Error when opening paycheques.

Question

When I try to open up payroll I get, "An unexpected error has occurred while signing in with your Sage ID. You must sign in again". All other journals seem to work. 
 - Sage 50 Premium Accounting. Version 2015 
 - There is also another version of Sage 50 installed on this computer, but that one hasn't been opened since I installed the one I'm using now. 
 - I took a class extension. The payroll licensing doesn't expire earlier than the program, does it?

Erzsi_I · Answer

Hello Student68 , Thank you for contacting us. That message would be new to the student version but has been associated with either a Corrupted Windows user profile or a Corrupted Windows Critical Update. 
 Consider trying the below: 1. Uninstall Sage 50 Canadian Student Version 2. Go to http://simplydownload.accpac.com/downloads/SimplyAccounting/students/StudentVerCleanUp.zip 3. Run the "Student Version Utility" 
 Note: Before doing anything else, make sure Sage 50 is started with administrator rights 
 4. Re-install Sage 50 Canadian and Activate the program Once you have completed those steps, your program should be up and running for you. 
 More advanced resolutions that are Windows related (therefore out of scope for our Support team) would involve: - Creating a new windows user profile then reinstalling Sage - or Uninstalling Windows update KB3172614 (Windows 8 or 8.1) and rebooting the computer then reinstalling Sage - or Uninstalling Windows update KB3172605 (Windows 7) and reboot the computer then reinstalling Sage 
 If neither update is present, then either use Windows system restore to move the computer back to before they were installed, or manually remove all Windows updates appearing after the last date when it worked. Make sure to reboot the PC following uninstall of those Windows updates.

Erzsi_I · Answer

Hello again Student68 , Thank you for contacting us. Sage ID is a signin for our Sage Drive service which isn't a part of the 2015 software so something is corrupt. At this point it may be best for you to contact your teacher, who could then contact us at 1-888-522-2722 with the school's Account ID to organize a support call. 
 Questions we'll want answered include: - What is the "other" version of Sage 50 on the machine - What operating system is it? - Is it the Sage 50 2015 Student edition? 
 At that point we can check if Windows Corruption on the machine is the issue and offer some suggestions / steps to take.

Erzsi_I · Answer

You'll be turned away, an alternative if possible is to get your teacher to email sageeducation@sage.com (answering the above questions and including the Account ID/ School's name) on your behalf. We can Schedule a callback from there.

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