New Products not Importing from Sage 50

The most common reasons newly created products in Sage 50 are not automatically pulled across to Tradebox are:

1. The automated product import feature is not turned on
2. The product record has been created in Sage using the 'Duplicate' function
3. TBSERVICE or TBUSER are already logged into Sage 50.
4. Tradebox is not currently connected to a Sage 50 Company
5. The Tradebox Service is not running

Products can be manually imported from Sage 50 to Tradebox following the steps in this article; https://help.tradebox.co.uk/hc/en-gb/articles/360022584191-Importing-Product-Records-from-Sage-50.

Check for New Products in Accounts

Tradebox can automatically check for new products created in Sage if it is configured to do so. This setting is called Check for New Products in Accounts and can be found in Configuration > Stock Control.

If this feature hasn't been turned on you can manually import products from Sage into Tradebox using the steps in this article; https://help.tradebox.co.uk/hc/en-gb/articles/360022584191-Importing-Product-Records-from-Sage-50.

Sage Product Record created using Duplicate Feature

If you have the "Check for New Products in Accounts" feature turned on in Tradebox (Configuration > Stock Control), Tradebox automatically checks Sage to see if the Product Index number has changed since the last time it checked. This is a hidden incremental number in Sage. When a new product is created in Sage, the incremental number increases. Tradebox makes this check on every loop of the service. If you use the "Duplicate" feature in Sage 50 to create a new product, the Product Index number is duplicated. It does not increase. This bypasses the check Tradebox makes so the product does not automatically get imported.

You can manually import products from Sage into Tradebox using the steps in this article; https://help.tradebox.co.uk/hc/en-gb/articles/360022584191-Importing-Product-Records-from-Sage-50.

TBSERVICE/TBUSER already logged into Sage

The Tradebox Service runs in a constant loop carrying out tasks in sequence, such as:

• Checking orders in Query
• Checking for new products in Sage 50
• Downloading new orders from integrated channels
• Posting Orders to Sage
• Uploading stock levels. 

At the end of the loop the service reboots and then restarts the sequence again.

As part of the service loop, Tradebox will connect to Sage and login either the login name TBSERVICE or TBUSER. Sometimes either of these users will still be logged in and you will see an entry in the Issues Log which says:

Tradebox was unable to connect to the Sage dataset at this time for the following reason: Cannot connect to Sage Accounts as the supplied logon name (tbuser or tbservice) is in use.

If you're still getting the message, click here for steps to resolve the problem.

If you have been locked out of Sage because the supplied logon name was already in use, you can manually import products from Sage into Tradebox using the steps in this article; https://help.tradebox.co.uk/hc/en-gb/articles/360022584191-Importing-Product-Records-from-Sage-50.

Accounts Link

To connect to Sage 50 an accounts link needs to be set up. If you've upgraded Tradebox or Upgraded the  Sage 50 program or the Sage 50 data, please check that the accounts link has not become disconnected. To check Tradebox can communicate with Sage:

• Go to Channels List and double click the sales channel to open it
• Click on the Sage 50 tab
  • If Tradebox can communicate with Sage and the accounts link has been configured already, it will drop you at the POSTINGS tab. Close the channel and repeat for any other affected sales channels.
  • If Tradebox drops you at the CONNECTION tab, there may be a problem communicating with Sage 50, or the accounts link may not have been set up for this channel. Choose the relevant Company and click Connect to Sage. See the Sage accounts link setup guide for more detail.
  • If you have upgraded Sage 50, check that you are using the latest version of Tradebox to ensure compatibility with Sage 50.

The Tradebox Data Service is not running

If the Tradebox Service is not running, Tradebox will not be able to connect to Sage 50. Click on Logs in the top right hand corner and check the timestamp of the last line in the log. If you have had no new log lines within the last 20 minutes or the log appears completely blank, the Tradebox data service is likely to have stalled, which will prevent any automated tasks such as order download or stock upload from taking place. For steps on restarting the service, click here. If the problem persists, please click here for further information.