Sage 50 Payroll - Environmental Issues

We test new versions of Sage 50 Payroll on the latest windows updates. For any Windows related errors during installation, we recommend you download and install all windows updates.

Once you've completed these, restart the computer and check if you resolved the issue.

User Profiles

• Log on to the computer with a different/new user profile to check if there's an issue with a specific user account
• Log in to a different computer with the same user profile to check if the issue is related to a particular computer
  • If the issue doesn't occur on the same user profile on a different computer, it indicates an issue with the first computer's registry

Data Location

If your data is held on a server and you're experiencing performance issues, we recommend moving to a different location. With the data in a new location, test and identify if the issue is with the environment.

For example, if you relocate the data to the local computer and it works correctly, the environment is the likely cause of the issue.

We recommend:

• Relocate your data to a different location on the same server
• Check your Windows permissions to the server
• Do they need editing/heightened?
• Do users have access to all Sage Payroll related files and folders?
• Is there a different server you could relocate the data to?

Access Rights and User Account Control (UAC)

We recommend the windows user has administrator rights, or needs to be the Administrator user. This is because Sage 50 Payroll needs the ability to read/write to certain files in the main areas of the computer.

Permissions issues can prevent your software from retaining changes, such as favourites in the reports areas.

Check if the user has administrator access. For help with doing this, follow the check if you have Windows administrative privileges on your computer article.

Unrestricted Access

Your software and all related files and folders need to run unrestricted by any form of anti-virus/security/firewall. This is both on the local computer and any network.

If any of these files become blocked or quarantined, it can cause your software to stop working as normal. Check that all files and folders in the following location are unrestricted.

• Program directory
• Data directory
• Payroll.exe
• SBDDesktop.exe
• C:\Program Files (x86)\Common Files\Sage SBD\SBDDesktop\v12
• SDK Licence folder
• C:\ProgramData\Sage\SDK Licence
   NOTE: Limitations on this location can cause payroll to operate in a restricted mode. 
• AutoUpdateClient.exe
• C:\Program Files (x86)\Common Files\Sage\Central\AutoUpdateClient

Timeout Issues

Sometimes, options such as Send Pension Data or Full Payment Submission take a long time to load or don't load at all.

This behaviour usually indicates that something is interfering/blocking the program from carrying out what it needs to display data. Check the following:

• Anti-virus/Firewall - try disabling this feature either local and/or network
  • You need to uninstall some antivirus programs, such as Bitdefender or Eset, otherwise they still run in the background even after you disable them

• Server/network connection - test the data on the local machine
• 3rd party programs - close all non-essential programs when using payroll
• Background services - stop all non-essential services running in the background
  • Open Windows Task Manager to see what is running on the computer
• Internet connection - if using a wireless connection try using a direct cable
• System Resources - does it meet the system requirements for Sage 50 Payroll

Safe Mode

Safe Mode is a special way for Windows to load when there's a problem with how your computer works. This is useful for troubleshooting as it only uses basic processes and drivers.

This helps you to determine if something on windows, such as the antivirus or graphics driver, is causing the problem. If your software works as expected in Safe Mode, it's more than likely this is the case.

Temp Folder

The temp folder or temporary directory holds files that your operating system and other software use to run. However, outdated files in this folder can slow your software down, and cause conflicts with current programs and processes.

Follow the steps below to clear the temp folder:

1. Press the Windows key and R.
2. Type %temp% and press Enter.
3. The temp folder opens.
4. Select any file or folder.
5. Ctrl + A to highlight all files.
6. Hold Shift and press Delete.
7. A message asks if you 'Are sure that you want to permanently delete these items'.
8. Select OK.
9. Your computer will be using some files and folders in the temporary directory. When the option appears, use the Skip option for these.

ODBC Buffer Size

Your software uses a data source called Payroll32 to access the database for each Sage 50 Payroll company.

However, sometimes the buffer size is low, or the data source is missing, not accessible or you need to set it up.

This causes problems with program speed, connecting to a database or upgrading data. Follow the set-up the Payroll32 ODBC driver article to refresh this.

To increase the ODBC buffer size to 4096, do the following:

1. Press the Windows key + R.
2. Enter odbcad32then click OK.
3. On the User DSN tab, select MS Access Database.
4. Click Configure then Options.
5. Increase the buffer size to 4096.
6. Click OK then OK again.

Clean Installation

Sometimes it helps to remove all traces of the payroll program from the computer. and start again with a fresh installation.

1. Back up your data, including all files for all companies.
2. Use Add/remove programs in the Control Panel to uninstall as many instances of payroll as possible.
3. Delete all payroll.ini files. For help with doing this, follow the payroll.ini - where configuration files are stored article.
4. Delete both the program and data directories.
5. Install a new copy of Sage 50 Payroll.

Reports Running Slowly

There can be times when using Payroll, that running reports will take longer than usual to preview or print. To identify where the problem lies, check the points below:

• Close all non-sage software - this could indicate an issue with the computer specification such as RAM
• End all non-essential processes in Task manager - there can be multiple processes running in the background that could be slowing down the computer
• If Sage 50 Payroll is already on another computer, test that machine - this indicates if the issue is specific to a particular computer
• Database size - the size of the payroll data can affect the speed of reports. Reduce data size by doing the following:
• Follow the store, access and clear historical data article to clear historical data
• Delete any historical leavers from more than 3 years ago

Printing Issues

Printing issues often occur due to a conflict between the printer and the Sage software. Documents print fine outside of Sage 50 Payroll, but not within. This occurs because other programs don't use the same platform or print routine.

If this happens, we recommend the following:

• Install or update to a compatible printer driver
• Change the default printer to something different, such as XPS document writer to see if the printer driver is the issue

Website Access

Sage 50 Payroll uses various websites for online features, such as submitting the full payment submission or uploading online payslips.

Your software needs unrestricted access to all relevant URLs. For help with checking this, visit the proxy services and Sage software article.

NOTE: Even without a proxy server, ensure nothing blocks these URLs, for example antivirus software of firewall.

Network Monitoring

We also recommend using a networking monitoring tool to see if there's anything that could conflict with the Sage 50 Payroll.

Sage has no control over third-party applications that link to Sage 50 Payroll. Issues can arise when you install a new version of Sage 50 Payroll. 

When you install a new version, check if you need to update the configuration of third-party apps so they continue to work. Sage support can't assist with third-party software configuration.

A VPN is an encrypted tunnel through the internet from your device to a VPN server. From there, your connection goes to the website or service that you’re using.

Since your data has to travel through the VPN server, it’s normal to experience variations in speed from time to time. 

A slow VPN can be a sign that your configurations aren't optimal, or that you need to make more significant changes.

Sage has no control over VPNs and their settings/configuration so we recommend contacting your IT support for assistance with these issues.

This can occur if you run Sage 50 Payroll as an administrator, but you didn't map the drive on the admin profile.

If this isn't the cause, check the configuration of the EnabledLinkedConnections registry value. For support with this, contact your IT support or Microsoft.

This can occur for various reasons.  The best way to identify the source of the crash and the potential reasons why, is to use the Windows Event Viewer on the computer.

1. Click Start and type Event Viewer.
2. In the left-hand pane, click Windows Logs then drop down the chevron.
3. Click the Application option, then on the right-hand pane click the Find option.
4. Search the terms SBDDesktop.exe or Payroll.exe.
5. Check the results in the event pane.