Solution Properties
Solution ID:
200923151437970
Last Modified Date:
Wed Nov 20 12:19:56 UTC 2024
Taxonomy Path:
Case category//I have a problem with...//integration
Author:
[email protected]
ERROR: 'The Remote Data Access service is currently unavailable and may be inaccessible for some time'
Description

When signing in to Remote Data Access, you get the following message:

'The Remote Data Access service is currently unavailable and may be inaccessible for some time. To check to see if the Remote Data Access service has been restored, click Retry'.

Cause
Resolution
[BCB:353:UKI - New DSM:ECB]

Follow the steps below on the computer that's showing the error. If the issue persists, try the same steps on the site that uploaded the data for Remote Data Access.

Check Internet speeds

We recommend that all sites need a minimum of 4Mbps download Speed and 2Mbps upload Speed for Remote Data Access to work. We recommended you don't use a wireless Internet connection. Check to see if these minimum speeds are being met, in Windows 10 you can run the Network Speed Test from the Start menu. Alternatively, check using an online site such as www.speedtest.net

If they do not meet minimum speed requirements, you must resolve this first before looking into other fixes below for this error message.

Check your software version number

To check your version:

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

Clear the Collaborate and ConnectedBridge folder contents

  1. Close Sage 50 Accounts then stop the following services.

  2. Press the Windows Key + R on your keyboard, enter Services.msc, then click OK.

  3. Right-click the required service then click Stop.
    Sage 50 Accounts v30
    • Sage 50 Accounts Control v30
    • Sage 50 Accounts Service v30
    Sage 50 Accounts v29
    • Sage 50 Accounts Control v29
    • Sage 50 Accounts Service v29
    Sage 50 Accounts v28
    • Sage 50 Accounts Control v28
    • Sage 50 Accounts Service v28
    Sage 50 Accounts v27
    • Sage 50 Accounts Control v27
    • Sage 50 Accounts Service v27
  4. Hold down the Windows key + E then browse to the following location:
     
     NOTE: You may need to show hidden files and folders.   
     

    TIP: You only need to clear the contents of one of the below directories. To check if the computer is 32-bit or 64-bit, click the Windows Start button, click the Settings icon, click System, click About, then under Device specifications, see System type.

    32-bit computer C:\Windows\System32\config\systemprofile\AppData\Local\Sage
    \SSB\Accounts\Collaborate
    64-bit computer C:\Windows\Syswow64\config\systemprofile\AppData\Local\Sage
    \SSB\Accounts\Collaborate
  5. To select the contents of the Collaborate folder, press Ctrl + A on your keyboard, then to delete the contents press Delete.
  6. Browse to the following location where XXX is the current Windows user:

    C:\Users\XXX\AppData\Local\Sage\SSB\Accounts\ConnectedBridge

  7. Within the ConnectedBridge folder, to select the contents press Ctrl + A on your keyboard, then to delete the contents press Delete.
  8. Start the following services:

  9. Press the Windows Key + R on your keyboard, enter Services.msc, then click OK.

  10. Right-click the required service then click Start.
    Sage 50 Accounts v30
    • Sage 50 Accounts Control v30
    • Sage 50 Accounts Service v30
    Sage 50 Accounts v29
    • Sage 50 Accounts Control v29
    • Sage 50 Accounts Service v29
    Sage 50 Accounts v28
    • Sage 50 Accounts Control v28
    • Sage 50 Accounts Service v28
    Sage 50 Accounts v27
    • Sage 50 Accounts Control v27
    • Sage 50 Accounts Service v27

Disable IPV6

  1. Open the Windows Control Panel.
  2. Click Network and Internet.
  3. Click Network and Sharing Centre.
  4. Click Change adapter settings
  5. Right-click your connection and choose Properties.



  6. Clear the Internet Protocol Version 6 (TCP/IPv6) check-box.

Check your regional settings are set to UK

  1. Hold down the Windows key + R, then type intl.cpl, and then click OK.
  2. On the Formats tab on the Format drop-down, select English (United Kingdom).
  3. Hold down the Windows key + R then type ms-settings:regionlanguage and then click OK.
  4. Click Region then ensure the Region and Regional format is set to United Kingdom.
  5. Restart your computer.

Check if you are using a mapped network drive 

If you're using mapped network drive to connect to company data on a server or other computer, change it to a UNC path.

If the Data path begins with any letter other than C, for example Z:, then it's a mapped drive.

If it's a mapped drive, change this to connect using a UNC path instead.

If you need assistance with this, refer to your local IT support.

Change or reset your My Sage password

  1. Visit my.sage.co.uk then click Sign in.
  2. Enter your email address then click Continue.
  3. Click Forgot your password? then enter your Email.
  4. Complete the CAPTCHA then click Continue.

For more information on resetting your password, you can view our detailed guide.  Read more >

Check your firewall, antivirus and proxy server settings

Exclude the following URL from the proxy server, firewall or antivirus software on the computer that hosts your Sage 50 Accounts data:

  • https://signon2.sso.services.sage.com

Also ensure that the following Sage services aren't blocked for Internet access in your firewall, antivirus software or proxy server.

  • sg50svc_vXX.exe
  • Sage.UK.Accounts50.Data.Service.Control_vXX.exe

Where XX is your version number, for example 28.

For more information, refer to this guide.  For assistance with configuring the proxy server, refer to your local IT support.

Try running the Data Service as administrator

 NOTE: These steps are only relevant to Version 27 of Sage Accounts.  

Test by running the data service directly

  1. Press the Windows Key + R on your keyboard and enter Services.msc then press Enter.
  2. Browse to:
    • v27 - C:\Program Files (x86)\Sage\AccountsServiceV27
  3. Right-click the following relevant files then click Run as administrator and if prompted click Yes.
    • v27 - sg50svc_v27.exe or sg50svc_v27

    This opens a command prompt window that is related to the Data Service running as admin.  Don't close this window yet.
  4. Open Sage 50 Accounts and try the process that caused the error in the first place.
  5. If the error no longer appears, we've identified the issue, continue to the steps below to correct the issue permanently.

    If the error still occurs, move on to the section on checking your regional settings.

 

Correct the issue permanently

  1. Close the command prompt window that you opened in step 4 above.
  2. Press the Windows Key + R on your keyboard and enter Services.msc then press Enter.
  3. Check the Data Service is still not running.
  4. Right-clickSage 50 Accounts Service vxx and click Properties
  5. Click the Log On tab and click This Account.
  6. Enter the details for your administrator and password.

    If you are unsure, instead click Browse then click Advanced. Click Find Now then click Local Service and click OK, and enter the Windows password.

  7. Click OK, then right-click Sage 50 Accounts Service vxx and click Start.

If you need help with any of the steps above, contact your local IT support.

 

If the issue persists, follow the steps in this guide.

 

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