Troubleshooting email errors and issues

We've gathered the most common issues our customers have experienced.  

Click the issue you're experiencing to find the best solution.

Google and Microsoft changes

These providers retired basic authentication in September 2024. If you send emails via SMTP from your Sage software with either of these providers, you need to update your settings. 

For more information, visit our changes to SMTP email authentication affecting Sage software guide. 

New Outlook

The New Outlook application isn't currently supported. To use your software's email functionality, you need to turn this off and revert to the original setting, 

To identify if you are using New Outlook, check the top right of Outlook.

Email export stops on step 5 of 6

When you try to email a document, the export stops on step 5:

To resolve this:

1. Close Sage 50 software and Outlook.
2. Right-click the icon for each of these, and click Run as administrator.
3. Once both programs are open again, you can send your emails as normal.

Error message appears

One of the following messages appears when you try to email:

• 'Unable to send all emails'
• 'ExtendedErrorCode.COMError: "Generic COM Error'
• 'Failed to output to email'
• 'Error with the address Unknown Error. Please check Windows Event Log for more details'

These errors indicate an issue with your email setup, installation or layout.

Use our guide to resolve these issues when trying to send emails.

Email settings are missing

The following message appears when you try to email:

'The email settings for this report are not fully configured. Do you want to send the entire report as an attachment?'

This means the layout you're using hasn't been set up for email. You can either use a standard layout that has been set up for email, or add email settings to your document.

No emails generated

Your software may show the message 'The report has successfully output to email'. If you can't see the email in Microsoft Outlook, check the Inbox, Drafts and Sent Items folders.

If you email documents using webmail, Sage sends the email to your recipient using your email provider's SMTP settings. It doesn't communicate with your mailbox and doesn't appear in the folders.

Document format is wrong

If the format of the document is wrong when you preview it, for example, it's missing a logo or text, you can customise it. Use our guide on how do I customise my reports and layouts?.

Email sent to a different folder

If your software confirms the sending of the email, but you can't find it in your Drafts folder, check your Inbox and Sent Items folders. When you add email settings to a document, provider MAPI will send documents to your Inbox, whereas Microsoft Outlook will send them to your Drafts folder.

The email settings are wrong

If your email settings are wrong, for example, the subject contains a spelling mistake, you can use our add email settings to a document guide to amend the email settings.

The recipient hasn't received their document

If the recipient doesn't receive the email, check the following:

• Using Outlook, you've sent the email from your Inbox or Drafts folder
• Other recipients have received their email
• Your recipient has checked their spam and junk folders
• You have the correct email address for them in your software