If you are having trouble installing or using Sage Exchange Desktop, review the issues in this section for possible solutions before contacting Customer Support.
Try one of the following solutions if anti‐virus or firewall settings prevent you from running the Sage Exchange Desktop installation from the web page:
If you are using a proxy server and are having problems launching or installing Sage Exchange Desktop, ask the network administrator to create a rule (or exception) to allow the domain *.sageexchange.
Review the following table for a list of processing issues and solutions:
| Issue | Solution |
|---|---|
| An error message displays each time I try to process a credit card payment. |
Verify that the Sage Exchange (SE) icon displays in the Microsoft Windows system tray:
|
| Other users cannot process credit card transactions when they are logged on to a shared workstation. | Sage Exchange Desktop is a per-user installation that is associated with your Microsoft Windows login. Each user who needs to process credit card transactions must install Sage Exchange Desktop. See Installing Sage Exchange Desktop for additional information. |
| Sage Exchange Desktop displays the error “Unhandled exception error has occurred in your application. If you click Continue the application will ignore this error and attempt to continue. If you click Quit, the application will close immediately. Object reference not to an instance of an object.” |
This error usually indicates that multiple instances of Sage Exchange Desktop are running on the workstation. It can also indicate an external security source such as a firewall or anti-virus software is preventing Sage Exchange Desktop from opening a port to listen for calls. Click Quit to close the application then see Uninstalling Sage Exchange Desktop to uninstall multiple instances of Sage Exchange Desktop or see Anti‐virus and firewall issues above to review potential firewall/anti‐virus issues. |
Review the following table for a list of plugin issues and solutions:
| Issue | Solution |
|---|---|
| An error message displays when I try to select the Sage Accounting company in Sage Exchange Desktop. | Open the company in Sage Accounting and then try again to connect Sage Exchange Desktop to the company. |
| The Third Party Application Access dialog box opens in Sage Accounting. | Select Always allow access to prevent this dialog box from opening each time Sage Exchange Desktop accesses your company. |
| The Sage 50 Invoice Payments dialog box opens when I return to Sage Exchange Desktop and try to select GL accounts. | Click Continue to close the dialog box. Close Sage 50 then select your GL accounts for the plugin in Sage Exchange Desktop. |
| Sage Exchange Desktop displayed the error “There was a problem connecting to Sage 50. Please verify the access control in Sage 50.” | This usually indicates that the end user needs to give SED permission to access Sage 50. Select Always allow access on the Third Party Application Access dialog box. |
| Sage Exchange Desktop displayed the error “There was a problem accessing your accounts.” | This is a communication error, which means that either Sage Exchange Desktop or Sage Accounting is not running properly. Close then restart both applications then try again. |
| Sage Exchange Desktop displayed the error “There are no companies available. Please check Sage 50 for more information.” | This means Sage Exchange Desktop was not able to find any active companies to connect to. Open the company in Sage 50 (and leave Sage 50 running) then try again. |
| Sage Exchange Desktop displayed the error “Unable to verify plugin installation. Please consult the plugin documentation.” | Sage Exchange Desktop encounters an error when trying to use the Sage 50 API/SDK. The Sage 50 API needs to be installed for the Sage Exchange Desktop plugin to work. |
Below is a list of answers to some frequently asked questions:
Note Log on to the Sage Payment Solutions Self Service Portal to search our online Knowledge Base for additional FAQs including accounting/ERP system-specific FAQs.
| Issue | Solution |
|---|---|
| I entered information in the Sage Exchange Desktop window then got distracted. When I returned, the window was closed. | The Sage Exchange window has a timeout setting of 15 minutes. See Working with Sage Exchange Desktop for additional information. |
| I almost always have the customer's credit card in‐hand to process transactions; however, I don't want to have to press Swipe Card every time I process a payment. | You can set Sage Exchange Desktop to automatically start the card swipe process. See Configuring Settings for additional information. |
| I do not always have the customer's credit card in-hand to swipe. | Click Cancel when you are prompted to swipe the card then manually enter the credit card information in the Sage Exchange Desktop window. |
| I am required to enter the state in the billing information each time I process a credit card payment. | If the credit card is not swiped, you must enter any address information missing from the customer's record before you can process the payment. |