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Unable to access Sage 50 Accounts after installing an update on Windows when using Bull guard antivirus

Created on  | Last modified on 

Summary

If you use Bull guard antivirus software, you may experience problems when installing Sage 50 Accounts.

Description

When using Bull guard antivirus software, you may experience issues accessing your software after installing Sage 50 Accounts v27.2 or above.

This issue appears in the following ways:

  • Sage 50 Accounts hang on the splash window
  • 'Data service unavailable' when opening a company in Sage 50 Accounts
  • Bull guard reports a virus on a Sage file

Cause

This happens because Sage 50 Accounts files are being quarantined by Bull guard.

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Resolution

As a workaround, you must add the Sage folders to the Bull guard antivirus exceptions, then either restore the quarantined files in Bull guard, or reinstall Sage 50 Accounts.

Add Sage folders to Bull guard exceptions

  1. In Bull guard, go to settings and click Advanced.
  2. Click Antivirus then click Tuning.
  3. Select the Skip files/folders checkbox, then click files/folders.
  4. Click the + icon in the Excluded folders and files window and browse to the following folders:

    Program directory

    32 bit: C:\Program Files\Sage\Accounts

     

    64 bit: C:\Program Files (x86)\Sage\Accounts
    This is the default program directory, if it's installed elsewhere, use that folder.

    Sage SBD folder

    32 bit: C:\Program Files\Common Files\Sage SBD

    64 bit: C:\Program Files (x86)\Common Files\Sage SBD
  5. Click OK to add them to the list of skipped folders and files.

Restore one or more files from Bull guard Quarantine

To restore the quarantined files from Bull guard:

  1. Go to settings and click Advanced.
  2. Click Antivirus then click Quarantine.
  3. Select the relevant file and click Restore.

For further help, refer to the following Bull guard Support Guide.

Open your software

Try to open your company in Sage 50 Accounts.

If there’s still a problem or there are no Sage files quarantined previously, uninstall and reinstall Sage 50 Accounts.

NOTE: For more information about configuring your antivirus software for Sage Accounts, see our Modify your antivirus software guide.