Captcha window appears
NOTE: If the captcha window appears, but the Password field is blank, reset the Sage account password.
Enter the captcha information in the box provided and click Continue. Don't press the Enter key on the keyboard.
The screen to enter credentials is being blocked
- Try disabling User Account Control (UAC) and/or temporarily disabling the firewall/antivirus. If that resolves the issue, set your firewall and antivirus to allow Sage 50 files.
- Verify that you can sign in and then download or share a Remote Data Access company.
- If the error still occurs and you don’t have the opportunity to enter the Email and Password, the cause can be a damaged Windows Profile. See Error: "We were unable to authorize your SageID credentials" and the login window does not come up.
TIP: Trying the same thing from a different computer or environment is a good way to test and see if the above is causing your error.
Make sure all Windows updates are installed
Check for Windows updates and install any recommended updates. Consult your local IT group or Microsoft support for any assistance needed.
Clear default browser cache
- Open the default browser and clear the cache from the beginning of time.
- Open Sage 50 and attempt to sign in with your Sage ID.
Reset Sage account password
In case the password is incorrect, see How do I reset my Sage account password?
Damaged Windows user profile
There might be a problem with the current Windows user profile.
- Try logging out of the current Windows User and log in as a different user, preferably a Windows admin.
- Log in to the shared company using the original Sage account email. Verify the login credentials will work.
If the log in does work, the Windows profile may be damaged. See Error: "We were unable to authorize your SageID credentials" and the login window does not come up.