 NOTE: Refer to this guide if you see this issue after you install your software. If the issue occurs after uninstalling and installing an earlier version of Sage 50 Accounts, refer to this guide.Troubleshooting stepsFollow the steps in each section below and retry opening your software after each section. The issue could simply be the access level on your Windows user. To test this, log on as an administrator and try to open Sage 50 Accounts. If you can't log on as an administrator, try to run Sage 50 Accounts as an administrator: - Right-click the Sage 50 Accounts shortcut, click Properties.
- Click the Compatibility tab.
- Under Privilege Level, select the Run this program as an administrator check box.
- Click OK, then open Sage 50 Accounts.
If there are any other Sage 50 Accounts shortcuts on the desktop, try these first. Try to open the software using Programs in the Start menu. To check for any updates to your current version, visit www.sage.co.uk/au. You can then download and install any required updates. If your software is up to date, continue to the next section. The software creates these files only if it's been run on the computer. - Close Sage 50 Accounts.
- Rename the folder C:\Program Data\Sage\SDK Licence to C:\Program Data\Sage\SDK Licence OLD
- Browse to C:\Program Data\Sage\Accounts\**version number** and delete the sage.usr file.
It may also be necessary to remove the account number from the registry: - Hold down the Windows key and press R, then type regedit and click OK.
- In the left-hand pane, browse to HKEY_CURRENT_USER\Software\Sage\Line 50 and double-click AccountNumber and delete the contents and click OK.
- Click File then click Exit.
- Browse to the Sage 50 Accounts program directory, by default:
- 32-bit operating system - C:\Program Files\Sage\Accounts
- 64-bit operating system - C:\Program Files (x86)\Sage\Accounts
- Right-click sage.exe and click Run as administrator or, if this isn't available, Open.
If the software opens successfully, to create a new shortcut, right-click the sage.exe file, click Send to then click Desktop(create shortcut). If you haven't done so already, reset the Sage 50 Accounts subscription key. Read more > The software creates these files only if it's previously been run on your computer - Close Sage 50 Accounts.
- Rename the following files to <>.old:
| 64-bit operating system | - C:\Users\**Relevant User**\AppData\Local\VirtualStore\Windows\Syswow64\sglch32.usr
- C:\Windows\SYSWOW64\sglch32.usr
- C:\ProgramData\Sage\Accounts\sage.ini
- C:\ProgramData\Sage\Accounts\LaunchpadSettings.xml
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| 32-bit operating system | - C:\Users\**Relevant User**\AppData\Local\VirtualStore\Windows\System32\sglch32.usr
- C:\Windows\System32\sglch32.usr
- C:\ProgramData\Sage\Accounts\sage.ini
- C:\ProgramData\Sage\Accounts\LaunchpadSettings.xml
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To reset Microsoft .NET Frameworks, you need to turn them off then turn them back on again, or if necessary, uninstall and reinstall them. NOTE: The following instructions are for guidance only. Note, we don't support the installation of Microsoft .NETFrameworks. If you require help with this, you need to contact your local IT support or Microsoft support. Windows 10 and 11Uninstall Microsoft .NET Frameworks- Hold down the Windows key
 and press X then click Control Panel. - Click Programs then click Programs and Features.
The Control Panel can be set to view by icons, if so, click Programs and Features. - Click Turn Windows features on or off.
- Clear the .NET Framework check boxes then click OK.
- If prompted to restart your computer, click Restart now.
Hold down the Windows key  and press X then click Control Panel. Click Programs then click Programs and Features.
If the Control Panel is set to view by icons, just click Programs and Features. Click Turn Windows features on or off. Clear the .NET Framework check boxes then click OK. If prompted to restart your computer, click Restart now. Reinstall Microsoft .NET Frameworks- Hold down the Windows key
 and press X then click Control Panel. - Click Programs then click Programs and Features.
If the Control Panel is set to view by icons, just click Programs and Features. - Click Turn Windows features on or off.
- Select the .NET Framework check boxes, so they show as
 or  , then click OK. - Click Download files from Windows Update, then if prompted, click Restart now.
Hold down the Windows key and press X then click Control Panel. Click Programs then click Programs and Features.
If the Control Panel is set to view by icons, just click Programs and Features. Click Turn Windows features on or off. Select the .NET Framework check boxes, so they show as or , then click OK. Click Download files from Windows Update, then if prompted, click Restart now. - Click the Start menu then click Control Panel.
- Click Programs then click Programs and Features.
If the Control Panel is set to view by icons, just click Programs and Features.
- Click Turn Windows features on or off.
- Select the Microsoft .NET Framework 3.5 check box, so they show as
 or  , then click OK. - Click Download files from Windows Update, then if prompted, click Restart now.
Also download and reinstall the Microsoft .NET Framework 4.6 from the Microsoft website. Click the Start menu then click Control Panel. Click Programs then click Programs and Features.
If the Control Panel is set to view by icons, just click Programs and Features. Click Turn Windows features on or off. Select the Microsoft .NET Framework 3.5 check box, so they show as or , then click OK. Click Download files from Windows Update, then if prompted, click Restart now. Also download and reinstall the Microsoft .NET Framework 4.6 from the Microsoft website.
