FAQ's - All Software
FAQ's that applies to all software
Downloading and installing a new version only installes old version again
The issue is downloading a newer version of our software results in installing the version you already have and not the newer version as expected, this can be down to your web browser re-using a previous downloaded file.
We have seen examples where the browser detects the same file from a previous download and uses that instead of downloading a fresh copy. We are not sure why this is happening and the only workaround we have found is to search through your download’s directory for older instances of the file and delete them. After doing so the browser will be forced to download the newer copy when you download it again.
Another possible cause is some browsers don’t overwrite the existing file but will append a number onto the end of the file, for example orderimporter.exe could become orderimporter (1).exe, it could be a case that after downloading your inadvertently running the orderimporter.exe rather than the newer orderimporter (1).exe
How do I renew my Subscription?
To renew a subscription login to your Account and go to Subscriptions, where you will be able to renew for a single year or set up automatic recurring payments.
My Serial Number is not showing in my Account to Renew?
If your Serial Number is not showing in your Account under Subscriptions, chances are that you used another account to purchase. Please use our Serial Number Checker to identify the Account the Subscription is registered to.
ODBC Data Source Name not found and no default driver specified
Typically, this error means you don't have the Sage ODBC driver matching your version of Sage installed on the same computer as our software, you can find the drivers on the Sage website or simply install a copy of Sage on the same computer you have importer installed on.
Sage ODBC drivers can be downloaded from: here
How do I enter a new licence key?
- Hold the left SHIFT + CTRL keys down while opening the software.
- Select YES to “ Are you sure you want to reset application licence data and re-register the application?”
- Select the option “I have a serial number”.
- Enter your serial number and click Finish.
How do I move my software to a new machine?
- On the current machine go to File > Backup and save a backup of settings.
- On the new machine install a trial copy of the software.
- On the new machine go to File > Restore and import saved backup from the old machine.
- Once you have the software up and running on the new machine go to the old machine Help > Deactivate Licence or or from Account > Subscriptions on our website.
- On the new machine go to Help > About and activate the software with your Serial Number.
How do I deactivate my software?
- If your software is currently active you can go to the Help and click Deactivate Licence.
- If you cant access your computer to manually Deactivate Licence (as above) to use on another computer you can log in to your account and go to Account > Subscriptions and deactivate the licence for your subscription.
Software keeps prompting to renew when subscription is still active.
This issue can be caused by file permissions that stop the software from reading the licencing file. The solution is to edit the permission of key directories to grant the necessary privileges.
Grant the “Everyone” user group “full control” of the following directories, when defining the permissions it’s important to tick the box that copies the permissions of the directory down to subdirectories and files for the permission to be effective.
The following path(s) need to have the permissions defined:
C:\ProgramData\webxel (all software)
C:\Users\<USER>\AppData\Local\WebXeL (Exporter Only, where <USER> should be substituted for user directory name associated with windows user account used when you defined your job in Exporter.)
Object variable or With block variable not set when connecting to Sage
When the software attempts to make a connection to sage and you receive this error the most likely reason is you don’t have the Sage Data Objects (SDO) matching your version of Sage installed.
You can download the correct version of SDO for your version of sage here, to identify which version is required open Sage and look at the "Main Menu > Help > About" section and take note of the version number. In the downloads locate and download the version of SDO to match your version of sage.
Another possible cause for this error would be mismatched bitness between Sage, SDO or our software, for example using the 64bit versions of our software/SDO with a 32bit version of Sage. Its important to match our software and SDO with the bitness of Sage, if your using 32bit Sage you must use 32bit versions of our software and SDO. Sage versions prior to version 30 are all 32bit, from version 30 onwards there are 32bit and 64bit versions.
Receiving "Bad Data" error when opening the software
If you receive the error “Bad Data” when opening the software this is usually an indication the local license file has been corrupted, this could be cause by backup/security software changing the flags on the file, any external changes to the license file or its properties can potentially cause the software to interpreted the changes as tampering.
The way to fix this error is to delete the licence file and re-register the software using your serial number, if the issue persists it might be necessary to exclude the file from virus scans or backup inclusion is the relevant applications to stop the file being altered.
The location of the licence file varies depending on which webxel software you’re having an issue with the locations for each are listed below.
- Order Importer
C:\ProgramData\webxel\SOI\SOI.wlf - Exporter
C:\ProgramData\webxel\SE\SE.wlf - Product Importer
C:\ProgramData\webxel\SPI\SPI.wlf
Deleting the appropriate licence file will cause the software to prompt for a serial number next time its opened, Upon re-registering with the serial number a new licence file will be created.
Defining a scheduled task to automate the software
Defining a scheduled task can be achieved using the Windows Task Scheduler to run the software using command line arguments. Previous versions of our software did have some built in scheduling features but due to reliability issue with a third-party component not being updated we have removed this option in favour of using the built-in scheduler for Windows.
We won’t get into how to use Windows Task Scheduler here as that’s documented in windows own help system and varies between versions of Windows, what will be outlined here is the command line switches/arguments you will need to know to control the software from a scheduled task.
Command line switches/arguments for each of our software packages are listed below
Order Importer
- /All = Run all defined jobs
- /2 = Run the job that has a JobID of 2
- /0 /3 = Run the jobs that have a JobID of 0 or 3
For example running job with a JobID = 5 would look somthing like:
C:\<path to file>\orderimporter.exe /5
Exporter
- /S:All = Run all defined jobs
- /S:2 = Run the job that has a JobID of 2
- /S:0,3 = Run the jobs that have a JobID of 0 or 3
For example running job with a JobID = 1 would look somthing like:
C:\<path to file>\exporter.exe /S:5
Product Importer
Product Importer has no support for running as a scheduled task
Scheduled Task not working?
Often when running our software from a Windows scheduled task there are issues with file permissions that stop the software from working. The solution is to edit the permission of key directories to grant the necessary privileges.
Grant the “Everyone” user group “full control” of the following directories, when defining the permissions it’s important to tick the box that copies the permissions of the directory down to subdirectories and files for the permission to be effective.
The following path(s) need to have the permissions defined:
C:\ProgramData\webxel (all software)
C:\Users\<USER>\AppData\Local\WebXeL (Exporter Only, where <USER> should be substituted for user directory name associated with windows user account used when you defined your job in Exporter.)
Also, ensure your Scheduled Task runs under the same Windows user account your Job has been defined under.
Alternatively you can download and run our permissions fixer tool which will set the appropriate permissions for you automatically.
Permissions Fixer
Message saying Username already in use?
If you are logged into Sage and our software uses the same credentials you will get this message.
You need to logout of Sage so that our software can connect or as recommended set up a dedicated user for our software in Sage.
Error: 'Unable to connect to Sage Data Service on machine' or 'Data service unavailable on this machine'
Please see Sage Knowledge Base article on their site covering this issue at https://gb-kb.sage.com/portal/app/portlets/results/viewsolution.jsp?solutionid=200427112308515&hypermediatext=null
Which versions of Sage Accounts is the software compatible with?
Sage Order Importer, Sage Exporter & Sage Product Importer is compatible with:
- Sage Instant Accounts Versions 15 onwards
- Sage Line 50 Versions 10 onwards
- Sage 50 Accounts Versions 2008
- Sage 50 C & Sage 50 Cloud (Excluding Sage 50 USA & Canada).
What are the system requirements?
Required software:
- Windows-based PC running Microsoft Windows.
Will the software work on my network?
Yes, the software is compatible with network based installations of Sage. The application can even be installed on a computer that does not have Sage installed.