ERROR: There is a problem connecting to your Sage account

Connecting a company to the cloud with the chosen country set to Jersey, Guernsey or Isle of Man can result in this error:

'There is a problem connecting your Sage account'.

Please follow the alternative guide if your country location is UK or Ireland.

This can also occur if the code displays as United Kingdom (XU) or Ireland (XI).

This is a known issue and is currently being investigated.

Before you start

Ensure your Country and Code are set correctly as either United Kingdom (UK) or Ireland (IE) in the following areas:

• Settings then Company Preferences
• Settings then Countries
• Connect this company to your Sage account window as shown below

If the issue persists

To allow the connection, in the cloud connect wizard, change your chosen country to UK.

If the list of countries is either blank or displays any 0's, the country files are corrupt and need replacing:

1. Click Settings then click Countries.

Check for any blank entries or 0's. The list above should display the same list as the screenshot below:

2. To replace the corrupt files, take a back up of your current data.
3. Click File then click Open then click Open Demo Data then click Open Company.
4. Click Help then click About then under Program Details click Data Directory.
5. Double click ACCDATA and copy COUNTRY.DTA and CTRYIDX.DTA.
6. Close the software, open the relevant company and repeat step 5.
7. Paste the two files copied from Demo Data, clicking Yes to replace this file or Replace the file in the destination.
8. Close and reopen the software and check the Country list in Settings.