Connected Services 'Your computer is not connected to the Internet'

Solution Properties

Solution ID:

200923110003317

Last Modified Date:

Fri Nov 17 12:05:50 UTC 2023

Taxonomy Path:

Case category//I have a problem with...//processing

Author:

[email protected]

Connected Services 'Your computer is not connected to the Internet'

Description

NOTE: Remote Data Access requires a broadband Internet connection with a download speed of at least 4Mbps, and an upload speed of at least 2Mbps. You can check your connection speed at various sites online, such as www.speedtest.net

When opening or working in a company that's shared using Remote Data Access, one of the following messages may appear:

'No Internet connection
Your computer is not connected to the Internet.
To check to see if the connection has been restored, and to open your company using Remote data Access, click Retry.
If the connection cannot be restored, and you need to continue processing data, click Work offline.
WARNING: If you choose to work offline you must advise anyone connected to your company via Remote Data Access to stop processing, otherwise they will lose their work when you go back online.'
[Retry] [Work offline] [Close]

'No Internet connection
Your computer is not connected to the Internet.
To check to see if the connection has been restored, and to submit your changes, click Retry.
If the connection cannot be restored, and you need to continue processing data, click Work offline.
WARNING: If you choose to work offline, you must advise anyone connected to your data using Remote Data Access to stop processing, otherwise they will lose their work when you go back online.
To discard your changes and close Sage Accounts, click Close.'
[Retry] [Work offline] [Close]

This message appears if the connection to the Remote Data Access service is lost, for example, if the site has Internet issues, or if you need to update to a Remote Data Access compatible version of your software. It may also appear when using Kaspersky antivirus software.

Cause

Resolution

Check your software version number

To use Remote Data Access you must be using Sage 50 Accounts v27 or above.

To check your version:

Open your software and choose to open Demonstration data then click OK.
Logon as MANAGER with no password and click OK.
Click Help then click About and check your software version number.

If you need to update your software, visit the Installation Help Centre >

Retry / Work offline / Close

If you receive this message, you have the option to Retry, Work offline or Close.

Retry

If you choose to Retry:

If it reconnects successfully - the entry you're posting posts successfully and it's OK to continue posting at all sites
If the reconnection fails - the same No Internet Connection message appears again

Work offline

If you choose to Work offline, all other sites should stop posting until this site reconnects.

In Sage 50 Accounts v28, when you reconnect you are given the option of overwriting the shared data with your offline copy, or discarding your changes and reconnecting to the shared data.

In Sage 50 Accounts v27, if users continue to work in this company at the remote sites, any postings they make from this point will be lost when the main site reconnects.

When the main site reconnects to Remote Data Access, users working at remote sites see the following message:

'Remote Data Access
The main site has reconnected to this Remote Data Access company.
Any changes you make now will not be overwritten by the main site.
To continue, click OK.'
[OK]

CAUTION: Once this message appears, they must check and if necessary re-enter any postings they've lost.

Once your Internet connection is available, to reconnect to Remote Data Access, close then re-open Sage 50 Accounts.

Close

If you choose to Close, this closes Sage 50 Accounts on this site.

In this scenario, users are OK to continue posting on other sites. In this situation, we recommend users take regular backups of the data as a precaution.

When this site reconnects, any changes made by the remote sites are synced to this site.

Issue persists

If the connection issue persists:

Sage 50 Accounts v27 - Make sure everyone is out of Sage and restart the computer that holds the data at the main site.

Check you've configured your anti virus and firewall settings to avoid conflicts with Sage.

If your Internet speed is definitely fine, and your anti virus and firewall settings have been configured, a last resort to sort out the connection is to reset Remote Data Access. If connection still does not work after this, then you must look again at your anti virus and firewall settings.

If using Kaspersky

When using Kaspersky antivirus software, the following steps have been found to resolve this issue:

Open your Kaspersky software, click the gear icon, then on the left-hand menu click General.
In the list on the right, clear the Enable Self-Defence check box, then click Save.
Right-click the green shield Kaspersky icon in the Windows system tray, click Exit, then click Continue.
Press the Windows key + E then browse to C:\ProgramData\Kaspersky Lab\AVPxx where xx is your software version, for example, AVP21.3.
Right-click the Report folder, click Rename then rename the folder to OldReport.
Open Kaspersky, click the gear icon, click General, select the Enable Self-Defence check box, then click Save.

[BCB:95:Accounts - RDA_hub:ECB] [BCB:91:Support message - RDA / Drive chat:ECB]

Steps to duplicate