Troubleshooting
What this covers​
Find what you see in the left-hand column, then follow the fix. Most problems are fixed in Sage, some in the GoRoute portal, and a few in the agent window. Each row says which.
Before you start​
Open Start â–¸ GoRoute â–¸ Agent Status and read the sentence at the top of Home. It usually names the problem.
Sales invoices​
| You see | Why | Fix |
|---|---|---|
| Invoices posted today, and nothing in the agent window | They were typed in at Customers â–¸ Batch invoice, they were not posted, or their company is not connected | Raise invoices under Invoices and credits and click Update Ledgers. Check the company is listed on the Settings tab. Then click Check Sage now |
| Nothing a few minutes after posting | The next check is not due yet | Home shows when it is due. Click Check Sage now |
| Customer order number missing on Parked | Customer Order No. was empty. Every e-invoice must carry the buyer's reference | Raise the invoice again with Customer Order No. filled in |
| Tax code not confirmed | The tax code has no confirmed meaning | Tax codes tab â–¸ Confirm the proposed table |
| Customer not in Sage's sales ledger | The invoice uses an account that does not exist | Create the customer in Sage, or put the invoice on the right account |
| Rejected by GoRoute's checks | The invoice breaks an official rule. The message names the field | Correct the invoice or the customer in Sage, then Fixed — check now |
| A zero-rated EU invoice parked for its delivery country | The customer has no delivery address with a country | Add one under Delivery Addresses and raise the invoice again with it |
| Older invoices not sent (first check) | The agent never sends old invoices by itself | Agree with GoRoute which invoice number to start from |
| Already sent earlier | The same invoice number reached GoRoute before | Check the earlier one in the portal. If the invoice changed after it was sent, raise a credit note |
| Delivery failed at GoRoute | GoRoute has the invoice and could not deliver it | Nothing to change in Sage. Ask GoRoute to retry the delivery |
| Sent, but the customer has not received it | It went by e-mail to a wrong address, or is waiting for a click | Read the Detail column on Queue. Correct the e-mail address in Sage, or click Send the e-mail now |
| rejected by receiver in the portal | The customer's system refused the invoice after delivery | Read the receiver's reason on the transaction. Correct it in Sage and raise the invoice again |
Parked invoices​
Every parked invoice is grouped under what to fix. Select it on the Parked tab for the full reason, fix the record, then click Fixed — check now. A parked invoice never holds up others.
Supplier invoices​
| You see | Why | Fix |
|---|---|---|
| A supplier invoice under Needs supplier | The supplier is not in Sage, or has no VAT number there | Suppliers â–¸ New, with the VAT number on the Details tab. The agent matches it at the next check |
| An invoice waits with a sentence about its currency | The supplier's Sage record is in another currency, or Sage holds no rate | Set the supplier's currency, and the rate in Settings â–¸ Currencies |
| Browse does not show the import folder | The folder is not where the dialog opened | Copy the path on the Inbox tab, paste it into File name, click Open |
| Field Mappings is blank, and Next says a required field is not mapped | The tick box was set before the file was chosen | Click Back, untick and tick First row contains headings |
| DEPARTM.DTA is in use, or another .DTA file | An agent check is reading Sage | Wait half a minute. Sage carries on by itself |
| The same invoices posted twice | The file was imported twice | Delete the duplicate transactions in Sage. The portal names their transaction numbers |
| An e-mailed invoice never appears | The attachment is not an e-invoice, or the same file arrived before | Send the XRechnung or ZUGFeRD file. A repeat is recorded once |
The agent itself​
The agent cannot read Sage​
The header says Cannot read Sage and the tray icon is red.
| Why | Fix |
|---|---|
| Sage refused the sign-in for the user GOROUTE | Settings ▸ Change Sage sign-in…, type the user and password, Test and save. Nothing is saved until Sage accepts it |
The GOROUTE user was deleted or renamed | Create it again in Sage under Settings ▸ User Management ▸ Users, read-only, then Change Sage sign-in… |
| The driver could not open the company folder | The folder moved, was renamed or cannot be reached from this PC. Check the Data Directory at Help â–¸ About â–¸ Program Details in Sage, and ask GoRoute to correct the path in the agent's settings |
| The Sage ODBC driver is missing | Run the Sage setup again and include ODBC |
| The driver is 32-bit | Ask GoRoute for the 32-bit agent |
Other​
| You see | Why | Fix |
|---|---|---|
| Not running in the header | The agent was stopped, or Windows started without it | Start â–¸ GoRoute â–¸ GoRoute Sage 50 Agent |
| Went offline in the portal | The PC is off or asleep, nobody is signed in, or it has no internet | Wake the PC and sign in. It is back within a minute |
| Windows is set to a different date order | The short date is month first | Set it to day first, then restart Sage |
| This Sage company's data is missing columns the agent reads | Sage's data differs from what the agent reads | Send diagnostics, then contact GoRoute. Nothing in Sage fixes it |
| Everything stopped after a new PC or a new Windows profile | The agent's key works only for the Windows user it was installed for | Create a New enrolment code in the portal and install again for that user |
| GoRoute refused the API key this agent has | The connection was removed or the key rotated while the agent was off | Create a New enrolment code and run the installer again |
Task Manager shows two or four goroute-sage50-agent.exe | Normal. The agent and its window each run as two processes | Nothing |
| The supplier ID on a new invoice is out of date | You changed your company settings in the portal a moment ago | Settings â–¸ Refresh company profile. The agent also re-reads it every ten minutes |
What to send GoRoute support​
- Click Send diagnostics at the foot of the agent window. Note the reference it shows.
- E-mail admin@goroute.ai with the reference and the invoice number the problem is about.
The diagnostics carry the log and the agent's settings, never its key or a password.
Written for agent 0.2.x and the GoRoute portal release of 31 October 2026.