in - going on an hour of waiting for a call back.
Seems like the .2 release has some issues. Even the dedicated accountant support line is giving a message that no support agents are available and call back later.
*Community Hub is the new name for Sage City