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Sage Cloud Line50: Invalid License File

Sage Cloud Line50: Invalid License File

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Working on LAN pc (PC A) on Tuesday with data version 26.3.139 (can't remember exact version, the 26.3 bit is certain though).  No problems.

New connection to the LAN (PC B) on Tuesday upgraded the data to 26.3.245. 

On Wednesday PC A gets message to upgrade in order to use this company's data.  Download this update version of the program and run it.  Now getting Invalid License File message. 

Sage are saying it is not their problem, it is an "environmental" problem.  Check Anti Virus, check Firewall.  Yes, yes, done that: uninstalled AV and PC is only running the standard Windows Firewall.  Sage refused to budge on giving further help on this even though, clearly, it was their update that caused this.  Ok, the pc is running Windows 7, but this is supposedly a "minor version update".

Two questions:-

(1) Anyone running W7 successfully got past this hurdle?  I am not convinced that this is the stumbling block.  (I've heard this ecxcuse before when it turned out it was an issue with .Net, or similar version issues).

(2) Is there a way to prevent users from installing updates upon connection, which has the effect of disrupting all their peers from working?  This mechanism needs to cope with the situation where a new connection with a newer software version is not allowed to connect to data which would cause the data to be upgraded.

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By Duggimon
28th Aug 2020 08:36

I would highly recommend, regardless of your SAGE issues, that you upgrade the computer running Windows 7 to Windows 10 as Windows 7 is no longer supported by anybody and you may encounter any number of problems as a result.

This may also have the happy result of fixing your Sage problem, and if not at least Sage will then be obliged to help, currently you are operating outwith their terms and conditions for support and they have no obligation to offer any help, even if the issue isn't caused by your OS.

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By johndon68
28th Aug 2020 10:07

I had a client report the same issue a couple of weeks ago albeit he was running on Windows 8.1, again unsupported by Sage. He hadn't updated Windows for a while so installed every Windows (not Sage) update that he could and the problem went away so it does appear to be an environmental issue. If I had to guess I'd say that v26.3 uses something in Windows that isn't supported by Windows 7.

As for the updates, if you go to Help -> Software Update Settings, you can turn the auto updates off.

John

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By Ken Moorhouse
28th Aug 2020 17:14

Thank you for the responses.
I have got to the bottom of this and it has nothing to do with Windows 7, antivirus, firewalls or any of the things Sage support told me, excepting the nebulous culprit: an "environmental" issue.
The problem was...
Simply having another version of Sage installed on the pc caused this issue.

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Replying to Ken Moorhouse:
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By johndon68
28th Aug 2020 18:54

Ken Moorhouse wrote:

Thank you for the responses.
Simply having another version of Sage installed on the pc caused this issue.

Odd - I have v11 - 26.3 and all versions in between, installed on a Windows 7 machine with no issues...

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Replying to johndon68:
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By Ken Moorhouse
28th Aug 2020 20:14

The version installed on the system in question is version 7.
Is the data on the pc with these different versions, or is it elsewhere? Sage v7 is installed on the server where the data sits, and that does not cause an issue. My guess is that when a remote pc with both versions on it tries to find the Cloud data, it somehow gets confused as to where it should be looking.
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Are you on v26.3.245? I swear this was not a problem on previous data version 139(?)
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How I established that there was a conflict was I left Cloud Sage active at the company list window. Someone tried to login to v7 and was told that they couldn't as another session was active. Coming out of Cloud Sage they were then able to login on v7.

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By johndon68
29th Aug 2020 20:16

With regards to the invalid licence, I'd certainly not argue with your findings but it makes it all the odder. Sage v7 shares no configuration files with v26 at all as, even when files still have the same name as they did back then, they are in different folders that v7 would know nothing about.

Having said that, with regards to your last paragraph, if you left v26 at the company list window then, at that point, Sage is running - if you then run v7, I would expect the message that you got as Sage had never allowed two versions to run at the same time on the same PC. Closing the company list from v26 would close that instance of Sage 50 and allow v7 to run.

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By Ken Moorhouse
29th Aug 2020 21:47

"invalid licence file" was what I was getting on a W7 pc. On W10 pc it was not finding the company data when pointed to, so I wasn't even getting that far. So the error messages are red herrings.
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"shares no configuration files" which is why at the outset I didn't feel the need to rule version conflict out. I could get sysinternals on the case, but I've got more pressing things to do. I'm wondering if it's a DLL chaining issue of some sort. As I say, uninstalling Sage v7 makes the problem disappear, so it has to be something Sage v7 installs.
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I see what you're saying about different versions running concurrently. It did serve to give me that valuable light-bulb moment though.

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By LAMBERTCLERICAL
03rd Sep 2020 11:07

I had a similar problem recently - I have 2nd-user access to two clients' Sage systems, one on v25 and one on v26.

