Sage Pastel KB

Modern troubleshooting reference

8 items

Sage Pastel Troubleshooting Knowledge Base

Generated: 2026-02-23
Environment: Multi-user Pastel setup with server-hosted data and workstation access via mapped network drives
Core Troubleshooting Principle

Always isolate the issue first — determine how many users are affected before making changes.

Issues & Fixes

Tip: Use the search bar to filter instantly.
01

RDP Stuck on “Please Wait” — DIA Admin VM

Often caused by a stale/disconnected RDP session after a network drop.

Symptoms

RDP hangs on “Please wait” when connecting to DIA Admin VM.

Likely cause

Stale/disconnected RDP session still active after network drop.

Resolution

  1. On main server → Open MicroKernel → Disconnect affected session.
  2. On VM → Restart Remote Desktop Service:
    • net stop termservice /y
    • net start termservice /y
  3. If unresolved → Restart VM.

Scope check

  • Single user: Stale session.
  • Multiple users: Investigate RDP service/server health.
02

Pastel Error 94 — Unable to Access the DAT File

Typically a ghost session (Anonymous SRD) locking the DAT file.

Symptoms

Error 94 when opening Pastel.

Likely cause

Ghost session (Anonymous SRD) locking DAT file.

Resolution

  1. Open MicroKernel on server.
  2. Disconnect ghost session.
  3. Restart workstation and reconnect.

Scope check

  • Single user: File lock.
  • Multiple users: Server/share issue.
03

Pervasive Error 116 — Workstation Cannot Connect

Check PSQL service and confirm workstation/server versions match (10.3).

Symptoms

Error 116 on login referencing Pervasive connection.

Likely cause

Pervasive service not running or version mismatch.

Diagnostics

  • Run services.msc → Check PSQL service.
  • Confirm version matches server (10.3).

Resolution

  1. Uninstall Pervasive.
  2. Install Pervasive Workgroup 10.3 as Application.
  3. Restart PC.

Scope check

  • Single workstation: Local Pervasive issue.
  • Multiple users: Server Pervasive service.
04

“Server Not Registered or Registration Expired” After Reinstall

Often due to old local registry/cache entries; use Reset Pastel.

Symptoms

Error during workstation reinstall.

Likely cause

Old local registry/cache entries.

Resolution

  1. Navigate to C:\Pastel
  2. Run Reset Pastel
  3. Select:
    • Reset Registration
    • Reset Network
    • Reset Last Login
  4. Re-run setup.

Important

Do NOT modify server registration.

Scope check

  • Single workstation: Local issue.
  • Multiple workstations: Check server license.
05

User Already Logged In

Previous session didn’t close properly; disconnect it in MicroKernel.

Symptoms

Login blocked with message user already logged in.

Likely cause

Previous session not closed properly.

Resolution

  1. Open MicroKernel.
  2. Match username to IP/Hamachi.
  3. Disconnect session (Delete User).

Note

This disconnects session only, not the user account.

Scope check

  • Single user: Stale session.
  • Multiple users: Check server health.
06

Shared Credentials — Second User Cannot Login

Same username used concurrently; enforce individual users.

Symptoms

One user can login, second cannot.

Likely cause

Same username used concurrently.

Resolution

  • Ensure first user logs out.
  • Disconnect hanging session if necessary.

Best practice

Assign individual usernames.

07

RDP Session Closes Automatically — Printer Redirection

Lexmark printer redirection instability; disable printer redirection.

Symptoms

RDP closes within ~5 minutes.

Likely cause

Lexmark printer redirection instability.

Resolution

  1. Edit RDP shortcut.
  2. Local Resources → Uncheck Printers.
  3. Reconnect.

Scope check

  • Single user: Local printer issue.
  • Multiple users: Server/RDP service
08

No Companies Showing on Pastel Launch

Company not activated on workstation; activate via Manage and browse mapped drive.

Symptoms

Pastel opens but no companies listed.

Likely cause

Company not activated on workstation.

Resolution

  1. Open Pastel → Manage.
  2. Activate company.
  3. Browse to mapped network drive.
  4. Select correct company folder until it shows green.
  5. Confirm.

Scope check

  • Single workstation: Activation issue.
  • Multiple users: Check network drive/server share.
Built from “Sage Pastel Troubleshooting Knowledge Base” (Generated 2026-02-23).