Hi

Does sample open?  Is you file going through conversion wizard?

if sample opens and your file doesn't open then you have data issue,  if you data is going through conversion process and failed at the end, then you have conversion issue, best try a backup or call support.

2020 sample is located here 

C:\Users\Public\Documents\Simply Accounting\2020\Samdata

Yes I can open the sample file but cant convert my other files to 2020.1. I think its conversion issue because the files which I create in 2020 update that's files I can open into 2020.1 but not the other files from 2019. I talk to support yesterday for almost 8 hours and did solve the issue. Then I call again at evening and a support analysist told me that Sage is probably going to issue another update in coming week so better to wait

So now wait and see.......

Hi, I don't think there is any more updates coming. 

Hi ,

If the sample company is opening but you're still having issues with your company files. Note that both data location and Windows permissions may be a factor. The Windows operating system is usually installed to the C:// drive, your data should also be located here for full permissions to take effect.

Sage Drive users should also un-select the automatic backup option on the Upgrade Company screen. Several partner accountants appear to be doing this with regular files as well and are having success.

Hope this helps,
Erzsi

Hi Erzsi

Thanks for your reply. We have conversion problem. The files which we created in 2020.0 we can convert into 2020.1. But all other files of different client cant be converted into this new upgrade program. We always un-select the automatically create backup and when conversion start, it always stop 7/30 (Overall progress). This new upgrade did not work on any computer

Right now we are still using the 2020.0 and did not upgrade

Please advice

Thanks 

Hi Shafiq,

Thanks for the response. I was able to locate your Account at Sage and reviewed the support ticket ending 800xxxxxx198. I see a note that our colleague Geoff made about disabling Bit Defender as it may be blocking MySQL still. I've forwarded your comments and the case for review by Sage 50 CA Support's management and I've asked for a callback to be setup.

Did you have your IT review KB 86048 for Third party utilities, anti-virus and firewall issues with Sage 50 ?

Will update you once I hear from the team.

Warm Regards,
Erzsi

Thanks a lot Erzsi. I really appreciate it. Yes we follow the Geoff instructions. We uninstall the bitdefender, we remove all folders from google drive, but the problem is still there.

Is it possible if we can schedule a phone call after 05.30 then our IT professional will come too and we can figure out the problem. IT professional is not available on Wednesday.

Thanks a lot

Hey Shafiq Choudhry,

Update that our colleague Mauro has been asked to reach out as close as he can to 5:30pm your time today.

Warm Regards,
Erzsi

Sure 05.30pm today 

Thanks a lot

I will really appreciate all this help.

Hi Erzsi

I did not receive any call at 5.30 yesterday then I called by myself and the support analyst accessed our computer remotely but then he scheduled a call back 4.30 for today (wednesday). But because BC office was closed today thats why we did not received any call. Is it possible if we can re-schedule the call back for tomorrow (thursday) 4.30 (Saskatchewan time). We tried our best to solve this issue, our IT professional could not solve the issue. So I don't know what to do.

We will really appreciate a solution

Thanks

Good morning Shafiq Choudhry,

Very sorry to hear that the callback didn't work out. I've sent a follow up with your message to the team. Hope to update you shortly.

Warm Regards,
Erzsi

Thanks Erzsi

Is it possible if we can schedule a call with some most experience support analyst/supervisor so able to solve the issue.

Thanks a lot

Shafiq 

Hello yes this has been assigned to an L2 analyst named Mauro.

Thanks 

so it should be today after 4.30? Because I need to call our IT Professional so he will be here too.

That is correct, Mauro has confirmed.

Thank a lot 

Just to let you know that we are waiting for call.

Thanks

Followed up with Mauro an hour ago and got a confirmation from him 45 minutes ago that he was on the phone with you and your team. I'll take his notes on what worked tomorrow.

Good Morning Erzsi

May be Mauro told you that the problem was not fixed. And Mauro advised us to wait and Sage will issue another update in a week or two. So we are still working on 2020.0.

Please advised.

Thanks

Hello Shafiq Choudhry,

Mauro let me know that you're running version 2020.0 and that he walked your team through updating payroll numbers. According the the notes on Support Ticket (800xxxxx198), "there is a third party cloud program blocking the conversions". Looks like the L2 team provided steps for updating the Firewall manually and left these with your IT?

