FAQ's - All Software

FAQ's that applies to all software

All Software Sage Order Importer Sage Exporter Sage Product Importer
How do I renew my Subscription?

To renew a subscription login to your Account and go to Subscriptions, where you will be able to renew for a single year or set  up automatic recurring payments.

My Serial Number is not showing in my Account to Renew?

If your Serial Number is not showing in your Account under Subscriptions, chances are that you used another account to purchase. Please use our Serial Number Checker to identify the Account the Subscription is registered to.

How do I enter a new licence key?
  1. Hold the left SHIFT + CTRL keys down while opening the software.
  2. Select YES to “ Are you sure you want to reset application licence data and re-register the application?”
  3. Select the option “I have a serial number”.
  4. Enter your serial number and click Finish.
How do I move my software to a new machine?
  1. On the current machine go to File > Backup and save a backup of settings.
  2. On the new machine install a trial copy of the software.
  3. On the new machine go to File > Restore and import saved backup from the old machine.
  4. Once you have the software up and running on the new machine go to the old machine Help > Deactivate Licence or or from Account > Subscriptions on our website.
  5. On the new machine go to Help > About and activate the software with your Serial Number.
How do I deactivate my software?
  1. If your software is currently active you can go to the Help and click Deactivate Licence.
  2. If you cant access your computer to manually Deactivate Licence (as above) to use on another computer you can log in to your account and go to Account > Subscriptions and deactivate the licence for your subscription.
Software keeps prompting to renew when subscription is still active.

This issue can be caused by file permissions that stop the software from reading the licencing file. The solution is to edit the permission of key directories to grant the necessary privileges.

Grant the “Everyone” user group “full control” of the following directories, when defining the permissions it’s important to tick the box that copies the permissions of the directory down to subdirectories and files for the permission to be effective.

The following path(s) need to have the permissions defined:

C:\ProgramData\webxel (all software)

C:\Users\<USER>\AppData\Local\WebXeL  (Exporter Only, where <USER> should be substituted for user directory name associated with windows user account used when you defined your job in Exporter.)

Object variable or With block variable not set when connecting to Sage

When the software attempts to make a connection to sage and you receive this error the most likely reason is you don’t have the Sage Data Objects (SDO) matching your version of Sage installed.

You can download the correct version of SDO for your version of sage here, to identify which version is required open Sage and look at the "Main Menu > Help > About" section and take note of the version number. In the downloads locate and download the version of SDO to match your version of sage.

Another possible cause for this error would be mismatched bitness between Sage, SDO or our software, for example using the 64bit versions of our software/SDO with a 32bit version of Sage. Its important to match our software and SDO with the bitness of Sage, if your using 32bit Sage you must use 32bit versions of our software and SDO. Sage versions prior to version 30 are all 32bit, from version 30 onwards there are 32bit and 64bit versions.

Scheduled Task not working?

Often when running our software from a Windows scheduled task there are issues with file permissions that stop the software from working. The solution is to edit the permission of key directories to grant the necessary privileges.

Grant the “Everyone” user group “full control” of the following directories, when defining the permissions it’s important to tick the box that copies the permissions of the directory down to subdirectories and files for the permission to be effective.

The following path(s) need to have the permissions defined:

C:\ProgramData\webxel (all software)

C:\Users\<USER>\AppData\Local\WebXeL  (Exporter Only, where <USER> should be substituted for user directory name associated with windows user account used when you defined your job in Exporter.)

Also, ensure your Scheduled Task runs under the same Windows user account your Job has been defined under.

Alternatively you can download and run our permissions fixer tool which will set the appropriate permissions for you automatically.
Permissions Fixer

Message saying Username already in use?

If you are logged into Sage and our software uses the same credentials you will get this message.

You need to logout of Sage so that our software can connect or as recommended set up a dedicated user for our software in Sage.

Error: 'Unable to connect to Sage Data Service on machine' or 'Data service unavailable on this machine'

Please see Sage Knowledge Base article on their site covering this issue at https://gb-kb.sage.com/portal/app/portlets/results/viewsolution.jsp?solutionid=200427112308515&hypermediatext=null

Which versions of Sage Accounts is the software compatible with?

Sage Order Importer, Sage Exporter & Sage Product Importer is compatible with:

  • Sage Instant Accounts Versions 15 onwards
  • Sage Line 50 Versions 10 onwards
  • Sage 50 Accounts Versions 2008
  • Sage 50 C & Sage 50 Cloud (Excluding Sage 50 USA & Canada).
What are the system requirements?

Required software:

Will the software work on my network?

Yes, the software is compatible with network based installations of Sage. The application can even be installed on a computer that does not have Sage installed.