Sage 50 CDN Update Failures

Can I ask if users are experiencing when upgrading your versions of Sage 50 CDN. With this latest update 2020.1 and previous releases when the upgrade runs it attempts to locate the install directory as "C:/Program Files (x86)/Sage 50" but Sage 50 installations install the full path name of the product, ie "C:/Program Files (x86)/Sage 50 CDN Premium 2020" the install path has never been "Sage 50" only.

This causes a ton of issues, number one, you must uninstall the product completely and install the full version and have a serial key, activation code. Honestly it's been a huge pain in the butt upgrading this product in the past.

Your experiences? Thanks

  • 0

    I was able to upgrade my current version to 2020.1 but am unable to open my files. I get the error message that files are missing.  I tried the fix on KB 102532 (?) and they don't work either.  Wonder if CRA will allow this excuse for my late payroll remittance filings? :)

    Why can't upgrades be easier? It seems to me that every version upgrade causes issues.  It's frustrating - as it is for the support department too! 

  • 0

    I always dread doing the Sage updates.  Even if everything goes perfectly, it's a half hour or more to update each computer, depending on how many reboots, etc., are required.  I swear if the only thing they changed in one of their updates was the logo, it would still require a half-GB installation file download and 2 reboots to install it.

    The latest 2020.1 fiasco shows serious problems with their QA department - they obviously didn't test under very standard conditions.  It's the kind of problem I expect from a 3-person Dev shop, not a large company that (one sincerely hopes) has a dedicated QA department.  Is the only thing they test for is a local database on the system drive?

    I didn't know there was a problem with the Update installation, I've so far only done a full installation on a new machine.  The install path should not be hard-coded, that should have been a registry entry when the initial install was done.  If this is true it's another fail in the QA department.  However, doesn't it at least give you the option of entering the correct installation path?

  • 0 in reply to JoeSchwarz

    To be fair, I just did the 2020.1 update on two machines and it did use the correct installation path.  This was using the installation EXE that was released January 6, not the earlier one.

  • 0 in reply to JoeSchwarz

    It does not give the option to browse to the location, I wish I had screen shot the message window. Sage 50 version installation increment so you have + installations if you have used their software for years. Every installation adds the year version, really stupid and does cause Connection Manager issues as well with other users.

  • 0 in reply to JoeSchwarz

    I also downloaded the latest January 6 installation but it still didnt detect the correct path, when you go into File Explorer what is the path it installed under "Sage 50" ? OF does it have the full name of the software?

    In your case it should then be "C:\Program Files (x86)\Sage 50"

    Thanks

  • 0 in reply to StandardSupport

    Hi 

    Sounds as though the original default path of the 2020 install was modified? Also, perhaps check Which install was used. 

    When updating also check the file size. Note that the downloads for the Full software version is 394MB in size (see KB100797 for the download). This is what that install looks like, it asks for the file location

     

    Users on version 2020.0 looking to install just the update of 2020.1 would have a file size of 106 MB (see kb102293 For the download). The downloads were updated on January 6 2020 and announced in this post. This is what that install looks like, note that it doesn't require a file location as it automatically installs itself to the default location of the Full install.

     

    By default the full version of the software should install to: C:\Program Files (x86)\Sage 50 Accountant Edition Version 2020 

    The update installs itself to various folders linked to the Full version's install. See our video Sage 50 Canadian Edition version 2020.1 Release Fix for more data conversion tips.

    Hope this helps clarify your questions.

    Warm Regards,
    Erzsi

  • 0 in reply to Erzsi_I

    When an installation upgrade fails and gives a user the following path of error, "C:\Program Files (x86)\Sage 50" then this is installation issue. Each version we have ever installed always uses the default with the versioning year as mentioned in the install path. Sage 50 is probably one of the worst product to perform upgrades in my 20+ years in the IT industry, this is not the first time upgrade issues have occurred.  Since we indeed had that path you mentioned its clearly the upgrade that seems to be the issue and we this occurred not only on the earlier upgrade but also on the January 6th version. And  to be clear its not asking for an installation path, it's displaying the message installation failed due to not finding the correct path., which it then displayed the path -> C:\Program Files (x86)\Sage 50

  • 0 in reply to StandardSupport

    Here is the full path of my upgrade installation:

    C:\Program Files (x86)\Sage 50 Premium Accounting Version 2020\Sage50Accounting.exe

    I always just let it use the default it asks for, although it shouldn't be a problem if somebody wants to put it somewhere else.  Usually programs track their installation folder with a registry entry.  A useful Support hint would be tell us exactly where the install is retrieving the assumed installation directory, if it's in a registry key like I assume you could then use regedit to find it, perhaps even fix it if that is incorrect, and then presumably the upgrade install would work correctly.  Although if it's found that one registry entry is incorrect, then the whole install becomes suspect, so your safer bet might be to do a full install of 2020.1 like you have been doing.

    Note, you might be dealing with a badly formatted error message (i.e. it doesn't actually think that's the install path, but the actual path got truncated in the display of the error message).

  • 0 in reply to StandardSupport

    Why is this still happening ? the 2023 update has the same problem.

  • 0 in reply to Latitude

    I "installed" the latest downloaded upgrade last night and today Sage is telling me the installation didn't work and I need to reinstall, so yes. Unfortunately, I have the added problem of Sage's websites more often than not telling me I don't "have access" to my profile, old cases, or even the knowledgbase.  Today has not been a fun day.

  • 0 in reply to Cheryl Smith

    Hi 

    Thanks for reaching out. Here's our Sage 50 CA Clean Re-Install Tips blog which may be of assistance.

    The downloads below are available without logging in:

    Download:
    Version 2023

    article (FULL  product download)


    article 2023.1 update only

    Download:
    Version 2022

    article (FULL  product download)
     

     article   (2022.4 update only*)

    Also in the process of reviewing your Customer Portal (access to your product codes) and Knowledgebase (access to downloads and support resources) login. Will update you from [email protected] once your access is fixed.

    Warm Regards, 
    Erzsi

  • 0 in reply to Erzsi_I

    Hello Erzsi,

    I'm very grateful you saw my post and have responded. However, the only link that worked was the link to Clean Re-install Tips. When I clicked on the others, I still was taken to a page that said "The entered account does not have access to this website."

    I have had this problem in the past and cleaning out the cache worked, but it isn't this time. I am experiencing the same problem in both Chrome and Firefox.

    To top this all off, I am  now unable to uninstall 2023 to try to do a clean re-install. My anti-virus program (Trend Micro) did a scan this morning and quarantined and deleted some Sage files saying it had found trojan horses in them. I will have my husband look into this more after he gets off work.

    In the meantime, I look forward to hearing from customer support regarding my access.

    Kind regards,

    Cheryl

  • 0 in reply to Cheryl Smith

    Thank you for these details ,

    Apologies for the delay, your logon is now fixed! Hope you received my email. Previously, if you were still signed into the Sage Knowledgebase you would have needed to click on "log off" before going to the download links in my previous post. Thank you for your patience.

    Warm Regards,
    Erzsi

  • 0 in reply to Erzsi_I

    Thank you again for your help, Erzi. Everything seems to be working ticketyboo now. I'm a happy bookkeeper. Slight smile

    ~Cheryl