Sage 50 statements/corruption/HELP!!

Posted by lindaluvdup PM | on Tue, 01/03/2011 - 17:10  2068  12 comments | report

We have Sage 2010 version 16. It's been difficult but one of the Sage managers saw my posts on here and got me some help from dedicated people at Sage.

A relatively minor thing has happened to my customer statements - I've always used the 2 part statement and it's been fine. No one here has changed anything but what used to be the cumulative balance (column on the far right) has now become just a total outstanding column; i.e. Dec invoice £100, Jan invoice £150 - bal used to show £100 alongside Dec then £250 alongside Jan, now it shows £250 against each and every line.

Sage was very slow this morning, but I've learned to just leave it alone until it sorts itself out, which is exactly what I did. When it was back to normal, I rang a data check and took a backup. After this Sage imported invoices from another system (Weighsoft), as it has done since 2003 without any problems, the TB checked out and everything looked fine, apart from the running balance on the statements.

When I spotted the change I ran another data check, all fine, so I rang Sage. I don't have Sagecover as I don't see why I should pay for problems caused by Sage.

Sage can see the full history of my complaints but have just told me this is nothing to do with Sage and that someone here has edited the the form, but I can guarantee no one has. I've checked every Sage statement on my system that shows a running balance and they're all the same.  Sage have refused to help unless I buy Sagecover but that is the very last thing I want to do.

Can anyone help me please?

Thank you.

Comments
Witch-Queen's picture

Re: Sage 50 statements/corruption

Witch-Queen | Wed, 02/03/2011 - 09:28 | Permalink

I can probably help but I will need more info about your system.

email me at witch@witch-queen.com and I will reply with my phone number for you to call me.

Apologies to others waiting to see the reply to this one, but I will post the answer to the problem once I work out what caused it and how to fix it

-- Witch-Queen

kevin503's picture

Sage statement

kevin503 | Wed, 02/03/2011 - 11:15 | Permalink

This is a known issue. An update to the report generator (your version will now be around 1.3.2010.61) introduced a new variable ("Is Cumulative") for number fields, instead of leaving the setting at cumulative, on some statement layouts it changes the field type to automatic - and the running total no longer works.

To fix:

Edit the Statement layout, do a SaveAs just to be on the safe side. Select the field which should show a cumulative total, change property for Is Cumulative to Yes.

That should solve your problem.

If you aren't comfortable doing this yourself, try a Google search for Sage remote support. This will give a few options (I'm amongst them, not free, but proper professional support).

lindaluvdup's picture

Thanks Witch-Queen and Kevin503

lindaluvdup | Wed, 02/03/2011 - 16:49 | Permalink

Thank you both so much for your quick replies.

Witch-Queen as always, thank you. I thought I'd try Kevin's advice before using your valuable time and it worked; I now have my cumulative balances back. I'm a proper numpty with Report Designer but can find my way around with a few instructions, thankfully!

Kevin, thank you. I still don't understand how it happened. We don't have SageCover and should be getting any updates - also, my version currently shows 16.00.17.0154. But, if we got a sneaky update, that would explain why Sage was so painful yesterday. Is there any way I can stop the updates? Another strange thing is that I keep hearing about Sage updates that have improved the program but I certainly haven't received any of those!

I am steamingly furious with Sage (again) as they told me that Sage aren't aware of any problem of this type - now I think of it, every time I've called Sage (without exception) they've said exactly that, then I find out later all of my problems have been well known issues. Sage just lie constantly, it's mind boggling.

-- Lin

lindaluvdup's picture

Thanks Witch-Queen and Kevin503

lindaluvdup | Wed, 02/03/2011 - 16:49 | Permalink

Thank you both so much for your quick replies.

Witch-Queen as always, thank you. I thought I'd try Kevin's advice before using your valuable time and it worked; I now have my cumulative balances back. I'm a proper numpty with Report Designer but can find my way around with a few instructions, thankfully!

Kevin, thank you. I still don't understand how it happened. We don't have SageCover and should be getting any updates - also, my version currently shows 16.00.17.0154. But, if we got a sneaky update, that would explain why Sage was so painful yesterday. Is there any way I can stop the updates? Another strange thing is that I keep hearing about Sage updates that have improved the program but I certainly haven't received any of those!

I am steamingly furious with Sage (again) as they told me that Sage aren't aware of any problem of this type - now I think of it, every time I've called Sage (without exception) they've said exactly that, then I find out later all of my problems have been well known issues. Sage just lie constantly, it's mind boggling.

