On opening any records in the software the following message appears and the software closes:

'SBD Desktop has encountered an error and will now close'

The problem can occur in both live data and Demo Data.

This issue has been seen to occur when some Sage accounts files need to be refreshed. It can also occur if you use Bitdefender Total Security 2015 or Security Defender antivirus software.

These steps have all been found to resolve the problem in different circumstances.

Run as administrator

• Right-click the Sage shortcut on your desktop and click Run as administrator.

Log in with a different username

Try logging into your company data with a different username.  For example, the manager login.

If the issue is resolved, you should either create a new username, or delete the criteria files of the affected user.  Read more >

Rename the sage.ini file

1. On your keyboard, press the Windows key  + E.
2. Browse to the following location: C:\ProgramData\Sage\Accounts
3. Locate and right-click the sage.ini file.
4. Rename the file as sage.old
5. Open the software again.

Rename the sage.usr file to sage.old

You should only rename this file if you have your serial number and activation key to hand. To find your details online, refer to this article.

1. On your keyboard, press the Windows key  + E.
2. Browse to: C:\ProgramData\Sage\Accounts\2019
   

   Replace 2019 with your relevant version.

3. Right-click the sage.usr file and rename it sage.old
4. Open the software again.

To prevent the problem from reoccurring in Bitdefender

If you get the same message when using other anti-virus or malware software, apply the same exclusions listed below.

1. Open Bitdefender.
   
   Bitdefender appears on the task bar as a white 'B' on a red background.
2. Click Protection then Antivirus then Exclusions.
3. Click Excluded processes then Add.
4. Browse to the following file:

   v30	32 bit	[Sage Accounts program directory]\SBDDesktop.exe You can check the program directory in Sage Accounts in Help, About. C:\Program Files\Sage\AccountsServiceV30\sg50svc.exe C:\Program Files\Sage\AccountsServiceV30\Sage.UK.Accounts50.Data.Service.Control_v30.exe
   	64 bit	[Sage Accounts program directory]\SBDDesktop.exe You can check the program directory in Sage Accounts in Help, About. C:\Program Files (x86)\Sage\AccountsServiceV30\sg50svc.exe C:\Program Files (x86)\Sage\AccountsServiceV30\Sage.UK.Accounts50.Data.Service.Control_v30.exe
   v29	32 bit	[Sage Accounts program directory]\SBDDesktop.exe You can check the program directory in Sage Accounts in Help, About. C:\Program Files\Sage\AccountsServiceV29\sg50svc.exe C:\Program Files\Sage\AccountsServiceV29\Sage.UK.Accounts50.Data.Service.Control_v29.exe
   	64 bit	[Sage Accounts program directory]\SBDDesktop.exe You can check the program directory in Sage Accounts in Help, About. C:\Program Files (x86)\Sage\AccountsServiceV29\sg50svc.exe C:\Program Files (x86)\Sage\AccountsServiceV29\Sage.UK.Accounts50.Data.Service.Control_v29.exe
   v28	32 bit	[Sage Accounts program directory]\SBDDesktop.exe You can check the program directory in Sage Accounts in Help, About. C:\Program Files\Sage\AccountsServiceV28\sg50svc_v28.exe C:\Program Files\Sage\AccountsServiceV28\Sage.UK.Accounts50.Data.Service.Control_v28.exe
   	64 bit	[Sage Accounts program directory]\SBDDesktop.exe You can check the program directory in Sage Accounts in Help, About. C:\Program Files (x86)\Sage\AccountsServiceV28\sg50svc_v28.exe C:\Program Files (x86)\Sage\AccountsServiceV28\Sage.UK.Accounts50.Data.Service.Control_v28.exe
   v27	32 bit	[Sage Accounts program directory]\SBDDesktop.exe You can check the program directory in Sage Accounts in Help, About. C:\Program Files\Sage\AccountsServiceV27\sg50svc_v27.exe C:\Program Files\Sage\AccountsServiceV27\Sage.UK.Accounts50.Data.Service.Control_v27.exe
   	64 bit	[Sage Accounts program directory]\SBDDesktop.exe You can check the program directory in Sage Accounts in Help, About. C:\Program Files (x86)\Sage\AccountsServiceV27\sg50svc_v27.exe C:\Program Files (x86)\Sage\AccountsServiceV27\Sage.UK.Accounts50.Data.Service.Control_v27.exe
   v26	32 bit	[Sage Accounts program directory]\SBDDesktop.exe You can check the program directory in Sage Accounts in Help, About. C:\Program Files\Sage\AccountsServiceV26\sg50svc_v26.exe C:\Program Files\Sage\AccountsServiceV26\sg50CtrlSvc_v26.exe
   	64 bit	[Sage Accounts program directory]\SBDDesktop.exe You can check the program directory in Sage Accounts in Help, About. C:\Program Files (x86)\Sage\AccountsServiceV26\sg50svc_v26.exe C:\Program Files (x86)\Sage\AccountsServiceV26\sg50CtrlSvc_v26.exe

