Summary
Resolution
TIP: Please see our Sage 200 Support Methodology for guidance on our suggested approach to cases.
The following two flowcharts can help establish the root cause:
They are also available as step-by-step guides:
Troubleshooting Error Messages Step-by-step Guide
Troubleshooting Problems Step-by-step Guide
The guides and flowcharts are not intended as ridged paths, although we would expect that these or similar logical steps are followed in order to establish root cause prior to contacting Sage Support. For example, if the system was working one day and then not the next, then the first logical steps may be to reboot and then check for Windows updates or other system changes.
Detailed below, there are three main root causes to software issues and a fourth cause, which could affect our online products.
Bug
This is a software defect that can be replicated on any (comparable) vanilla system using any data. Bugs that we are already aware of can be found on Known Issues online. If you discover an issue that has not been recorded previously please follow to steps outlined here.
Data
The problem is only apparent in a specific dataset(s) and is still a problem when the data is restored on a vanilla system. Click here for guidance on troubleshooting data problems.
Environment
The problem is only apparent on the customer's system – this may be across the whole system or only of certain PCs. Click here for guidance on troubleshooting environmental problems.
Connectivity (online only)
There are occasions online availability may be affected – in the first instance please see https://status.sage.com/ – if you have established a connectivity issue affecting multiple sites (connecting from multiple locations) which has not been reported please contact the Sage 200 Support Team.
Africa
Asia
Australia
Canada
France
Ireland
Kenya
Nigeria
Portugal
South Africa
Spain
United Arab Emirates
United States
Germany