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SBD Desktop has encountered an error and will now close

On opening any records in the software the following message appears and the software closes:

'SBD Desktop has encountered an error and will now close'

If you get the same message when using other anti-virus or malware software, apply the same exclusions listed below.

This issue has been seen to occur when some Sage accounts files need to be refreshed. It can also occur if you use Bitdefender Total Security 2015 or Security Defender antivirus software. The problem can occur in both live data and Demo Data.

Initial troubleshooting

These steps have all been found to resolve the problem in different circumstances.

Run as administrator

  • Right-click the Sage shortcut on your desktop and click Run as administrator.

Rename the sage.ini file

  1. On your keyboard, press the Windows key  + E.
  2. Browse to the following location: C:\ProgramData\Sage\Accounts
  3. Locate and right-click the sage.ini file.
  4. Rename the file as sage.old
  5. Open the software again.

Rename the sage.usr file to sage.old

You should only rename this file if you have your serial number and activation key to hand. To find your details online, refer to this article.

  1. On your keyboard, press the Windows key  + E.
  2. Browse to: C:\ProgramData\Sage\Accounts\2019

    Replace 2019 with your relevant version.

  3. Right-click the sage.usr file and rename it sage.old
  4. Open the software again.

To prevent the problem from reoccurring in Bitdefender

  1. Open Bitdefender.

    Bitdefender appears on the task bar as a white 'B' on a red background.
  2. Click Protection then Antivirus then Exclusions.
  3. Click Excluded processes then Add.
  4. Browse to the following file:
    v26 32 bit
    • [Sage Accounts program directory]\SBDDesktop.exe

      You can check the program directory in Sage Accounts in Help, About.
    • C:\Program Files\Sage\AccountsServiceV26\sg50svc_v26.exe
    • C:\Program Files\Sage\AccountsServiceV26\sg50CtrlSvc_v26.exe
    64 bit
    • [Sage Accounts program directory]\SBDDesktop.exe

      You can check the program directory in Sage Accounts in Help, About.
    • C:\Program Files (x86)\Sage\AccountsServiceV26\sg50svc_v26.exe
    • C:\Program Files (x86)\Sage\AccountsServiceV26\sg50CtrlSvc_v26.exe
    v25 32 bit
    • [Sage Accounts program directory]\SBDDesktop.exe

      You can check the program directory in Sage Accounts in Help, About.
    • C:\Program Files\Sage\AccountsServiceV25\sg50svc_v25.exe
    • C:\Program Files\Sage\AccountsServiceV25\sg50CtrlSvc_v25.exe
    64 bit
    • [Sage Accounts program directory]\SBDDesktop.exe

      You can check the program directory in Sage Accounts in Help, About.
    • C:\Program Files (x86)\Sage\AccountsServiceV25\sg50svc_v25.exe
    • C:\Program Files (x86)\Sage\AccountsServiceV25\sg50CtrlSvc_v25.exe
    v24 32 bit
    • C:\Program Files\Common Files\Sage SBD\SBDDesktop\v14\SBDDesktop.exe
    • C:\Program Files\Sage\AccountsServiceV24\sg50svc_v24.exe
    • C:\Program Files\Sage\AccountsServiceV24\sg50CtrlSvc_v24.exe
    64 bit
    • C:\Program Files (x86)\Common Files\Sage SBD\SBDDesktop\v14\SBDDesktop.exe
    • C:\Program Files (x86)\Sage\AccountsServiceV24\sg50svc_v24.exe
    • C:\Program Files (x86)\Sage\AccountsServiceV24\sg50CtrlSvc_v24.exe
    v23 32 bit
    • C:\Program Files\Common Files\Sage SBD\SBDDesktop\v14\SBDDesktop.exe
    • C:\Program Files\Sage\AccountsServiceV23\sg50svc_v23.exe
    • C:\Program Files\Sage\AccountsServiceV23\sg50CtrlSvc_v23.exe
    64 bit
    • C:\Program Files (x86)\Common Files\Sage SBD\SBDDesktop\v14\SBDDesktop.exe
    • C:\Program Files (x86)\Sage\AccountsServiceV23\sg50svc_v23.exe
    • C:\Program Files (x86)\Sage\AccountsServiceV23\sg50CtrlSvc_v23.exe
    v22 32 bit
    • C:\Program Files\Common Files\Sage SBD\SBDDesktop\v12\SBDDesktop.exe
    • C:\Program Files\Sage\AccountsServiceV22\sg50svc_v22.exe
    • C:\Program Files\Sage\AccountsServiceV22\sg50CtrlSvc_v22.exe
    64 bit
    • C:\Program Files (x86)\Common Files\Sage SBD\SBDDesktop\v12\SBDDesktop.exe
    • C:\Program Files (x86)\Sage\AccountsServiceV22\sg50svc_v22.exe
    • C:\Program Files (x86)\Sage\AccountsServiceV22\sg50CtrlSvc_v22.exe
    v21 32 bit
    • C:\Program Files\Common Files\Sage SBD\SBDDesktop\v12\SBDDesktop.exe
    • [Sage Accounts program directory]\sg50svc.exe
    • [Sage Accounts program directory]\sg50CtrlSvc.exe
    64 bit
    • C:\Program Files (x86)\Common Files\Sage SBD\SBDDesktop\v12\SBDDesktop.exe
    • [Sage Accounts program directory]\sg50svc.exe
    • [Sage Accounts program directory]\sg50CtrlSvc.exe
  5. Click Exclude Program.

