A range of factors can affect how Sage 50 Payroll runs on your computer. Select an option below for more information and troubleshooting advice.
We test new versions of Sage 50 Payroll on the latest windows updates. For any Windows related errors during installation, we recommend you download and install all windows updates.
Once you've completed these, restart the computer and check if you resolved the issue.
If your data is held on a server and you're experiencing performance issues, we recommend moving to a different location. With the data in a new location, test and identify if the issue is with the environment.
For example, if you relocate the data to the local computer and it works correctly, the environment is the likely cause of the issue.
We recommend:
We recommend the windows user has administrator rights, or needs to be the Administrator user. This is because Sage 50 Payroll needs the ability to read/write to certain files in the main areas of the computer.
Permissions issues can prevent your software from retaining changes, such as favourites in the reports areas.
Check if the user has administrator access. For help with doing this, follow the check if you have Windows administrative privileges on your computer article.
Your software and all related files and folders need to run unrestricted by any form of anti-virus/security/firewall. This is both on the local computer and any network.
If any of these files become blocked or quarantined, it can cause your software to stop working as normal. Check that all files and folders in the following location are unrestricted.
Sometimes, options such as Send Pension Data or Full Payment Submission take a long time to load or don't load at all.
This behaviour usually indicates that something is interfering/blocking the program from carrying out what it needs to display data. Check the following:
Safe Mode is a special way for Windows to load when there's a problem with how your computer works. This is useful for troubleshooting as it only uses basic processes and drivers.
This helps you to determine if something on windows, such as the antivirus or graphics driver, is causing the problem. If your software works as expected in Safe Mode, it's more than likely this is the case.
The temp folder or temporary directory holds files that your operating system and other software use to run. However, outdated files in this folder can slow your software down, and cause conflicts with current programs and processes.
Follow the steps below to clear the temp folder:
Your software uses a data source called Payroll32 to access the database for each Sage 50 Payroll company.
However, sometimes the buffer size is low, or the data source is missing, not accessible or you need to set it up.
This causes problems with program speed, connecting to a database or upgrading data. Follow the set-up the Payroll32 ODBC driver article to refresh this.
To increase the ODBC buffer size to 4096, do the following:
Sometimes it helps to remove all traces of the payroll program from the computer. and start again with a fresh installation.
There can be times when using Payroll, that running reports will take longer than usual to preview or print. To identify where the problem lies, check the points below:
Printing issues often occur due to a conflict between the printer and the Sage software. Documents print fine outside of Sage 50 Payroll, but not within. This occurs because other programs don't use the same platform or print routine.
If this happens, we recommend the following:
Sage 50 Payroll uses various websites for online features, such as submitting the full payment submission or uploading online payslips.
Your software needs unrestricted access to all relevant URLs. For help with checking this, visit the proxy services and Sage software article.
NOTE: Even without a proxy server, ensure nothing blocks these URLs, for example antivirus software of firewall.
We also recommend using a networking monitoring tool to see if there's anything that could conflict with the Sage 50 Payroll.
Sage has no control over third-party applications that link to Sage 50 Payroll. Issues can arise when you install a new version of Sage 50 Payroll.
When you install a new version, check if you need to update the configuration of third-party apps so they continue to work. Sage support can't assist with third-party software configuration.
A VPN is an encrypted tunnel through the internet from your device to a VPN server. From there, your connection goes to the website or service that you’re using.
Since your data has to travel through the VPN server, it’s normal to experience variations in speed from time to time.
A slow VPN can be a sign that your configurations aren't optimal, or that you need to make more significant changes.
Sage has no control over VPNs and their settings/configuration so we recommend contacting your IT support for assistance with these issues.
This can occur if you run Sage 50 Payroll as an administrator, but you didn't map the drive on the admin profile.
If this isn't the cause, check the configuration of the EnabledLinkedConnections registry value. For support with this, contact your IT support or Microsoft.
This can occur for various reasons. The best way to identify the source of the crash and the potential reasons why, is to use the Windows Event Viewer on the computer.