This article covers errors and unexpected behaviour that can occur when connecting Dext to Sage 50 UK or publishing items. For help moving or reinstalling the Dext Connect App, see What is the Dext Connect App?
Connection and app errors
Connection and app errors occur when the Dext Connect App can't communicate with Sage 50. Most can be resolved by restarting the relevant applications or updating the Connect App.
"Please make sure Dext Connect App is online and try again"
This error has several possible causes. Work through the following:
The Connect App isn't running: The Connect App must be running on the computer managed by the person who set up the integration. If that's not you, contact them to check the app is open and running.
The integration needs to be re-established: This error can appear if the Connect App has been moved to a different computer or the credentials of the user who manages the integration have changed, causing it to appear under Integrated with other software in the Connect App. In any of these cases, the integration needs to be re-established. See What is the Dext Connect App? for steps.
The internet connection is unstable: Check that the computer running the Connect App has a stable internet connection.
The app needs updating or restarting: Make sure the Connect App is running on the latest version. If it is, restart both the Connect App and Sage 50. Make sure both are running as administrator - right-click the application icon and select Run as administrator.
"Connection to Sage 50 Accounts UK failed. Error: Authentication error: this username is already in use. Please create a new one for this Dext account"
This error means the username used to connect Dext to Sage 50 is currently in use by another session. You can resolve it in one of two ways:
End the active user session in Sage 50, or restart Sage. See Remove a user that's logged in to the software on the Sage support site.
Create a new dedicated Sage user for the Dext connection - see How to connect Dext to Sage 50 UK for steps - then update the username in the Connect App. Go to Integration in the bottom-left navigation and select Change company file.
Once you've made these changes, select Sync in the Connect App, or select Refresh integration data in the Dext web app - the Connect App must be running for either to work. Then publish the item again. The error shown on the item reflects the previous failed attempt and will clear once the new publish request succeeds.
"Integration failed: could not determine the Sage file version for company X"
This error appears when the Connect App can't read the Sage version from the company data folder. To resolve it:
Make sure the Connect App is up to date.
Restart Sage 50 and the Connect App, or restart the computer or server.
Open the Sage company file before attempting to integrate again.
If the error continues, contact the Dext support team.
"Integration failed: Sage file version (X) not supported!"
This error appears when the Connect App can't recognise the version of Sage 50 in use. Try the following steps in order:
Make sure the Sage company file is open, then select the correct file when integrating in the Connect App.
Go to the Sage company folder and delete the file named watermark.xml, then try integrating again.
If Connect and Sage are installed on a server, make sure the Sage Data Service matches the version of Sage you're using. Download and install the 32-bit Sage SDO components from the Sage website - unzip the download, run Sage50Accounts_SDO.msi, then try integrating again.
If none of these steps resolve the error, contact the Dext support team. This can occur when Dext doesn't yet support a newly released version of Sage 50.
"Application is in exclusive mode. Logon cannot proceed"
Sage 50 is running in exclusive mode, which prevents the Connect App from logging in. To resolve it, close exclusive mode in Sage 50. See File locking and exclusive program areas in Sage 50 Accounts on the Sage support site for instructions.
Publishing errors
Publishing errors occur when Dext or the Connect App can't complete a publish action to Sage 50. Most are caused by missing or misconfigured settings in Sage 50.
After resolving any of these errors, select Sync in the Connect App, or select Refresh integration data in the Dext web app - the Connect App must be running for either to work. Then publish the item again. The error on the item will only clear once a new publishing attempt is made.
If an error continues after following the resolution steps, contact the Dext support team.
"Some of your tax settings are invalid. To prevent errors during publishing, please review the settings. Default taxable items tax code rate must be greater than zero"
This error means the default taxable or non-taxable items tax code hasn't been set in Sage 50, or the selected tax rate is invalid. The tax codes are pulled from Sage and displayed as read-only in the Connect App under View > Integration.
To resolve it, update the defaults in Sage 50:
To update the Taxable items code: go to Settings > Supplier Defaults > Std Tax Code in Sage 50.
To update the Zero tax rate items code: go to Company Preferences > VAT > Non-Vatable Tax Code in Sage 50.
"A default tax rate cannot be fetched from Sage 50, ensure this has been set in Supplier Defaults for this Sage Company file"
The default tax rate hasn't been set in Sage 50. To resolve it:
In Sage 50, go to Settings > Supplier Defaults > Std Tax Code.
Set the default tax code.
"Unable to post a zero-value transaction"
This error usually means an item in Dext has line items with an "Out by" discrepancy - the line item amounts don't add up to the item total. To resolve it, open the item in Dext and correct the line items so they match the total amount.
"Invalid value specified"
This is a generic error from Sage 50 that doesn't identify the specific cause. Start by checking that the bank account linked to the payment method in Dext is correctly set up in Sage 50 and hasn't been deactivated.
If the bank account is set up correctly, try entering the transaction manually in Sage 50 using the same details. Sage may return a more specific error that identifies the issue.
"Unable to connect to the Sage Data Service on machine XX"
This error originates from the Sage Data Service and isn't caused by Dext. It can occur when the Sage Data Service is the wrong version, isn't running, or - on server setups - when there's a version mismatch between the machine running the Connect App and the server where Sage 50 is installed.
To resolve it:
Follow the steps in Troubleshoot data service issues on the Sage support site.
Download and install the latest SDO components for your version of Sage 50 from Download and install the SDO update for Sage 50 Accounts on the Sage support site. Install both the 32-bit and 64-bit versions even if you're only using 64-bit.
If Sage 50 is installed on a server, make sure the version of Sage 50 on the server matches the version on the computer running the Connect App.
If none of these steps resolve the error, contact Sage support directly.
"In order to use this feature, you must update your Sage 50 Accounts SDO to version"
This error relates to the Sage Data Service. To resolve it, restart the Sage Data Service on the computer or server where Sage 50 is installed. See the Sage Data Service article on the Sage support site for instructions.
Unexpected behaviour
Items are publishing to Sage 50 as zero-rated regardless of the tax amount in Dext
If items are landing in Sage 50 with zero tax regardless of the tax rate set in Dext, the company's VAT registration number is likely missing in Sage 50.
To resolve it:
In Sage 50, go to Settings > Company Preferences > VAT.
Enter the VAT registration number in the VAT Reg field.
Select Sync in the Connect App, or select Refresh integration data in the Dext web app - the Connect App must be running for either to work.
You can verify whether this is the cause by checking the Is this company tax registered? field in the Connect App under View > Integration. If it shows No, the VAT registration number hasn't been added in Sage.
Once the fix is in place, republish any affected items so they're updated in Sage 50 with the correct tax data. See How to republish an item for steps.
Lock dates set in Sage 50 are being ignored
If items are being posted to Sage 50 despite a lock date being set, the Dext user created for the integration has access to lock date settings. To restrict this:
In Sage 50, go to Settings > Access Rights.
Select the Dext user and select Edit.
In the Settings menu, remove access to Lock date settings.
Select Sync in the Connect App, or select Refresh integration data in the Dext web app - the Connect App must be running for either to work.
Once the fix is in place, republish any items that were posted outside the lock date. See How to republish an item for steps.
Items are publishing to Sage 50 in the wrong currency
By default, Dext publishes items to Sage 50 in your account's base currency. To publish in multiple currencies, you need to enable the Publish multiple currencies setting in the Connect App and turn on the Foreign Trader Module in Sage 50. See How multiple currencies work with Sage 50 in Dext for setup instructions.
Once the fix is in place, republish any affected items so they're updated in Sage 50 with the correct currency. See How to republish an item for steps.