Our Support Process
We like to ensure our customers are able to help themselves with any issues they might encounter.
We have recently made changes to our Support Process to ensure that we can assist in the best possible to quickly resolve any issues encountered.
Below are the following steps to log an issue for our technical support team:
Step 1
Search our E2S Error Codes page for the error code you have received.
We have provided a comprehensive list of recommended solutions to previously reported issues which should allow you to self-diagnose your issue.
Step 2
If you’re still unable to self-diagnose and resolve the issue with the help of our E2S Error Codes page, we will require a copy of your latest E2S Logfile (found in the installation directory) containing the error you’ve encountered together with the file you’re attempting to import into Sage.
Please send both logfile and import file to our support email address: support@red-it.co.uk
If you’re unsure of where to find these required files, we have created a video below on how to obtain them:-
Step 3
Once you have sent these required files to our techincal support team, the files will be reviewed and you’ll be assigned a case reference. We will use the import file to run tests through E2S and once we have a resolution to the issue we will be in touch.
Third-Party Integration
Without enabling the Third-Party Integration option within your Sage software E2S will not be able to connect to your Sage data.
Where can I check if my Third-Party Integration is enabled?
You can check to see if your Third-Party Integration or SDO (Sage Data Objects) is enabled from within Sage by selecting:
Help > About
From this screen, you will see a ‘Features Enabled‘ list on the left hand-side where you will see the ‘SDO‘ option, it will say either Yes or No depending on whether the feature has been enabled.
How to enable Third-Party Integration in Sage 50
This can be done from within Sage by selecting:
Tools > Activation > Enable 3rd Party Activation
Once you have selected this option you will be presented with a window containing a couple of fields requesting a Serial No. and Activation Key (see screenshot below) here you can register your Sage Data Objects (SDO) Please note, these are not the same serial numbers and activation keys you may have received with your Sage product.
Sage 50 SDO Keys (3rd Party Activation)
A list of the Serial Numbers & Activation Keys for the more recent versions of Sage 50 can be found below:-
Sage Accounts 2018 (v24)
Serial number: SAGESDO
Activation key: ZHIEKPK
Sage Accounts 2017 (v23)
Serial number: SAGESDO
Activation key: RCYLSWK
Sage Accounts 2016 (v22)
Serial number: SAGESDO
Activation key: EAHDFBL
Sage Accounts 2015 (v21)
Serial number: SAGESDO
Activation key: IIYFDYJ
Incorrect Sage Data Path
3 Reasons why your Sage Data Path may have changed or be unaccessible:
- New Windows User Profile – Perhaps the previously mapped drive is no longer available
- Sage Upgrade – If Sage has recently been upgraded the data path could have changed
- New Server – A change in server could affect the Sage data path
- Insufficient Permission – It’s possible your network permissions have changed and you no longer have access to the network location where your Sage Data is being held, try browsing to the data location path via Windows Explorer.
Where can I check the Sage Data Path
The Sage Data Path is specific to each Sage Company, you can check your data path by:
- Opening your Sage 50 Accounts software
- Login to your Sage company
- Click Help > About Sage
- Your Sage Data Path is shown beneath Data Directory (See Below)
Get in touch
Red IT Solutions Limited
Red IT Lodge
PO Box 40
Rottingdean
Sussex
BN2 8WH
Telephone Options:-
1 – Sales
2 – Sage 200 & CRM Support
3 – Sage 500 & 1000 Support
4 – Red IT Product Support
Opening Hours
09:00 – 17:00 Monday
09:00 – 17:00 Tuesday
09:00 – 17:00 Wednesday
09:00 – 17:00 Thursday
09:00 – 13:00 Friday