Check for data-related issuesTo check for data-related issues, see if you've the same problem when opening Demodata. To open the demonstration data: - Open Sage 50 Accounts and in the Select Company window select Demonstration Data then click OK
If the Company Selection window doesn't appear, browse to C:\ProgramData\Sage\Accounts\ and delete the sage.ini file. You can now see the demonstration data when you next open the software. If the same problem doesn't occur, this indicates it's an issue with your company data, which may be corrupt. You may need to restore an error-free backup as a new company. If the same problem occurs opening Demodata, continue to the next section.
Check the Windows System Information appIf your software hangs on the splash screen after login, it could be an issue with the Windows System Information app. - In the Windows search bar enter system information, then click System Information
If this window populates, as shown in the image below - Then there's no issue with the System Information App, so move onto the next section in this guide. If the System Information window is blank or displays an error message, this indicates an issue. To resolve this: - In the Windows search bar, enter cmd then right-click Command Prompt and click Run as administrator.
- Type net stop winmgmt, press Enter, to continue press Y if asked, then press Enter.
Unable to stop winmgmt?If you're unable to stop winmgmt. Hold down Ctrl, Alt and Delete on the keyboard and select Task Manager. Click the Services tab and locate Windows Management Instrumentation, right-click and click Stop. - Type winmgmt /resetrepository then press Enter.
This will report that the repository has been reset.
- Type net start winmgmt, press Enter, then close the Command Prompt.
This may report that the WMI Service is already started, which can be expected.
- Open Sage 50 Accounts and log in to the company. If the issue persists, continue to Step 6.
- Uninstall then reinstall Sage 50 Accounts.
If the Windows System Information app is still blank, then contact your IT administrator for further help. If the issue persists, continue to the next section.
Are you using Malwarebytes?If you're using Malwarebytes, the sg50End.dll file may be quarantined in error if you're using v29. If you're experiencing this issue, you'll need to update your Malwarebytes as they've now allowed this file. Click here to update. Read more > The pop-up message below from Malwarebytes will display when attempting to open Sage 50 Accounts v29 
This indicates that a file used by Sage 50 Accounts has been quarantined. To fix this: - Click Open Quarantine to display the list of quarantined items
- Select the tick box to the left of the sg50End.dll file, then click Restore
- Select the Allow List tab, click Add and then add the C:\Program Files (x86)\Sage folder to the allow list, as shown below:
Once the Sage folder is added to the allow list, try again to open Sage 50 Accounts. If the issue persists, you'll need to uninstall and reinstall your software.
Repair install your softwareIf the above steps haven't resolved the issue, you'll need to repair install Sage 50 Accounts. Click below to see the steps: Read more > - Press the Windows key and R.
- Enter appwiz.cpl.
- Double-click the Sage 50 Accounts shortcut.
- When prompted, choose Repair.
Uninstall / Reinstall your softwareIf the above steps haven't resolved the issue, you'll need to reinstall Sage 50 Accounts. Click below to see the steps: Read More >If you're having this issue after installing an update, try installing the update again before continuing. Open the Windows start menu then click Control Panel. Click Programs and Features then remove Sage 50 Accounts. Delete the Accounts folder where your software is installed. By default, the path to your Accounts folder is: 32-bit operating system - C:\Program Files\Sage\Accounts 64-bit operating system - C:\Program Files (x86)\Sage\Accounts Clear the temporary files. NOTE: If originally installed from a download, before clearing the temporary files, copy the Sage Accounts folder from the temporary files to the desktop. - Hold down the Windows key
 and press R then type %temp% and click OK, locate and copy the Sage Accounts folder and paste onto desktop
To clear the temporary files:
- Hold down the Windows key
 and press R then type %temp% and click OK. - Hold down Ctrl and press A then press Delete and click Yes.
Open the Sage Accounts folder copied to desktop in the above step and double-click the file Sage 50 Accounts vXX or Sage 50 Accounts vXX.msi, where XX is your version number, for example, v26. Click Custom install and choose a new location to install to, for example, C:\Program Files\Sage\Accounts_vXX, where XX is your version number, then complete the installation. Try opening the software.
Check your antivirus softwareIf you're still having a problem, some antivirus software can interfere with files needed by Sage 50 Accounts, if you use Bullguard or Webroot you can find out more below: Read more > NOTE: For help with your antivirus software, please contact your local IT support or your antivirus software support. If you have antivirus software on your computer, check if the software has quarantined any Sage files or folders. If so, add those Sage files and folders to the antivirus exception list, then either restore the quarantined files from within the antivirus software, or reinstall Sage 50 Accounts. If you are using one of the following antivirus software please refer to our additional guides: Bullguard - Read more > Webroot - Read more > If this resolves your issue, you should also modify your antivirus software to exclude Sage files and folders. If the issue persists, continue to the next section.
Check for sg50fil.dll Search in C:\Program Files (x86) for sg50fil.dll or sg50filt.dll Rename it to sg50filter.dll and try to reopen the software. If the issue persists, continue to the next section.
Rename ACCDATATake a full backup of your data, and follow the steps in this guide to create a new ACCDATA folder that may resolve the problem. If it doesn't, then proceed to the next step below.
If the issue persistsIf you still experience the issue, work through our advanced troubleshooting guide > If you require further help with this, call our technical support team. |
