Troubleshooting Remote Data Access

How to check and resolve issues when trying to access Sage 50 Accounts data using Remote Data Access.

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CAUTION: After 2 August 2021, Remote Data Access (formerly known as Sage Drive) will no longer be available in Sage 50cloud Accounts v26 and below and all versions of Sage 50 Accounts. To use Remote Data Access after that date you must install Sage 50cloud Accounts v27.

We're sorry you're having difficulties with Remote Data Access. Before looking at specific issues we recommend checking the following:

• Service status - to check the current Remote Data Access service status, visit status.sage.com
• Is Remote Data Access enabled - double check if Remote Data Access is enabled on your company
• Check your Internet speed - all sites need a minimum of 4Mbps download speed and 2Mbps upload speed. It's also recommended you don't use a wireless Internet connection. In Windows 10 you can run the Network Speed Test from the Start menu. Alternatively, check using an online site such as www.speedtest.net
• Check your volume of data - large sets of data can cause performance issues when working remotely.

   Check recommended volumes >

  • Fewer than 1,000,000 splits (transactions)

    This assumes that transactions are reasonably spread across all records within a certain module. For example, it wouldn't be recommended to have 1,000,000 transactions posted to only one nominal code or customer record.

     NOTE: When using Remote Data Access, even anything over 100,000 splits can slow down performance.

  • Fewer than 50,000 invoices
  • Fewer than 50,000 sales orders
  • Fewer than 50,000 purchase orders
  • Fewer than 2,000 customer records
  • Fewer than 2,000 supplier records
  • Fewer than 20,000 product records
  • Fewer than 2,000 project records

  If you have more than the recommended number of transactions or records, we recommend that you reduce the numbers to fewer than those specified above. You can delete old invoices and use the Clear Audit Trail option to remove old transactions.

Once you've checked the above, when accessing your data through Remote Data Access, if you experience any of the following, please click the relevant link for steps on how to resolve your issue.

• Remote Data Access remains in an offline state at the main site after attempting to reconnect - to resolve this you must remove your company from remote Data Access and re-upload the data
• Error: 'Waiting to Open Queue.dta' when using Remote Data Access
• Error 'Processing, please wait'
• Error: 'Sign In Error - The Sage ID you've entered has had its access revoked...' - Sage 50 Accounts v27
• Error: 'The Remote Data Access service is currently unavailable and may be inaccessible for some time.'
• Error: 'An error has been encountered with your Sage ID'

If these don't resolve your issue, please refer to our Remote Data Access common queries.

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