Follow the advice given to deliver the solution to the customer.

NOTE: Send feedback through Case Management if you have additional information that may be useful.

Restart

Has the problem been logged on the Known Issues database?

TIP: Carry out multiple searches on keywords and product area.

Yes No Previous

Has it been fixed in a newer version?

 

Yes No Previous

An upgrade will be required to fix the issue.

TIP:Test your client’s data on the latest version

Restart Previous

Log a ticket in Case Management to get your customer added as a contact to the issue.

NOTE: Provide your customer with any workarounds listed, and discuss the impact the result of working around the problem is likely to have on the customer. For further information on our Defect Resolution Process, please see the Business Partner Handbook.

Restart Previous

Is the error occurring for more than one user?

 

Yes No Previous

Reset the user's desktop - Does this resolve the problem?

Click here for instructions on Reseting Desktop Settings.

Yes No Previous

Does it affect the user if they logon to another PC?

 

Yes No Previous

Check\compare the users Active Directory\Windows and Sage SSA User Profile to that of a working user.

TIP: Consider rebuilding the user profile.

Restart Previous

Completely uninstall the Sage 200 Client and reinstall, does this resolve the problem?

NOTE: This will reset the desktop to the default values.

Yes No Previous

Does it affect other users if they logon to the problem PC?

 

Yes No Previous

This would suggest that the problem is environmental. Click here for further guidance

 

Restart Previous

Compare the settings of any components that may effect the function for which the error is being returned.

TIP:If the error is appearing for a workspace check the internet options.

Restart Previous

Can the problem be replicated in demo data on your system in the same version of the software as your customer?

NOTE: Testing may involve starting at an early point in the process.

Yes No Previous

Can the problem be replicated in demo data and the customer’s data on your system in the latest version?

 

Yes No Previous

Report the issue to Technical Support. Click here for further guidance

 

Restart Previous

An upgrade will be required to fix the issue

TIP:Test your client’s data on the latest version

Restart Previous

Can the problem be replicated at will on a copy of the customer’s data onsite?

TIP: Testing may involve starting at an early point in the process.

Yes No Previous

Has it happened before? (if unsure click Yes)

 

Yes No Previous

This would suggest it is an intermittent problem. Click here for further guidance.

TIP: Create a test company using data from prior to the error and try replicating.

Restart Previous

Could it be a one-off glitch? - Troubleshoot further or click here for further guidance.

TIP: Create a test company using data from prior to the error and try replicating.

Restart Previous

Can the problem be replicated in the customer’s data offsite?

TIP: Testing may involve starting at an early point in the process.

Yes No Previous

This would suggest that the problem is data-specific. Click here here for further guidance.

 

Restart Previous

Does the customer have any customisations or bespoke?

 

Yes No Previous

Does the problem still occur if the customisations are removed from their system?

 

Yes No Previous

This would suggest that the problem is environmental. Click here here for further guidance.

TIP: Also eliminate any custom tables. Click here here for further guidance.

Restart Previous

This would suggest that the problem is environmental. Click here here for further guidance.

 

Restart Previous

This would suggest that the problem is with the customisations. Raise the problem with the Developer who provided the solution.

 

Restart Previous

Thank you for using this troubleshooting guide.

 

Restart Previous

Thank you for using this troubleshooting guide.

 

Restart Previous