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How do I resolve the 'ineligible upgrade' notice that I receive after installing Sage Timberline Office 9.7 or higher?


Beginning with the 9.7 version of Sage Timberline Office, a limited version of Office Connector is installed automatically as part of your installation of Sage Timberline Office.  Click here for more details about the Office Connector Starter edition.  Because the Starter edition utilizes the same Office Connector components that are used in the licensed versions, this may be considered an upgrade if the version of Office Connector already installed on your computer was lower than the version distributed with Sage Timberline Office.

New versions can only be utilized by companies who have a current subscription to Essential Success Membership (ESM), which provides access to software updates.  The licensing system built into Office Connector tracks the date through which ESM is in effect and the last version you were eligible to upgrade to.  When ESM is expired and a newer version is detected, the software will report this as an ineligible upgrade and cease to function.

This article identifies your options for resolving the ineligible upgrade notice caused when upgrading as a result of the Office Connector Starter installation via a Sage Timberline Office install.

Option 1 - Renew Essential Success Membership

Renewing your Essential Success Membership is the easiest way to resolve the issue.  This option restores your use of your purchased Office Connector licenses, gives you access to the special reports packaged with Office Connector Starter, and enables you to be on the latest version of the software.  To purchase ESM, click here to access the online order page, click Office Connector for Sage Timberline Office, and scroll down to Annual Essential Success Membership.

Option 2 - Downgrade to Last Eligible Version

If renewing your ESM plan is not an option for you then downgrading to the last version of Office Connector you installed while ESM was current would restore use of your license.  Keep in mind that this option would not give you access to the special reports included with Office Connector Starter and you would not have access to new features introduced in newer versions.

Click here for steps to downgrade your software.

Option 3 - Use Only Office Connector Starter

If your Excel-based reporting needs can be satisfied using the reports that are packaged with Office Connector Starter, then you may not need to restore your use of your Office Connector license.

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If none of these options appear to be a good fit for your needs or you need help with any of them, please do not hesitate to contact our services staff for assistance.