Hi Stuart,

Thanks for using Sage City.

Can you go to File > Maintenance > Check Data and let us know if you have any errors?

Regards,

Ian

Sage UKI

Hi Ian,

Thanks for taking the time to respond. I back up every day and at leat once per week run the check data option which gets prompted just before the back up is run. I rarely have errors ( once in the past 3 years ) so I am confident there are none. I usually get the odd comment here and there if some of my transactions are dated in the future, but errors are extremely rare. I guess it must be something else.

Hi Stuart,

Thanks for that information.

I would try the following.

1) Go to File > Open > Demo Data and try the same steps in the demo company and see if you see the crash.

If the crash occurs in demo data i would advise giving us a call or web chat to troubleshoot further.

2) If you have a second computer try it on there in your own company and see if the crash happens.

If the crash happens on the second computer please follow these steps

- Go to File > Maintenance > Check Data > Recovery Tools > Take a backup when prompted and then select the following options one by one on in this order:

Reindex and Compress All
Recalculate Transaction History
Recalculate Period Values
Reset Transaction Status

This may take some time depending on data size. Do not do these steps if you have errors.

This should resolve the issue.

Regards,

Ian

Sage UKI

Hi Ian,

Thanks - there are a couple of things for me to try here.

Just FYI, the error that I referred to in my earlier reply to you -the one that has happened just once in the past three years was actually about a week ago. I thought that I had lost a day's work. I did have to do the 4 things you have listed above to get the issue resolved ( i.e. re-index and compress, reset transaction status etc) It took about an hour and a half anyway but it did rectify the issue but I only mention it because I know this has been done in the past 10/11 days. 

Hi Stuart,

If the error is gone now that should be okay providing it was fixed correctly.

Our webchat team are available at the bottom of this page under "Lets Talk" if you need further help with it.

https://my.sage.co.uk/public/help.aspx#/customer/support/accounts

Regards,

Ian

Sage UKI

Just as an update to this, my original post did have an error in it. I gave an a example of the issue and described the situation when I was in the customer activity screen. Well that was wrong, it doesn't happen in the Customer activity screen,BUT it does occur when in the Bank activity screen. In other words, if you make an edit to a payment or a receipt etc whilst in the bank activity screen, although Sage does make the edit, it crashes the system immediately after, and when you log back in, it prompts you to use the check data option as it 'detected Sage wasn't shut down properly' or words to that effect. I'm not sure this makes any difference but thought I would share anyway.

Hi Stuart.

Thanks for using Sage City.

What i would do if this happens again there maybe issues, reading a certain file in the background of Sage, We usually would then advise to follow the steps below. 

1. Click File, then click Maintenance and click Check Data.
2. Click the Warnings tab and if either of the following warnings appear, make a note of the amounts:
   
   • Sales aged balance disagrees with Debtors Control by (amount).
   • Purchase aged balance disagrees with Creditors Control by (amount).
3. Click the Technical Information tab then from the Dataset Information section, note the number of Splits.
4. Click Recovery Tools, when prompted, follow the instructions and create a data backup.
5. Click Reindex and Compress All, then click OK.
6. Click Recalculate Transaction History, then click OK.
7. Click Recalculate Period Values, then click OK and click Close.
8. When prompted to check the data again, click Yes.
   
   If the error is still present, you must restore an error free backup and reprocess, otherwise continue.
9. Click the Warnings tab and check for aged balance warnings:
   
   If the warnings disappear, continue to the next step.
   
   If the amounts differ to step 2, restore an error free backup and re-process, otherwise continue.
10. Click the Technical Information tab then in Dataset Information, check the number of Splits.
    
    If the number differs to that in step 3, restore an error free backup and re-process.

Hopefully once this is done it should stop any issues with your data/program misbehaving or point us to the main source of the problem.

If this has answered your question please click More > Verify Answer.

Regards,

Michael
Sage UKI

Hi Michael,

thank you for the feedback. The issue only happens when I edit in the Bank activity screen which is very seldom.

I have run the checks you said about before whilst tackling a different issue and if I remember correctly, those checks took well over an hour to run. So on balance at best I think I'll have to train myself to not edit in that particular screen and at worst, learn to live with it.

Thanks again