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Keyworx

Downgrade to previous version VIP Classic

SUGGESTED
Posted By

I've got a problem updating some of my companies to version 5.3a from version 5.2a. I've made a full system backup when installing the new update.

It gives the error "Extend 32-bit runtime not responding" when updating "ETI History file" and I have logged a query with Web forms to Sage. 

I think I might know what the problem is however, as I have 4 new companies that were created by a VIP consultant as copies of my other companies. I've input all the employees in the new companies, but their starting dates are earlier than the start date of the company. Might that not be the problem? Otherwise the VIP consultant made a booboo with my companies.

When I want to restore the system backup, it states however to not restore a Backup made on a version prior to the current version or it will corrupt the database. How do I proceed now?

  • 0

    Good day

    Kindly confirm when exactly do you get this error.  Is it whilst the 5.3a update is busy installing?

  • 0 in reply to Leigh Nel

    The update was already installed and completed. When I open VIP again, it wants to update all the companies on VIP. All other previous companies updated correctly, only the 4 new companies that was created by the VIP consultant, does not want to update. So I currently have no access to them and I need to do payroll today. I really need help urgently

  • 0 in reply to Keyworx

    Good day

    If it only affects the one company, then the issue is data specific for this company.

    Have you tried rebuilding the specific company data, before updating it to the latest release? Click here for more details how to rebuild the specific company data.

    If this does not resolve the issue, we would recommend that you contact the support team via web form, to arrange with them to investigate the data.

  • 0 in reply to Leigh Nel

    Good day Leigh

    Thank you for the response. How do I know which file is the company file to rebuild?

    There are 4 new companies that won't update.

  • 0

    Hi Keyworx,

    We just wanted to confirm if the solution provided resolve your enquiry?

  • 0 in reply to Francois Brand

    Hi Francois. Every time I try to update, I tick the option to rebuild all of the companies, so this is being done every time and it still doesn't solve the problem. I'm having a call from Sage support later again to try and solve this problem. Seems it doesn't happen a lot. I think that when the companies were created by the consultant, something wasn't created correctly, which is now making the problem. Maybe as the companies were setup to be included with ETI and when I input the company profiles, the option changed, as the companies are supposed to be excluded from ETI. This is the only thing that makes sense, as I've tried everything else

  • 0 in reply to Keyworx
    SUGGESTED

    Good day Keyworx

    Due to the complexity of your query I would advise that you resubmit your query as a web form so that we can investigate further please.

    https://app.smartsheet.com/b/form/a549d45fc37844718805669a5418155f

    Please provide the exact error that you received.

    Confirm if you were on release 5.2a or 5.2b when you wanted to update to 5.3a.

    Did the error occur while the installation update to 5.3a was running or did the companies update and you are now on release 5.3a?

    We need as much information on the web form to assist. 

  • 0 in reply to AngeliqueD

    Good day AngeliqueD

    I have already done this and was assisted by Phumzile Shabalala (PHU) on 1562-564389, she phoned me back this afternoon as the consultant I got hold of, could not help me with my problem. I was unable to talk to her as I was busy on a deadline for payments to be made. She confirmed that she would phone me back by 16:15, but I haven't received the phone call yet. I suspect she got busy with other support calls and could not fit me in again. I'm hoping to get hold of her tomorrow to continue with the process. I was informed that she is one of the senior consultants and would be able to assist me the most.

    I am running 5.2a, but need to update to 5.3a to do roll over to April 2020. VIP Classic updates perfectly, but after updating and opening up the program, it starts updating the companies. All of the companies I have update correctly, except the 4 new ones (which are the ones I need and am working on currently). 

    The error "Extend 32-bit runtime not responding" happens when updating the "ETI History file" on all 4 of them. The same error.

    So I am hoping to sort this out tomorrow.

*Community Hub is the new name for Sage City