Quick troubleshooting guide for the Sage Sales Management connector
If the connector synchronisation has stopped working properly, it's important to check a few possible causes. The connector operates on-premise, meaning it runs locally on your computer or server. This makes it dependent on the condition and availability of that machine.
Steps to check the status of the connector
1. Is the device where the connector is installed turned on?
Make sure the PC or server is switched on and connected to the Internet.
If the machine shuts down, goes into sleep mode, or restarts, synchronisation will stop.
2. Is the connector's Windows service running?
Open the Services Manager: press
Windows + Rand typeservices.msc.Locate the service associated with the connector.
Ensure it is in "Running" status. If not, right-click and select "Start".
3. How to manually reactivate the connector
If the connector is installed but not currently active:
Press the Windows key and search for the connector application.
Open "Advanced administration" and select "Update".
This will force the connector to restart manually.
4. Has the connector been uninstalled or are you using a new device?
If the connector has been removed or you're working on a different device, you will need to repeat the initial connection process.
Contact our support team for assistance with reconnecting the connector from scratch.
5. Do you have administrator rights on the device?
Certain connector functions require administrator privileges.
Make sure you are launching the connector with the appropriate permissions.
6. Are internal connector errors occurring?
If you have access to the connector's error logs, check for recurring or unclear error messages.
If you are unsure, reach out to technical support and provide the details of the errors.
7. Is the device connected to the Internet?
The connector requires Internet access to perform synchronisations.
Ensure that no firewall or proxy restrictions are blocking its communication.
8. Are you using the latest version of the connector?
Always use the most up-to-date version of the connector to ensure compatibility and smooth operation.
If you need assistance updating the connector, please contact support.
If synchronisation still isn't working
Before contacting our support team, please gather the following information:
Approximate time when the issue began
Any visible error messages (if applicable)
Recent changes to the device (updates, restarts, device replacements, etc.)
Share this information with our support team so we can assist you more effectively.