Setting Inbound Firewall Rules for MySQL on the File server might help, see KB 87721 for steps. My colleague DeneshS found that for server-only installs the following rules need to be added to the Windows Firewall manually:

• C:\Program Files (x86)\winsim\ConnectionManager\MySqlBinary\5.7.27\mysql\mysqld.exe
• C:\Program Files (x86)\winsim\ConnectionManager\MySqlBinary\5.7.27\mysql\mysqladmin.exe
• C:\Program Files (x86)\winsim\ConnectionManager\MySqlBinary\5.7.27\mysql\mysql.exe
• C:\Program Files (x86)\winsim\ConnectionManager\MySqlBinary\5.7.27\mysql\mysqldump.exe

Version 2020.1 uses the new MySQL 5.7.27, also see KB 10080 for which processes and ports to allow through your firewall to ensure that Sage 50-Canadian Edition will operate correctly.

Related to third party installations that may be blocking MySQL also review the steps on KB 86048.

Also, I checked in with our product manager regarding your case. He tells me that there is no more updates coming out for 2020.1. The downloads below are the latest versions:

The CRA released updated claim amounts late for us to include the changes in the 2020.1 release. So these will have to be updated manually for any database.

There was no cloud problem. and Mauro did not mention any problem. All these stepe we already did but still the problem is there. We uninstall the anti virous, and L2 team did not provide any steps for updating firewall. 

Its so frastrating. I dont know why Mauro told us to wait for another update. 

And no L2 analysist figure out the exact problem yet.

We really appreciate if some one can help us to solve this issue.

Thanks

Hi Shafiq Choudhry,

Ok forwarding this to the Sage 50 support team again. I was refereing to our colleagues Geoff's notes from January 10 on Support Ticket (800xxxx198) but I now also see the support ticket ending 800xxxx252 with notes from Mauro saying he was sending the details to R&D. I've asked him about this as well. Did you prefer to be contacted after 5:30pm SK time again?

Warm Regards,
Erzsi

Sure or may be after 04.30 SK time. 

Please let me know when??

I really appreciate it

Thanks a lot

Hi Shafiq Choudhry,

Management has asked product management to intervene. I've just asked for a follow up and let them know that your IT is away on Wednesdays. Thank you for your patience with this.

I received a call from sage and schedule a meeting with Harjot and he will call tomorrow at 12.00. And then if he find any IT issues then we will schedule again.

Hopefully this time issue will solved.

I will let you know the progress

Thanks 

Glad to hear that, yes shortly after my post to you I got confirmation from Harjot saying that he reached out. Hopefully, you can identify problem files with him tomorrow and have the resolution steps apply to all the rest.

Hi Erzsi

We still have the same issue. Our files can't be converted into 2020.1. It looks like that we are the only one now who have this issue. We tried to solve the issue with Harjot but still did not get any solution. Really appreciate his help and time. 

Honestly very worried now, because worked with different IT professionals and they did not find out any problem in the system. Installed the update into home computer and try to update but no result.

I emailed to Harjot and request him some options...…..

Really appreciate if you guys help us to solve this problem.

Thanks 

Hi Erzsi

We still have the same issue. Our files can't be converted into 2020.1. It looks like that we are the only one now who have this issue. We tried to solve the issue with Harjot but still did not get any solution. Really appreciate his help and time. 

Honestly very worried now, because worked with different IT professionals and they did not find out any problem in the system. Installed the update into home computer and try to update but no result.

I emailed to Harjot and request him some options...…..

Really appreciate if you guys help us to solve this problem.

Thanks 

Hi 

After spending and waiting long time, finally our sage upgrade problem is solved. We really appreciate and thankful to Mr Harjot Aujla, Principal Support Analyst of Sage. He took our case and worked with us online and tried his best to solve this issue and finally he did. Thanks Harjot 

Thanks to all sage staff too

Shafiq Choudhry

Thanks for the update! From what I understand there was a sync issue with Google Drive which caused duplicate / invalid hidden files in the compay SAJ folders. Harjot advised that he had to remove these files manually which allowed the files to convert.

Hi, could you please share your solution? We have same conversion problem of the files from 2017.2 convert into 2020.1. We also un-select the automatically create backup and when conversion start, it always stop 7/XXX (Overall progress) then prompt error panel "unable to open the company file". Tried different computers with same issue and also read some Sage support suggestion but no luck. Now we have to keep using 2017.2. We have no Google Drive so that should have not sync issue. Any help? Thanks very much.

Yes sure

Our files were always stop at 7/30 (overall progress). 

"What we found to be the cause of the issue is the folders inside the database folder have read-only attribute on them. And cannot remove them manually to not read only in Windows Explorer.

And Harjot from Sage advised us 

What you need the IT person to do is, in the Command window, run “attrib -R -S /S /D "full path to where the files are saved*"” to remove the read-only attribute. Please remember add “\*” at the end of the folder path so it will reset all the files and folders

When I did this our most of the files were converted into 2020.2 but some files stop at 3/30. Then Harjot advised us again to remove the duplicate files (1) from the folders. So we are good now.

I think if you run attrib -R -S /S /D

your problem will solve

Thanks