When v26 was installed, it ran fine but I found I got the "Licence error" when trying to access the v25 client. My software supplier (a reseller, not Sage itself) logged in remotely to investigate. After a VERY lengthy rummage, problem was traced to the Sage registry entries. On accessing a version of Sage, it sets the registry entries to that version reference, so trying to then open the other version found an incorrect reference in the registry, causing the "licence error" message. I now have a small applet on my computer to run before running any version of Sage. this applet blanks the version reference in the registry so no conflict occurs when opening Sage.

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Replying to LAMBERTCLERICAL:
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By Ken Moorhouse
03rd Sep 2020 14:42

Thank you for that information and workaround. I have a gut feeling it is going to come in useful.

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Replying to LAMBERTCLERICAL:
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By johndon68
03rd Sep 2020 15:09

Clearly, there is some inconsistency in what appears to be causing the problem.

I have 2 machines, one with Windows 7 (actually a Virtual PC running on a Mac Book) and all Sage 50 versions from 11 to 26.3 installed and the other a PC with Windows 10 and all Sage 50 versions from 14 to 26.3 and I can go in and out of them on both machines in any order and have never had a problem with invalid licences. Both machines have v26 flagged as the latest version in the Registry.

For my client who had the issue, the update of Windows solved the problem and that had no impact on the Sage Registry entries.

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By Ken Moorhouse
04th Sep 2020 08:26

After this debacle, Sage sent me a survey to complete, which I did.

Emily Storey, Customer Experience Specialist at Sage, picked up on my negative narrative and asked me to email her with further details, which I have just sent off.

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By johndon68
04th Sep 2020 08:33

Good - be interesting to see if they come up with a definitive solution for this...

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By Ken Moorhouse
14th Sep 2020 16:53

As a direct consequence of the survey I filled in expressing my dissatisfaction with Sage support I've just had a very lengthy and informative phone call from someone at Sage with good technical knowledge of the product and much insight into the problems I was having.
I understand from this conversation that they are looking into the Invalid Licence File issue. One thing mentioned was that differences solely in the Build number should not trigger a forced data upgrade message, yet I am pretty sure this was the scenario I encountered.
Very impressed by Sage taking the trouble to respond in this way, so if you get a Customer Satisfaction Survey having come off a technical support call with Sage, it is worth filling in!

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By johndon68
14th Sep 2020 17:41

Ken Moorhouse wrote:
One thing mentioned was that differences solely in the Build number should not trigger a forced data upgrade message, yet I am pretty sure this was the scenario I encountered

That would depend on the exact version in use before. For example, whilst data upgrades don't usually occur when the minor version number changes, it is not always the case.

For example, the upgrade to v26.2 did involve a database upgrade so, just as an example, an upgrade from v26.0 to v26.3 would trigger a database upgrade but moving from 26.2 to 26.3 would not.

John

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By Ken Moorhouse
14th Sep 2020 17:57

I got the impression from our conversation that if the build required a data structure change then the minor version number would be bumped to signify that it was more than a cosmetic change.

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By johndon68
14th Sep 2020 19:18

Not all the time (at least not historically) but in the case of v26, there was definite database change, which resulted in quite a big upgrade process for the audit trail, with 26.2 so the minor version changed to 2.

In the case of v26.3, if there are any database changes from 26.2 then they were so small that no major upgrade of the database was required.

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By Ken Moorhouse
14th Sep 2020 20:32

The weird thing is that (from my original post), the user was forced to upgrade from one 26.3 build to another 26.3 build. The contact at Sage said that different workstations could be on different Builds because - as you point out - structural data changes are not involved, therefore no risk of corruption or business rules being broken. But this is not what happened in this instance.

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By johndon68
14th Sep 2020 21:16

Ken Moorhouse wrote:

The weird thing is that (from my original post), the user was forced to upgrade from one 26.3 build to another 26.3 build. The contact at Sage said that different workstations could be on different Builds because - as you point out - structural data changes are not involved, therefore no risk of corruption or business rules being broken. But this is not what happened in this instance.

I have to say that I believe that the contact at Sage is wrong on this one. As well as the data version which held in the setup.dta file, there is another file in the COMPANY.XXX folder called WATERMARK.XML which also holds the version number - if the version in that file differs from the version of the program that is running, you get the message that the data is from a later version and you need to upgrade.

Sometimes, deleting that file (it gets recreated anyway) will stop the message appearing but, as the file gets recreated, the message will come back at some point...

John

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By Ken Moorhouse
15th Sep 2020 06:49

Thanks.

Sounds like watermark.xml could be a very dangerous file to delete, where different workstations are on different versions, unless the setup.dta version is the one used when ascertaining integrity of data prior to posting it.

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By johndon68
15th Sep 2020 08:22

Under normal circumstances it is not a file that you'd ever need to worry about but there are circumstances under which deleting it can be useful, particularly with older versions. In fact, I think there is, or there certainly used to be, a Sage Knowledgebase article about it.

As far as I know, it is only used to check for a difference between the install of Sage and the data itself. Once you are in the program, setup.dta is all that matters.

John

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