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Troubleshooting email errors and issues

Created on  | Last modified on 

Summary

How to resolve issues when emailing your documents from Sage 50 Accounts or Sage 50 Payroll.

Description

You may experience issues when trying to email your reports and layouts. Let's take a look at how to resolve these.

Resolution

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

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

 

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.

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Email export stops on step 5 of 6

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

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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 may appear 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.

To resolve the error, please use our Error: "Unable to send all emails","Generic COM Error" or "Failed to output..." when trying to send emails guide.


Email settings are missing

The following message may appear 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 enter 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, e.g. it's missing a logo or text, you can customise it. You can use our How do I customise my reports and layouts? guide to do this.


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, e.g. 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 have 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