Symptom

The user is receiving the error message 'The underlying connection was closed: A connection that was expected to be kept alive was closed by the server.'

Applies To

  • Sage 50 UK&I users

Cause

This error message can be caused by your server's internal data service timing out.

Resolution

You should first check if your Desktop Sync App is up to date. Please follow this link for the steps

.

Once your sync app has updated, please follow these steps:

  1. Open your PC's Task Manager, select 'More details' if it is showing the minimised view, and click on the 'Processes' tab.

  2. Click on 'OCRex.Desktop.AutoEntry.Client' & 'AutoEntry.Service'.

  3. Select 'End Task' on both.

  4. Open the Sync App again and ensure you are able to view your company list.

5. Resync the company data on the AutoEntry website.

Additional Information

If you are receiving a different error on your sync app or integration status, take a look at the Troubleshooting section for Sage 50 UK&I users on our Help Center here!

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