Solution Properties
Solution ID:
200427112234042
Last Modified Date:
Wed Aug 12 15:20:44 UTC 2026
Taxonomy Path:
Case category//I have a problem with...//processing
Author:
[email protected]
Software freezes or closes when working with customers and suppliers
Description

When you enter supplier payments or customer receipts, pressing 'Save' or 'Close', the window can freeze or the software closes.  This can also occur in other windows when you select a customer or supplier. 

There are several reasons why this can occur.  

Cause
Resolution

Check your Windows regional settings are correct

Check that the Windows regional settings are correct for your location. For example, the United Kingdom.

 

Check Demo Data

  1. Go to File, select Open, then select Open Demo Data.
  2. Enter Manager in the Logon field and press OK.
  3. Post the relevant transaction type. For example, if the software freezes within supplier payments, post a supplier payment.

If the same issue occurs in Demo Data, you must uninstall and reinstall Sage 50 Accounts.

If the same issue doesn’t occur in Demo Data, continue to the next section.

Clear the check for duplicates checkbox

The issue can be due to the time taken to check for duplicate entries.

You can disable this feature:

  1. Go to Settings then select Company Preferences.
  2. Select the Parameters tab and clear the relevant checkbox:
    • Customers - Check for duplicates in Customer batch entries
    • Suppliers - Check for duplicates in Supplier batch entries
  3. Press OK.

Save the bank record again

Corruption in the bank record can also cause this issue. Save the bank record again even if there have been no changes.

  1. Go to Bank accounts and select the relevant bank account.
  2. Select Edit then press Save.
  3. Try to post the relevant transaction type again.

If the issue still occurs, continue to the next section.

Supplier Payments window freezes

If the supplier name exceeds 53 characters and 'Online Payments' is selected in the 'Bank' tab, the supplier payments window can freeze.

To resolve this, shorten the supplier name to fewer than 53 characters.

  1. Go to Suppliers, select the relevant supplier, then select Edit.
  2. Change the Company name to fewer than 53 characters.
  3. Press Save then Close.

If you aren’t posting Supplier Payments, the Company name is fewer than 53 characters or the issue still occurs, continue to the next section.

Run the Check Data option

Corruption within the data can also cause this issue. If there are no errors, you must also check for the following warnings and comments:

'Account (customer or supplier account) has an invalid account status'

'Account (customer or supplier account) has an Invalid Currency'

To check your data:

  1. Go to File, select Maintenance, then Check Data.

For more information about how to fix any errors, warnings or comments in the data, visit sage.co.uk/mydata

If the issue still occurs, continue to the next section.

Run maintenance on your data

  1. Go to File then select Maintenance.
  2. Select Recovery Tools then, if prompted, take a backup.
  3. Select Reindex and Compress All then press OK.
  4. Select Recalculate Transaction History then press OK.
  5. Press Close then Yes.
  6. Press Close then Close.
  7. Try to post the relevant transaction type again.

If the issue still occurs, continue to the next section.

Create new cheque and remittance data files

Corruption in the cheque or remittance data files can also cause this issue.

Issue persists

If the issue still occurs, contact our Sage Technical Support.

 

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Steps to duplicate
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