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Support Home Page - Help & About doesn’t open, hangs or shows incorrect company details

Created on  | Last modified on 

Summary

This guide explains what to do if you can't load the Support Homepage or it shows incorrect information in Sage 50 Accounts.

Description

To open the Support Home Page, click Help > About. This page lists information about the software and hardware.

There are some instances where the Support Home Page appears to freeze or not respond. It may also not refresh so you see details from a previous company.

The Support Home Page contains information from various sources, because of this there are several reasons why this issue may occur. This article contains the steps to help resolve the problem.

If this issue affects your Sage Payroll software, refer to this guide.

Resolution

The following steps have been found to resolve the problem:

Is it a data issue? The data file, setup.dta, may be corrupt. To test this, open the Support Home Page in Demo Data:
  1. File > Open > Open Demo Data.
  2. Logon as MANAGER leaving the password blank.
  3. Help > About.

If it works in Demo Data, the problem is data related and you must restore a backup before the issue occurring. If demo data has the same issue, check the steps below.

Alternatively, if it's a data issue and you're using a multi-user version, it would occur on all computers in the network.
Administrator access Check if you're a Windows administrator here.

 

If you log on as an administrator and it works, the problem is linked to access rights on your computer.

To resolve the issue, set the software icon to run as administrator:

  • Right click the Sage Accounts icon > Properties > Advanced > select Run as administrator > OK > OK.
Antivirus software Antivirus software may cause problems with the page loading. Turn off the antivirus software temporarily and try opening the page again. After testing, ensure the antivirus software is restored.

If you need further help temporarily disabling your antivirus, contact your IT support.
.NET Framework

Note: If .NET Framework is already installed, try turning it off then on again, Control Panel > Programs and Features > Turn Windows features on or off > .NET Framework.

 

 

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