In Sage 50 Accounts v27 and above, this message can appear when trying to:

• Connect to your Sage account  
• Transfer your Remote Data Access data or
• Manage users

This is because your software can't communicate with the cloud. 

Follow the alternative article if your country location is Jersey, Guernsey, Isle of Man or Ireland.

Try again

1. If available, click Try again.
2. Then, if prompted, re-enter your Sage account. Ensure you enter the correct Sage account for the Manager or Admin user.
3. Try a different email address to see if it's all email address's or just one. 

If the issue persists, continue to the Country code section.

Country code

This issue can occur if the country code is United Kingdom (XU) or Ireland (XI).

Check your Country and Code are either United Kingdom (GB) or Ireland (IE) in the following areas:

• Settings then Company Preferences
• Settings then Countries
• Connect this company to your Sage account window 

If the country isn't blank, follow the steps below.

Edit your company name 

1. In the Connect this company to your Sage account window, add today's day to your Company name.
2. Try the upload again after making this change.
3. Once you've uploaded your data, remove this from your company name in Settings then Company preferences.  

Check the computer date and time

1. Go to Start, select Settings, select Time & language, then select Date & time.
2. Ensure the Format is dd.mm.yyyy not dd/mm/yyyy.

If you need further help changing your Windows settings, refer to the Microsoft support site.

Log in as administrator

Log on to your computer as an administrator.

If you can't log on as an administrator, run Sage 50 Accounts as an administrator:

1. Right-click the Sage 50 Accounts shortcut, then select Properties.
2. Select the Compatibility tab.
3. Select the Run this program as an administrator checkbox.
4. Click OK then open Sage 50 Accounts and try the upload again.

Clear the collaborate folder 

 If the issue persists, clear the contents of the collaborate folder:

1. Press the Windows Key + R on your keyboard, enter Services.msc then click OK.
2. Right-click the following services and click Stop.
   Sage 50 Accounts Service vXX.
   Sage 50 Accounts Control Service vXX.
3. Clear the contents of the following folder:
   32-bit: C:\Windows\System32\config\systemprofile\AppData\Local\Sage\SSB\ Accounts\Collaborate.
   64-bit: C:\Windows\Syswow64\config\systemprofile\AppData\Local\Sage\SSB\ Accounts\Collaborate.

If you don't have an SSB folder, follow the To disable Internet Protocol Version 6 (IPV6) section.

 TIP: To find out if you're using a 32-bit or 64-bit version of Windows, check Microsoft's website.

4. In v27 and above, clear the contents of the ConnectedBridge folder.

This is in C:\Users\<username>\AppData\Local\Sage\SSB\Accounts\ConnectedBridge.

5. Re-start the services you stopped in step 1.

To start a service, press the Windows Key + R on your keyboard, enter Services.msc then click OK, right-click the required service and click Start.

Now try to upload again.

To disable Internet Protocol Version 6 (IPV6)

Follow these steps on both the computer that holds the data and the computer downloading the data.

1. Open the Control Panel.
2. Select Network and Internet, then Network and Sharing Centre.
3. Select Change adapter settings.
4. Right-click your connection and then click Properties.
5. Clear the checkbox next to Internet Protocol Version 6 (TCP/IPv6).
6. Click OK.