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Error: 'An error has been encountered with your Sage Account'

Created on  | Last modified on 

Summary

How to resolve this error when using Sage 50 Accounts Remote Data Access.

Description


If you encounter problems with your Sage Account login and password, the following message may appear:

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When you click OK, the window closes with no further instructions.

There are a few steps we can follow to get you into your data. Let's take a look.

TIP: If your account has been locked by entering an incorrect password several times, you can reset your password in Settings>User Management to resolve this.

Resolution

NOTE: If you're using Sage 50 Accounts v27 and this error occurs on the Main site, follow the steps in this guide on the Main site computer. You can use our handy guide to  check if your computer is the main site or remote site.

If you've changed your Sage Account email address

If you've changed the email address for your Sage Account login recently, this can cause problems when you next try to log in to Remote Data Access (RDA). You can follow the steps in our handy guide to resolve this.

Clear contents of collaborate folder

  1. Stop the following services.

    To stop a service press the Windows Key + R on your keyboard, enter Services.msc then click OK, right-click the required service and click Stop.

    Version

    Services

    v29

    • Sage 50 Accounts Service v29
    • Sage 50 Accounts Control Service v29

    v28

    • Sage 50 Accounts Service v28
    • Sage 50 Accounts Control Service v28

    v27

    • Sage 50 Accounts Service v27
    • Sage 50 Accounts Control Service v27
  2. Clear the contents of the following folders:

    Collaborate folder
    Located in
    32 bit: C:\Windows\System32\config\systemprofile\AppData\Local\Sage\SSB\ Accounts\Collaborate
    or
    64 bit: C:\Windows\Syswow64\config\systemprofile\AppData\Local\Sage\SSB\ Accounts\Collaborate

    Connected Bridge folder
    Located in C:\Users\[UserName]\AppData\Local\Sage\SSB\Accounts\ConnectedBridge

    TIP: To find out if you're using a 32 or 64 bit version of Windows check Microsoft's website.
  3. Re-start the services you stopped in step 1.

    To start a service press the Windows Key + R on your keyboard, enter Services.msc then click OK, right-click the required service and click Start.

Check the time/date is set correctly

Check that the time and date is set correctly:

  • Right-click the time and date in your Windows taskbar and click Adjust date/time

Check your regional settings

Check the regional settings are set correctly:

  1. Hold down the Windows key and press R.
  2. Enter intl.cpl and click OK.

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