A client of mine has just changed their servers to the cloud. They had sage 50 accounts professional latest version, but now the reconciliation button on the bank account won't work, since the change. Has anybody come across this before?
Hi Nicola
Not personally come across this but then do not have any clients who use cloud servers with sage. Im assuming they do not have cover or are out of the 45 day free cover period with the latest version?
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Joanne
Winner of Bookkeeper of the Year 2015, 2016 & 2017
Thoughts are my own/not to be regarded as official advice,which should be sought from a suitably qualified Accountant.
You should check out answers with reference to the legal position
No they don't have the cover, it seems to be the only thing wrong with it since the change. At the moment they are importing the bank rec to excel when it is reconciled, just incase, you know when you go into the bank rec and it asks if you want to continue with the current one or start a new one, well if the wrong button is pressed at least there'll be a record of how it's reconciled, but the longer it goes on, the longer it's going to take to rereconcile-it's quite a large bank with lots of transactions.
Just to clarify: What do you mean when you say the client has moved their servers to the cloud?
Are you still talking about the desktop version of Sage 50 Pro running locally on one or more computers - but rather than being on a machine that is 'the server' the data itself is now stored on some kind of cloud server?
Because that's the first thing that comes to mind when I read your first sentence. If so, while I can't see an obvious direct cause (and therefore solution) to the problem, but if it's a multi-user/machine set up, that sounds like a recipe for disaster.
(Unless of course it's a Sage provided cloud solution - in which case, I'd expect them to have developed it to work with the software and vice versa)
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Vince M Hudd - Soft Rock Software
(I only came here looking for fellow apiarists...)
Following on from Vince's observations, would you be able to clarify a few things about the new set-up for us?
For example, what version of Sage are they running now? Is it Sage 50c? There's a lot of confusion around about this version, it's really Sage 50 v23.1 and, I think, only adds Office 365 integration to what is available in v23 (which already had SageDrive). i.e. It is still essentially desktop software.
Have they signed up to something like Online50 where your Sage 50 desktop software is made available "online"?
Is it the reconcile or e-reconcile button that won't work? What exactly happens when you click on it? If it is e-reconcile that isn't working, have you installed the e-banking plug-in from your bank that is necessary for this feature to operate?
I think we just need a bit more clarity about the set-up and what is happening to answer your question.
Regards,
Edit: added i.e. clarification
-- Edited by Onion4Sage on Saturday 29th of April 2017 10:11:50 AM
Hi Vince and Ian,
I shall find out what version it is when I am next in. It's sage 50 pro latest version (pretty sure) and they now have office 365. A few people have access to sage. It's the reconciliation button, when you press it nothing happens. Sorry I'm not very clear, I shall get more technical information when I there on Wednesday. Thanks for the comments.
I forgot about 50c!! If it is this one -they get the 365 as a special offer via sage50c and did they download the software or do they have access to the perpetual disc? For either- How long is it since they ran a backup and is it feasible to run a restore or has too much gone on since.
One other thing, you mention a few people have access. How many versus how many users have they signed up for, plus are two people using the same log in at the same time. It is possible (despite error messages!) and a sure fire way to screw up the software.
Might be worth some screenshots of the bank part and the version part, with the usual bits blacked out.
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Joanne
Winner of Bookkeeper of the Year 2015, 2016 & 2017
Thoughts are my own/not to be regarded as official advice,which should be sought from a suitably qualified Accountant.
You should check out answers with reference to the legal position
Hi - they are using V22 - only one other main user and myself.
Very rarely use the programme at the same time.
Software is on Citrix as well as the data - recently moved over form their own servers - which is where the software was installed. All is supported by an IT company who unfortunately don't have anyone with extensive Sage experience.
The "transactions" are not being marked as "reconciled" - Could this be a setting issue in Bank or in the main company configuration?
I use one version 22 on a server, but not via Citrix.
The other guys might be able to help more, so Im posting to bump the thread as much as anything.
One thing I did read is that Internet Explorer needs to be installed on the Citrix server to ensure that all windows display correctly within the software, so that is worth checking out. This is a bit on an old link and does refer to pre 2012 stuff, but there might also be some other useful info for the IT guys https://my.sage.co.uk/public/help/askarticle.aspx?articleid=26098
Also - worth trying to close both sage versions down and re-open just one user and see if that impacts (although Im assumjing you have a two user licence?)
Other than that - can you post a screen print of
1) Settings --> Bank default screen
2) Bank account record screen for the bank in question
Deleting any info you need to keep private, if there is any showing. Also - what does happen if you restore a backup from before the switch to Citrix?
Edited to sort formatting
-- Edited by Cheshire on Saturday 6th of May 2017 11:09:39 AM
__________________
Joanne
Winner of Bookkeeper of the Year 2015, 2016 & 2017
Thoughts are my own/not to be regarded as official advice,which should be sought from a suitably qualified Accountant.
You should check out answers with reference to the legal position
