Software closes unexpectedly when installed on a terminal server

What to do if Sage 50 Payroll closes unexpectedly when installed on a Citrix or Terminal server.

You may also see the error 'SBDDesktop.exe has stopped responding' when this issue occurs.

Due to the high level of customisation in Terminal services, Sage 50 Payroll isn't tested in all possible setups, and Citrix server testing isn't conducted.

While we offer support for your payroll software, your IT support is responsible for resolving environmental issues, as outlined in this guide.

After completing the steps under each heading below, test to see if the issue is resolved.

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Install the latest version

The first step is to ensure you've installed the latest version. For help to install on a terminal server, visit our Install Sage 50 Payroll or Sage 50 P11D on a terminal server article.

If this doesn't resolve the issue, continue to the Windows updates section below.

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Windows updates

If there are any Windows Updates pending, install all of these, then test if the issue is resolved.

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Reinstall in a new directory

To complete this you need to rename the existing program directory for Sage 50 Payroll, then install a new copy into the original location.

The steps to install Payroll on a terminal server are different to a normal computer. To proceed with this reinstall, you need to download the latest installer below, then follow the terminal server installation guide to install during the process below.

1. Browse to the Sage 50 Payroll Program Directory.
2. With Payroll closed, rename this folder to Sage Payroll Old.
3. Click the download link below for the installer.
   • Download Sage 50 Payroll
4. Delete any Payroll.ini files remaining from the old installation. ▼ You can delete these using Command Prompt.
   1. In the Windows search bar, type Command Prompt
   2. Locate and right-click Command Prompt.
   3. Click Run as administrator.
   4. Type cd\ then press Enter.  If the prompt C:\ doesn't appear, and it shows a different drive, for example M:\, type cd C:\ then press Enter.
   5. Type del payroll.ini /s then press Enter. The locations of the payroll.ini file and confirmation of your deletion appear.
   6. Type Exit then press Enter.
5. Follow the Install Sage 50 Payroll or Sage 50 P11D on a terminal server article to install your software.

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Edit the Payroll.inis

Modify the payroll.ini file originally created at C:\Windows\Payroll.ini. Any remote users that have already accessed the software will have Payroll.ini files within their profile on the server.

Also add this line to these files. The location of a remote user's file is C:\Users\<username>\Appdata\Local\VirtualStore\Payroll.ini.

1. In Windows Explorer, browse to the first Payroll.ini file. 
2. Open in Payroll.ini in Notepad.
3. Under the [Payroll4] section create a new line.
4. Enter the following text: IgnoreMachineNameWhenLocking=1
5. Click File, then Save.
6. Click File, then Exit.

Repeat steps 1 to 4 for each user who accesses Sage 50 Payroll.

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ODBC buffer

Increase the ODBC Buffer Size on all users of the terminal server.

Sage 50 Payroll uses a data source called Payroll32 to communicate with the data held in the database. However, if the buffer size is low or the data source isn't set up, missing or not accessible, it can cause problems with program speed and/or when connecting to a database or upgrading data.

Removing and adding the data source is a good way to refresh the process. Visit our set up the Payroll32 ODBC driver article for help with this.

To increase the ODBC buffer size to 4096, you need to:

1. Press the Windows key and R.
2. Enter odbcad32 then click OK. 
3. On the User DSN tab, select MS Access Database.
4. Click Configure then Options.
5. Buffer size increase to 4096.
6. Click OK then OK again.

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Permissions

Sage 50 Payroll requires full access to all folders and files within the Program Directory and Data Directory. Check that this permission level is in place for all 50 Payroll users on the Terminal server.

Ensure any antivirus software is configured not to interfere with these files and folders.

Here are some further guides to help with these steps:

• Check your Windows permissions and antivirus software
• Proxy servers and Sage software

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Safe mode

Run the computer in Safe Mode and check if the issue is resolved.

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Microsoft .NET framework

Follow the Microsoft.NET framework article to check this.

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Next steps

If the issue continues, the next step is to set up a new Windows user to run Payroll on. Sometimes, corrupted registry keys on Windows have caused this issue to occur which you can resolve with a new Windows user.

If this doesn't resolve the issue, visit our Sage 50 Payroll - environmental Issues - what's next article for further steps.

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