Direct your Customer to the Ideas Portal to log a request for a change in functionality.

NOTE: Check the Road Map for what’s coming in future releases.

Has the problem been logged on the Known Issues database?

TIP: Carry out multiple searches on keywords and product area.

Has it been fixed in a newer version?

An upgrade will be required to fix the issue.

TIP:Test your client’s data on the latest version

Log a ticket in Case Management to get your customer added as a contact to the issue.

NOTE: Provide your customer with any workarounds listed, and discuss the impact the result of working around the problem is likely to have on the customer. For further information on our Defect Resolution Process, please see the Business Partner Handbook.

Are there any articles of our Help Centre that could explain why this system is behaving as it is?

Does the information enable you to resolve your customer’s problem?

NOTE:Use due diligence e.g. testing any proposed solution on a copy of the data.

Does it affect the user if they logon to another PC?

Check\compare the users Active Directory\Windows and Sage SSA User Profile to that of a working user.

TIP: Consider rebuilding the user profile.

Completely uninstall the Sage 200 Client and reinstall, does this resolve the problem?

NOTE: This will reset the desktop to the default values.

Does it affect other users if they logon to the problem PC?

This would suggest that the problem is environmental. Click here for further guidance

Compare the settings of any components that may effect the function for which the error is being returned.

TIP:If the error is appearing for a workspace check the internet options.

Can the problem be replicated in demo data on your system in the same version as your customer?

NOTE: Testing may involve starting at an early point in the process.

Can the problem be replicated in demo data and the customer’s data on your system in the latest version?

Report the issue to Technical Support. Click here for further guidance

An upgrade will be required to fix the issue

TIP:Test your client’s data on the latest version

Can the problem be replicated at will on a copy of the customer’s data onsite?

TIP: Testing may involve starting at an early point in the process.

Has it happened before? (if unsure click Yes)

This would suggest it is an intermittent problem. Click here for further guidance.

TIP: Create a test company using data from prior to the error and try replicating.

Could it be a one-off glitch? - Troubleshoot further or click here for further guidance.

TIP: Create a test company using data from prior to the error and try replicating.

Can the problem be replicated in the customer’s data offsite?

TIP: Testing may involve starting at an early point in the process.

This would suggest that the problem is data-specific. Click here here for further guidance.

Does the customer have any customisations or bespoke?

Does the problem still occur if the customisations are removed from their system?

This would suggest that the problem is environmental. Click here here for further guidance.

TIP: Also eliminate any custom tables. Click here here for further guidance.

This would suggest that the problem is environmental. Click here here for further guidance.

This would suggest that the problem is with the customisations. Raise the problem with the Developer who provided the solution.

Deliver the solution to the Customer.

TIP: Send feedback through Case Management if you have additional information that may be useful.

Thank you for using this troubleshooting guide.