Sage 100

Sage v2016 STD - Trying to install PU 3 at client already on PU 2. Getting the message below so I requested new keys. Getting extreme push back from Sales advisors meaning they won't generate the keys. Here is what I have done so far. I am on the Sage 100 server. I am logged on as the administrator. PU2 is installed. I am trying to install PU 3. I download PU 3 directly from the partner portal. I launch the PU install and the screen shot below pops up. So I go back to the partner portal and download the latest keys. The warning message about PR appears. I stop what I am doing and send in a request for new keys that include the PR codes. This is what I get back. **I am sorry we are not allowed to regenerate keys without going through these steps (from an earlier email - This customer is on the 100 c platform. I am not sure if that make a difference, also the keys are showing valid on our end. You may want to reach out to technical support. They will be able to assist more.) . I just spoke with my manager to verify we check the keys on our side through our validation tool. The keys shows valid. I am sorry for the inconvenience. Please reach out to the technical support tam to ensure if not a software glitch.** REALLY??? The only thing that I can think of is that we were connected to the server via an RDP connection, but we were the Administrator. Any one have some thoughts before I go ballistic? TIA

Check for a new set of serial numbers on Sage. PU3 is the first one that will automatically check.

I had that happen earlier this week on a v2015 Product Update PU5. My client owned Payroll, but had not used it in many years. So I was able to proceed without making any changes in the license keys.

Are you installing from the server? if the original installation with PU2 was installed from the server I didn't think it would ask you to type in unlocking keys. but if they have PR I would not proceed until you have the unlocking keys that include payroll. Did the client recently switch from perpetual to Sage100c? in think EVERY payrll client of our that switched from perpetual to ""C"" was issued new unlocking keys that don't include PR. We have had to contact Sage on every one and get valid keys.

Sorry all - Edited my comment above. @BethBowers After the registration screen popped up, I did go to the portal for the keys which popped up the second warning about PR not being activated. @MadelineStefanou - I can't risk deactivating PR because a PR issue is what prompted me to install the PU3 in the first place. @DavidOverholt - I asked the IT guy twice if they had moved Sage to another server. He denied any server changes (I believe him). Yes, they renewed last November to the 100c level but at the time, I did not install the new keys (wasn't in the mood for headaches at the time). If I get back this PM, I will contact client IT staff for another go at it. But WTH is so hard about regenerating new keys. They have stooped to another low level.

Not sure if this helps but when I go to the portal for unlocking keys that have he payroll subscription connected with them it notes payroll and the number of users so I know i'm getting unlocking keys with payroll subscription.

I agree generating new keys should not be that difficult. this is NOT meant as any excuse for Sage, but the problem is that Payroll is now a separate division and getting keys that work with both apparently takes some communication between the 2 divisions. If you can get ahold of Ron Aspe directly you might be glad you did. He helped me on one of my more urgent cases where Sage100c kept pulling unlocking keys down from the internet DAILY and without any human interaction to update the keys in that case the client was locked out of payroll every day and had to manually put old unlocking keys in. He seems to understand how to get through the bureaucracy.

Thanks all. Will continue the pursuit for justice and the AMERICAN way. Now off to a CPA client that only spent two weeks trying to get someone from Sage to return a call about the accountant's network program. Hopefully, he has the keys!

With stories like these, can't you just feel the love and respect Sage has for the partner program?

@RonGouveia - The portal shows that they have a 200 employee subscription.

Settles that!

Yes, but an excellent tip!!

Update from Sage: Another issue related to the PR keys. There was actually 2 issues on this customer's keys. The first issue was involving the 200 tier count. This tier level was the only tier found with an issue and is being fixed in the next product updates, 2016.4 and 2017.1 at the end of this month. This is why you received the message when installing the 2016.3. If you had hit the OK button and continued, then entered the ""active"" Sage 100c ADV keys into the Sage 100c STD product in System Configuration you should have been fine. Then when you enter the ADV platform keys in Sage 100c ADV 2017 you will also have access to the 2017 ADV product for testing the upgrade. That works for this customer! IF the customer adds a module or has any other changes to the ADV keys this may cause issues in the STD version. We tested the ADV keys on the STD platform they worked fine. Let me know how this works out on this customer.