5. Click Exclude Program.

If the issue persists, temporarily disable the Active Threat Control in Active Settings. If this resolves your issue, contact your IT support for further help.

To prevent the problem from reoccurring in Security Defender

1. Open Security Defender.
2. Add the following files to the list of exclusions:

   v29	32 bit	[Sage Accounts program directory]\SBDDesktop.exe You can check the program directory in Sage Accounts in Help, About. C:\Program Files\Sage\AccountsServiceV29\sg50svc.exe C:\Program Files\Sage\AccountsServiceV29\Sage.UK.Accounts50.Data.Service.Control_v29.exe
   	64 bit	[Sage Accounts program directory]\SBDDesktop.exe You can check the program directory in Sage Accounts in Help, About. C:\Program Files (x86)\Sage\AccountsServiceV29\sg50svc.exe C:\Program Files (x86)\Sage\AccountsServiceV29\Sage.UK.Accounts50.Data.Service.Control_v29.exe
   v28	32 bit	[Sage Accounts program directory]\SBDDesktop.exe You can check the program directory in Sage Accounts in Help, About. C:\Program Files\Sage\AccountsServiceV28\sg50svc_v28.exe C:\Program Files\Sage\AccountsServiceV28\Sage.UK.Accounts50.Data.Service.Control_v28.exe
   	64 bit	[Sage Accounts program directory]\SBDDesktop.exe You can check the program directory in Sage Accounts in Help, About. C:\Program Files (x86)\Sage\AccountsServiceV27\sg50svc_v28.exe C:\Program Files (x86)\Sage\AccountsServiceV28\Sage.UK.Accounts50.Data.Service.Control_v28.exe
   v27	32 bit	[Sage Accounts program directory]\SBDDesktop.exe You can check the program directory in Sage Accounts in Help, About. C:\Program Files\Sage\AccountsServiceV27\sg50svc_v27.exe C:\Program Files\Sage\AccountsServiceV27\
   	64 bit	[Sage Accounts program directory]\SBDDesktop.exe You can check the program directory in Sage Accounts in Help, About. C:\Program Files (x86)\Sage\AccountsServiceV27\sg50svc_v27.exe C:\Program Files (x86)\Sage\AccountsServiceV27\Sage.UK.Accounts50.Data.Service.Control_v27.exe
   	64 bit	[Sage Accounts program directory]\SBDDesktop.exe You can check the program directory in Sage Accounts in Help, About. C:\Program Files (x86)\Sage\AccountsServiceV27\sg50svc_v27.exe C:\Program Files (x86)\Sage\AccountsServiceV27\Sage.UK.Accounts50.Data.Service.Control_v27.exe
   v26	32 bit	[Sage Accounts program directory]\SBDDesktop.exe You can check the program directory in Sage Accounts in Help, About. C:\Program Files\Sage\AccountsServiceV26\sg50svc_v26.exe C:\Program Files\Sage\AccountsServiceV26\sg50CtrlSvc_v26.exe
   	64 bit	[Sage Accounts program directory]\SBDDesktop.exe You can check the program directory in Sage Accounts in Help, About. C:\Program Files (x86)\Sage\AccountsServiceV26\sg50svc_v26.exe C:\Program Files (x86)\Sage\AccountsServiceV26\sg50CtrlSvc_v26.exe

If the problem persists, you may have a problem with your software installation. To resolve this you should completely uninstall and reinstall Sage Accounts.