 NOTE: Check that you are using the correct email address or if you've changed your Sage Account email address? Sage 50 Accounts uses the email address on the Company Selection window.
Refresh the connection locally We recommend attempting to refresh the connection on the computer where the message is being presented first. To do this: - Click Retry on the pop up message shown above.
- Enter your email address and password.
NOTE: This is the same email address and password you used when connecting to Remote Data Access, displayed in the Company Selection window shown above.
If this doesn't restore the Remote Data Access connection, continue through the guidance below to try another solution.
Refresh your access at another computer - At a different computer, log into Sage 50 Accounts as manager to allow Remote Data Access.
- Click Settings then click User Management and click Users.
- Click the user name that is getting the error message, then click Edit.
- Click Remote Data Access, clear the Allow Remote Data Access check box then click Yes.
- Click Finish, then click Save.
- Click the same user name again, then click Edit.
- Click Remote Data Access, then select the Allow Remote Data Access check box.
- Enter the user details, click Finish, click Save, then click Close.
Now try accessing the data at your site. If the issue still occurs, continue to the next section.
Check your access and reconnect Ask the MANAGER user to check that you still have Remote Data Access within User Management. Try disconnecting from the company and then reconnecting. If a different Sage account / ID for another user is to be used to connect the site, enter those details. If you want to associate a different email with your user record, ask the MANAGER to invite you using that address. If this doesn't resolve the issue, try the steps below.
Clear contents of collaborate folder  TIP: These steps will help resolve the problem if you've authenticated with the incorrect Sage account / ID associated with the Remote Data Access data.
- At the site where you're getting this issue, on the computer where your data is held, press the Windows Key + R on your keyboard, enter Services.msc then click OK.
- For each of the following services for your software version, right-click the service then click Stop. Need more help, see the Stop and restart the Sage Data Service and Control Service guide.
- Sage 50 Accounts Service vXX
- Sage 50 Accounts Control vXX
- Clear the contents of the following folder:
- 32 bit: C:\Windows\System32\config\systemprofile\AppData\Local\Sage\SSB\Accounts\Collaborate
- 64 bit: C:\Windows\Syswow64\config\systemprofile\AppData\Local\Sage\SSB\Accounts\Collaborate
- Re-start the services you stopped in step 1.
To start a service press the Windows Key + R on your keyboard, enter Services.msc then click OK, right-click the required service and click Start.
Delete the queue.dta file. Remove Remote Data Access then reconnect If the issue persists, you should: - Completely remove Remote Data Access from your company.
- Set up Remote Data Access again, which includes granting access to remote users.
- Reconnect remote users.
We explain these steps in more detail in, Reset Remote Data Access. TIP: Before removing Remote Data Access, make a note of each remote user's current Sage ID email address from within Settings, User Management, Users. [BCB:95:Accounts - RDA_hub:ECB] [BCB:96:Support message - RDA phones:ECB]
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