Sage 50 2012 Won't Open

[Tim Boothby]

Hi,

Sage was installed and running ok, however today it has stopped opening. Double clicking the icon loaded the splash screen then it just disappears. This is on Windows 7 x64.

Things I've tried:-
- Run as Administrator
- Re-installing Sage
- Re-installing .net
- Uninstalling Sage, deleting the Sage folders from program files; user profile/appdata/local & Roaming; Program data, deleting all references from registry, re-installing

After doing the last option after re-installing it asked for serial number and went into the new company wizard but again closed on completion of the wizard. Now trying to run it brings up the Welcome screen with the options to Set up company, Open Practice Data or Demo data. Whichever option Sage just disappears.

I'm on the verge of re-installing Windows but does anyone have any better idea? I'm loathed to spend £450 on Sage's outrageously expensive support with no guarantee of a fix.

Thanks,

Tim

[brucedenney]

Have you done a clean reinstall as outlined here?

http://support.makingithappen.co.uk/gui ... nstall.htm

It sounds to me like it could be corrupted data, unless you remove the data it will be there on reinstall and continue to cause a problem.


P.S. £450 would currently buy over 8 hours of support, I would hope to sort this type of issue in 15 mins to 1 hour.

[Tim Boothby]

Hi,

Just to update this. I gave Bruce a call this morning for his PAYG support. It did prove a little tricky to get to the bottom of, but eventually by using procmon we traced the cause to Sage apparently shutting down immediately after accessing SGLCH32.USR in the Windows directory. This is apparently the Sage favorites list and can be deleted without losing anything critical. Deleting this resolved the problem, so this had presumably become corrupt. Due to it's location and cryptic file name none of the un-installation procedures attempted had got rid of this file.

So thanks to Bruce for his persistence in resolving this. I'd be happy to recommend his support - it certainly looks very good value in comparison to SageCover.

Cheers,

Tim

[brucedenney]

Just to help anyone trying to use this in future, the file SGLCH32.USR is in the Windows\System32 or Windows\SysWOW directory.

[BrokenSage]

Hi

I am using Sage 50 2012 (V18) on a Windows 10 machine.

It was working fine until now.
I have tried a few bits until now however it is still not working.
I did try to reinstall using the disk which may have now created another issue. Not sure.

All I was getting was the splash screen for sage and then it disappears.
I have now located SGLCH32.USR and changed the name as per the article.

Now the error has changed to:
The data was last used with version 18.1.0.31 of sage accounts. You are currently using version 18.0.10.208. You must update this version of Sage Accounts before accessing the data.
When I click yes to check for updates now, it says 'There are no new updates. Your Sage software is up-to date'

However it's not working/opening in any case.

Any help is appreciated.

Thank you.

[brucedenney]

Hi Broken

1/ A clean reinstall to a non standard directory eg c:\sage is the best route for any old versions of sage.
https://www.makingithappen.co.uk/sage-5 ... nstall.htm

2/ The message you are getting is because you have not installed the updates. Most updates are available here http://files.makingithappen.co.uk/updates/ once installed it should work.

You can also bypass the version check by deleting/renaming the file watermark.xml in the ACCDATA folder

I hope this helps.

[BrokenSage]

Where can I find the watermark folder and what can I rename it to?

[brucedenney]

it is in the accdata folder it is a file called watermark.xml rename it to anything or delete it.

[BrokenSage]

I cannot find the accdata folder

If I try this number 2, which one in the list is needed?

2/ The message you are getting is because you have not installed the updates. Most updates are available here http://files.makingithappen.co.uk/updates/ once installed it should work.

[brucedenney]

Typically c:\programdata\sage\accounts\2012\company.001\Accdata

It may be present on the login screen when you select the company.

Here is the sage guide https://gb-kb.sage.com/portal/app/portl ... 7112349406

[BrokenSage]

Still cannot see it

So when this happened, I installed using the disk on top of the one installed hoping if there was an issue it will fix it.
I don't know if I have now done something and removed/edited which is why I cannot see this.

[BrokenSage]

Ok so mine is c drive, programdata, sage, accounts, then 2012
Then under Company.000 there is a WATERMARK.XML

What do I do now?

[BrokenSage]

OMG thank you brucedenney

Deleted watermark.xml and sage is working!!!

[brucedenney]

Glad I could help.

[BrokenSage]

Hi

Thanks for your help.
I am now worried about closing the sage down just in case the same issue happens.
I have now noticed the changes I made yesterday have now affected me Office package which is now not opening. Outlook is one of them.
This was closed down so I now cannot open it.

I am worried if the Sage is closed, I won't be able to open it. I have a backup however can you shed any light on what could have happened?

Just to recap:
Yesterday I changed this file name: SGLCH32.USR
Then deleted the watermark file which I was not able to locate but finally did when I performed this step:

Here is the sage guide https://gb-kb.sage.com/portal/app/portl ... 7112349406

So had to tick/untick a few places so I can see the watermark file which was at first hidden