Software crashes in multiple areas

Summary

What to do if Sage 50 Payroll closes unexpectedly when working with submissions, online payslips or the Pensions module.

Description

From August 2024, you may have started experiencing software crashes in certain areas of Sage 50 Payroll.

This occurs in the following areas:

  • Full Payment Submission (FPS) or IR Secure Mailbox
  • Online Payslips (in either Sage HR Online Services or Online Bureau)
  • Pensions Module

Resolution

If you find that the issue occurs in all the areas listed above, follow the Graphics driver section below. Skip ahead to the troubleshooting section if the issue only occurs in some of these areas.

 NOTE: If your software only closes when you submit the FPS, follow the software crashes when you send an FPS article instead. 

Graphics driver

We've identified that a third party updated one of their graphics drivers in 2024, that prevents Sage 50 Payroll from using the system memory that it requires. When this occurs, Sage 50 Payroll is forced to close.

We've updated how Sage 50 Payroll uses system memory to avoid this. 

To install the latest software update, follow our download and install the Sage 50 Payroll year end update article.

Troubleshooting

If you've installed the update and the issue still occurs, your issue is unrelated to the graphics driver update. In this case, you need to ▼ follow some troubleshooting steps.

Data troubleshooting

If you have multiple companies set up in your software, check if the issue occurs in all companies. When it happens in:

  • One company it's likely to be a data issue, follow our data corruption guide to resolve this
  • All companies, it's not likely to be a data issue and you need to continue to the Program troubleshooting section

Program troubleshooting

The next step is to reinstall your software using the run as administrator option. For help with doing this, visit our download and install Sage 50 Payroll article.

If the issue persists

Reinstall your software again in a new directory.

  1. Create a new folder on your C:\ drive named 'New Sage 50 Payroll', and browse to this using the 'Custom' installation option during Step 2.
  2. Follow the steps on our Install Sage 50 Payroll on a computer that previously had an installation article.

If the issue continues after reinstalling, this isn't a program issue, continue to the Environmental troubleshooting section.

Environmental troubleshooting

Follow the steps below to check whether the issue is environmental. For help with the steps below contact your IT support.

Data location

Where your company data is on a server, relocate your data to the C drive on your computer and check if this resolves this issue.

If the data works locally, it's likely to be an environmental issue. In this case, you need to troubleshoot the environment to find the cause and resolve the issue.

Windows updates

Check for any pending Windows updates on your computer. If there are any available, install these and restart the computer.

Antivirus

Temporarily disable your antivirus software and check if you've resolved the issue. Ensure you re-enable this when the test is complete. 

Troubleshoot your antivirus software if the issue didn't occur while turned off.

Different user profile

Log in to Windows using a different administrator user, or if possible try another computer to see if this resolves the issue.

Microsoft .Net framework

Check that you've fully enabled the Microsoft .Net framework on your computer.

 

Solution Properties

Solution ID
240902143414297
Last Modified Date
Thu Sep 25 12:48:30 UTC 2025
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