| | Error: 'The Remote Data Access service is currently unavailable and may be inaccessible for some time.' |
| Description | | [BCB:23:Sage Drive - planned maintenance:ECB]When trying to sign in to Remote Data Access you get the following message:
'The Remote Data Access service is currently unavailable and may be inaccessible for some time. To check to see if the Remote Data Access service has been restored, click Retry'
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| Resolution |  NOTE: Please follow the steps below on the computer that is showing the error. If the issue persists, try the same steps on the Remote Data Access main site.
We recommend all sites need a minimum of 4Mbps download Speed and 2Mbps upload Speed for Remote Data Access to work. It's also recommended you do not use a wireless Internet connection. Check to see if these minimum speeds are being met, in Windows 10 you can run the Network Speed Test from the Start menu. Alternatively, check using an online site such as www.speedtest.net If they do not meet minimum speed requirements, you must resolve this first before looking into other fixes below for this error message. To check your version: - Open your software and choose to open Demonstration data then click OK.
- Logon as MANAGER with no password and click OK.
- Click Help then click About and check your software version number.
- Close Sage 50 Accounts then stop the following services:
 TIP: To stop a service press the Windows Key + R on your keyboard, enter Services.msc then click OK, right-click the required service then click Stop.
| Sage 50 Accounts v29 | - Sage 50 Accounts Control v29
- Sage 50 Accounts Service v29
| | Sage 50 Accounts v28 | - Sage 50 Accounts Control v28
- Sage 50 Accounts Service v28
| | Sage 50 Accounts v27 | - Sage 50 Accounts Control v27
- Sage 50 Accounts Service v27
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- Hold down the Windows key + E then browse to the following location:
NOTE: You may need to show hidden files and folders. Read more>
TIP: You only need to clear the contents of one of the below directories. To check if the computer is 32 or 64 bit, click the Windows Start button, click the Settings icon, click System, click About, then under Device specifications, see System type. | 32 bit computer | C:\Windows\System32\config\systemprofile\AppData\Local\Sage
\SSB\Accounts\Collaborate |
|---|
| 64 bit computer | C:\Windows\Syswow64\config\systemprofile\AppData\Local\Sage
\SSB\Accounts\Collaborate |
|---|
- Within the Collaborate folder, to select the contents press Ctrl + A on your keyboard, then to delete the contents press Delete.
- Browse to the following location where XXX is the current Windows user:
C:\Users\XXX\AppData\Local\Sage\SSB\Accounts\ConnectedBridge
- Within the ConnectedBridge folder, to select the contents press Ctrl + A on your keyboard, then to delete the contents press Delete.
- Start the following services:
TIP: To stop a service press the Windows Key + R on your keyboard, enter Services.msc then click OK, right-click the required service then click Start. | Sage 50 Accounts v29 | - Sage 50 Accounts Control v29
- Sage 50 Accounts Service v29
| | Sage 50 Accounts v28 | - Sage 50 Accounts Control v28
- Sage 50 Accounts Service v28
| | Sage 50 Accounts v27 | - Sage 50 Accounts Control v27
- Sage 50 Accounts Service v27
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- Open the Windows Control Panel.
- Click Network and Internet.
- Click Network and Sharing Centre.
- Click Change adapter settings
- Right-click your connection and choose Properties.
- Clear the Internet Protocol Version 6 (TCP/IPv6) check-box.
- Hold down the Windows key + R then type intl.cpl and then click OK.
- On the Formats tab on the Format drop down, select English (United Kingdom).
- Windows 8 and above - Hold down the Windows key+R then type ms-settings:regionlanguage and then click OK. Click Region then ensure the Region and Regional format is set to United Kingdom.
Windows 7 and below - On the Location tab on the Current location drop down, select United Kingdom, then click OK.
- Restart your computer.
If you are using mapped network drive to connect to company data on a server or other computer, this issue can be resolved by changing it to a UNC path. If the Data path begins with any letter other than C, for example Z:, then it is a mapped drive. If it is a mapped drive, change this to be connected using a UNC path instead - Read more > If you need assistance with this, please refer to your local IT support. - Visit my.sage.co.uk then click Sign in.
- Enter your email address then click Continue.
- Click Forgot your password? then enter your Email.
- Complete the CAPTCHA then click Continue.
For more information on resetting your password, you can view our detailed guide. Read more > Please exclude the following URL from the proxy server, firewall or antivirus software on the computer that hosts your Sage 50 Accounts data: - https://signon2.sso.services.sage.com
Also ensure that the following Sage services are not blocked for Internet access in your firewall, antivirus software or proxy server. - sg50svc_vXX.exe
- Sage.UK.Accounts50.Data.Service.Control_vXX.exe
Where XX is your version number, for example 28. For more information, please refer to this guide. For assistance with configuring the proxy server, please refer to your local IT support. NOTE: These steps are only relevant to Version 27 of Sage Accounts. Test by running the data service directly- Press the Windows Key + R on your keyboard and enter Services.msc then press Enter.
- Browse to:
- v27 - C:\Program Files (x86)\Sage\AccountsServiceV27
- Right-click the following relevant files then click Run as administrator and if prompted click Yes.
- v27 - sg50svc_v27.exe or sg50svc_v27
This opens a command prompt window which is related to the Data Service running as admin. Do not close this window yet. - Open Sage 50 Accounts and try the process that caused the error in the first place.
- If the error no longer appears, we have identified the issue, please continue to the steps below to correct the issue permanently.
If the error still occurs, please move on to the section on checking your regional settings.
Correct the issue permanently- Close the command prompt window that you opened in step 4 above.
- Press the Windows Key + R on your keyboard and enter Services.msc then press Enter.
- Check the Data Service is still not running.
- Right-click Sage 50 Accounts Service vxx and click Properties.
- Click the Log On tab and click This Account.
- Enter the details for your administrator and password.
If you are unsure, instead click Browse then click Advanced. Click Find Now then click Local Service and click OK, and enter the Windows password.
- Click OK, then right click Sage 50 Accounts Service vxx and click Start.
If you need help with any of the steps above, please contact you local IT support.
If the issue persists, follow the steps in this guide. [BCB:95:Accounts - RDA_hub:ECB][BCB:91:Support message - RDA chat:ECB]
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