-- Lin

Sage Updates

johndon68 | Wed, 02/03/2011 - 16:56 | Permalink

Sage doesn't do 'sneaky updates' - if you have the update option switched on, you get a message to say that an update is available and do you want to install it.

Even without SageCover, as long as your software is registered with Sage, you can still get access to all updates via www.sage.co.uk/updates

John 

lindaluvdup's picture

Thanks John

lindaluvdup | Wed, 02/03/2011 - 20:28 | Permalink

I've never seen a message about updates, so it's still strange.

Thanks for the info, it's more than Sage have given me.

-- Lin

Updates

johndon68 | Wed, 02/03/2011 - 20:48 | Permalink

You can check your settings for the updates by going to Tools -> Internet options and it'll tell you there what your settings are.  Problem is that some of the updates they put out (particularly when concerned with reports/layouts) are not detected by the auto process so checking the updates site I linked to is still required...

John

Witch-Queen's picture

Sage

Witch-Queen | Wed, 02/03/2011 - 20:58 | Permalink

Hi Lin,

Glad you got it sorted out thanks to Kevin, I didn't know about that known issue myself.

Thanks John for the link to updates, however the link you gave would require you to log in to use it. The following site is available to all without the need for a log in.

http://ask.sage.co.uk/Scripts/ask.cfg/php.exe/enduser/std_adp.php?p_req_pass=1&p_sid=FdyPxNjk&p_li=cF91c2VyaWQ9MzA3MDY5NiZwX3Bhc3N3ZD1wYXNzd29yZCZwX2xpX3Bhc3N3ZD1yaWRkbGVkJnBfZmlyc3RfbmFtZT1TdXNhbiZwX2xhc3RfbmFtZT1SdXN0JnBfZW1haWw9Y3VzdG9tZXIuY2FyZUBzYWdlLmNvbSZwX2NjZl81PSZwX2NjZl84PTMxMSw5MDgsOTA3LDkwOSw5MTEsOTEyLDkxMA**&p_faqid=26323&p_prodlvl1=311&p_prods=311&p_pv=1.311

On this page you can choose your Software and version and it will only display the downloads for your version. Remember to save the page to your favourites for future use.

Lin, you say you are on version 16.00.17.0154 which means you only have update 1 installed, the current version is  16.0.17.0158. I recommend you install updates 2 and 3 as these should help your speed. If you go to the site above and find your current version number you will see next to it the recommended downloads, which included one for Report Designer which would probably have fixed your origingal problem.

Remember any updated must be installed on all PC in your office that access Sage.

-- Witch-Queen

Updates

johndon68 | Wed, 02/03/2011 - 21:05 | Permalink

And thanks to you for the Ask Sage link, I wasn't aware of that one - the one I linked to does require a login albeit anyone, as long as they have their software registered with Sage, can create a login, you don't need SageCover to get the login.  

John 

lindaluvdup's picture

Thanks Witch-Queen and John

lindaluvdup | Thu, 03/03/2011 - 08:46 | Permalink

Thanks to you both for the info and links - it's a bit of an eye opener for me! Sage is set up to check automatically but ask if I want to install - to my knowledge the program has never done either.

I will run those two updates you mentioned, Witch-Queen; I didn't know I was missing any and only had the first update loaded because I was speaking to someone helpful at Sage (not anyone on front line Sage Support!). I'll keep an eye on this in future and will also probably enrol someone independant to support Sage here as I can't bear the thought of trying to speak with anyone at Sage again.

I sent a mammoth of an email to Sage last night, I was still steaming and couldn't rest until I got it off my chest. If it wasn't for you two and Kevin, they'd be dragging me off to Bedlam by now! Thanks again!

-- Lin

Witch-Queen's picture

Re: Thanks

Witch-Queen | Thu, 03/03/2011 - 09:17 | Permalink

Lin,

As it says in that well know book 'Don't Panic!'.

Yes Sage front line can be a pain, but now you have Kevin, John and many other Sage experts on AW to help you should you need it in the future. You also have my email at the top of this thread, so feel free to email anytime.

And as you can see from the times of some of the replies, some of us are available outside office hours, unlike Sage.

-- Witch-Queen

lindaluvdup's picture

Thank goodness!

lindaluvdup | Thu, 03/03/2011 - 09:45 | Permalink

I'm so grateful for the help you've all given and will definitely contact you if I need to, Witch-Queen. I've saved your email address and will do my best to make sure you don't regret it! :o) It's easy to panic when you feel alone!

-- Lin

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