If the issue persists, temporarily disable the Active Threat Control in Active Settings. If this resolves your issue, contact your IT support for further help.

To prevent the problem from reoccurring in Security Defender

  1. Open Security Defender.
  2. Add the following files to the list of exclusions:
    v26 32 bit
    • [Sage Accounts program directory]\SBDDesktop.exe

      You can check the program directory in Sage Accounts in Help, About.
    • C:\Program Files\Sage\AccountsServiceV26\sg50svc_v26.exe
    • C:\Program Files\Sage\AccountsServiceV26\sg50CtrlSvc_v26.exe
    64 bit
    • [Sage Accounts program directory]\SBDDesktop.exe

      You can check the program directory in Sage Accounts in Help, About.
    • C:\Program Files (x86)\Sage\AccountsServiceV26\sg50svc_v26.exe
    • C:\Program Files (x86)\Sage\AccountsServiceV26\sg50CtrlSvc_v26.exe
    v25 32 bit
    • [Sage Accounts program directory]\SBDDesktop.exe

      You can check the program directory in Sage Accounts in Help, About.
    • C:\Program Files\Sage\AccountsServiceV25\sg50svc_v25.exe
    • C:\Program Files\Sage\AccountsServiceV25\sg50CtrlSvc_v25.exe
    64 bit
    • [Sage Accounts program directory]\SBDDesktop.exe

      You can check the program directory in Sage Accounts in Help, About.
    • C:\Program Files (x86)\Sage\AccountsServiceV25\sg50svc_v25.exe
    • C:\Program Files (x86)\Sage\AccountsServiceV25\sg50CtrlSvc_v25.exe
    v24 32 bit
    • C:\Program Files\Common Files\Sage SBD\SBDDesktop\v14\SBDDesktop.exe
    • C:\Program Files\Sage\AccountsServiceV24\sg50svc_v24.exe
    • C:\Program Files\Sage\AccountsServiceV24\sg50CtrlSvc_v24.exe
    64 bit
    • C:\Program Files (x86)\Common Files\Sage SBD\SBDDesktop\v14\SBDDesktop.exe
    • C:\Program Files (x86)\Sage\AccountsServiceV24\sg50svc_v24.exe
    • C:\Program Files (x86)\Sage\AccountsServiceV24\sg50CtrlSvc_v24.exe
    v23 32 bit
    • C:\Program Files\Common Files\Sage SBD\SBDDesktop\v14\SBDDesktop.exe
    • C:\Program Files\Sage\AccountsServiceV23\sg50svc_v23.exe
    • C:\Program Files\Sage\AccountsServiceV23\sg50CtrlSvc_v23.exe
    64 bit
    • C:\Program Files (x86)\Common Files\Sage SBD\SBDDesktop\v14\SBDDesktop.exe
    • C:\Program Files (x86)\Sage\AccountsServiceV23\sg50svc_v23.exe
    • C:\Program Files (x86)\Sage\AccountsServiceV23\sg50CtrlSvc_v23.exe
    v22 32 bit
    • C:\Program Files\Common Files\Sage SBD\SBDDesktop\v12\SBDDesktop.exe
    • C:\Program Files\Sage\AccountsServiceV22\sg50svc_v22.exe
    • C:\Program Files\Sage\AccountsServiceV22\sg50CtrlSvc_v22.exe
    64 bit
    • C:\Program Files (x86)\Common Files\Sage SBD\SBDDesktop\v12\SBDDesktop.exe
    • C:\Program Files (x86)\Sage\AccountsServiceV22\sg50svc_v22.exe
    • C:\Program Files (x86)\Sage\AccountsServiceV22\sg50CtrlSvc_v22.exe
    v21 32 bit
    • C:\Program Files\Common Files\Sage SBD\SBDDesktop\v12\SBDDesktop.exe
    • [Sage Accounts program directory]\sg50svc.exe
    • [Sage Accounts program directory]\sg50CtrlSvc.exe
    64 bit
    • C:\Program Files (x86)\Common Files\Sage SBD\SBDDesktop\v12\SBDDesktop.exe
    • [Sage Accounts program directory]\sg50svc.exe
    • [Sage Accounts program directory]\sg50CtrlSvc.exe

If the problem persists, you may have a problem with your software installation. To resolve this you should completely uninstall and reinstall Sage Accounts.