Summary
Description
When you try to log in to, or process in, a company connected to Remote Data Access, you get the message below, with a blue bar that scrolls in a continuous loop
Resolution
As a workaround, you'll need to follow the steps below:
Before you start - Check your version number
To use Remote Data Access (formerly Sage Drive) you must be using Sage 50 Accounts v27 or above.
To check your version:
- Open Sage Accounts to the Company Selection window.
- The version number will be displayed on the bottom right of the window.
If you're not on v27 and above and need to update your software, please refer to our installation guide.
If you're using Sage 50 Accounts v27 or above, check your Internet speed meets the minimum requirements, then follow the steps below.
1. Stop and restart the Sage Data Service and Control Service
- Ensure all users log out of Sage 50 Accounts at your current site.
- Press the Windows Key + R on your keyboard, enter Services.msc then click OK.
- Right click each of the following services for your software version and click Stop.
- Sage 50 Accounts Service vXX
- Sage 50 Accounts Control vXX
- To restart the services, right-click the relevant service and click Start.
NOTE: If you are unable to stop the services please use our guide Sage services is stuck on the stopping status.
This should now have resolved the issue. Re-open your software and check whether you can log in as normal.
If you can, let us know by clicking Yes at the bottom of this guide.
2. Delete the queue.dta file
3. Disable IPV6
NOTE: Sage 50 Accounts uses IPV4 to communicate the data services. You can can disable IPV6 following the steps below.
To disable IPV6
- Open the Control Panel.
- Click Network and Internet.
- Click Network and Sharing Centre.
- Click Change adapter settings.
- Right-click your connection and go to Properties.
- Clear the checkbox next to Internet Protocol Version 6 (TCP/IPv6).
4. Clear the contents of the Collaborate folder
- On the computer that holds your data, close Sage 50 Accounts.
- Press the Windows Key + R on your keyboard, enter Services.msc then click OK.
- For each of the following services for your software version, right-click the service then click Stop.
- Sage 50 Accounts Service vXX
- Sage 50 Accounts Control vXX
- Hold down the Windows key + E then browse to the following location:
32 bit computer C:\Windows\System32\config\systemprofile\AppData\Local\Sage\SSB\
Accounts\Collaborate64 bit computer C:\Windows\Syswow64\config\systemprofile\AppData\Local\Sage\SSB\
Accounts\Collaborate NOTE: You can check if you are running a 32-bit or 64-bit version of Windows by visiting Microsoft's help site. Read more > - Within the Collaborate folder, to select the contents press Ctrl + A on your keyboard, then to delete the contents press Delete.
- Browse to the ConnectedBridge folder and clear the contents:
7. Start the services you stopped in step 3:
- Sage 50 Accounts Service vXX
- Sage 50 Accounts Control vXX
8. Re-open your software and check whether you can log in as normal. You're prompted to re-enter your Sage ID login.
If this has resolved the issue for you, let us know by clicking Yes at the bottom of this guide.
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