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ERROR: 'Failed to fetch the companies'

Created on  | Last modified on 

Summary

How to resolve the error, when connecting a company, using Remote Data Access (RDA) in Sage 50 Accounts.

Description

This happens if there's an issue with your Sage account login for RDA. To resolve this, set up your remote access using a different email address.

Resolution

Before troubleshooting, if you're using v28 or above, try closing the error and logging in again. If this doesn't work, follow the steps below:

Check your email address

Ensure you're logging in to the company with the correct Sage account email address.

Refresh Remote Data Access

On a machine, which currently has access to the company Refresh Remote Data Access.

Change the computer date and time

  1. Right-click the time on the bottom right of the screen and select Adjust date / time.
  2. Check the date and time are correct and the Time Zone is Dublin, Edinburgh, Lisbon, London. 

Remove and reconnect the remote user

  1. Log in as Manager.
  2. Remove RDA from the user getting the error. 
  3. Edit the user to grant them RDA using a different email address.
  4. Connect to the data using the new email address.

Disable Internet Protocol Version 6 (IPV6)

IPV6 is a network layer protocol that assigns unique IP addresses for communication over a network, just like IPv4. Contact your local IT support for more details.

  1. Open the Control Panel.
  2. Click Network and Internet.
  3. Click Network and Sharing Centre.
  4. Click Change adapter settings.
  5. Right-click your connection and then click Properties.
  6. Clear the checkbox next to Internet Protocol Version 6 (TCP / IPv6).

Rename the sqlite files and remove RDA data 

CAUTION:

These steps remove all RDA data from your computer. Make sure all other users log out.

 

  1. Press the Windows Key + R on your keyboard.
  2. Enter Services.msc and click OK.
  3. Right-click each of the following services and click Stop.
    • Sage 50 Accounts Control
    • Sage 50 Accounts Service
  1. Press the Windows Key Image + E and browse to the following location to rename the Sg50Svc.sqlite file:
▼ v30.0 and above
  • C:\ProgramData\Sage\Accounts\XXXX\Data Service

XXXX denotes the year of your software

  1. Right-click the Sg50Svc.sqlite3 file, then click Rename and add old to the filename.
▼ v29.2 and below
  • 32-bit operating system: C:\Program Files\Sage\AccountsServiceVXX
  • 64-bit operating system: C:\Program Files (x86)\Sage\AccountsServiceVXX

VXX denotes the version number.

  1. Right-click the Sg50Svc_vXX.sqlite3 file, then click Rename and add old to the filename.

vXX denotes the version number.

  1. Browse to the following location:
    • 32-bit - C:\Windows\System32\config\systemprofile\AppData\Local\Sage\SSB\Accounts\Collaborate
    • 64-bit - C:\Windows\Syswow64\config\systemprofile\AppData\Local\Sage\SSB\Accounts\Collaborate
  2. Delete the contents of the Collaborate folder.
  3. Browse to C:\ProgramData\Sage\Accounts\SageDrive.
  4. Delete the contents of the SageDrive folder.
  5. Press the Windows Key + R on your keyboard.
  6. Enter Services.msc and click OK.
  7. Right-click each of the following services and click Start.
    • Sage 50 Accounts Control
    • Sage 50 Accounts Service

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