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 article. 

New Outlook

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

To identify if you’re 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.

Follow the issues when trying to send emails article to resolve this.

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 isn't designed for emailing. You can either use a standard layout that's designed for you to email, or add email settings to your document.

No emails generated

Sometimes, your software says 'The report has successfully output to email', but they appear to be missing in Outlook. 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. For help with resolving this, follow the customise reports and layouts article.

Email sent to a different folder

If you can't find your emails in your Drafts folder, check your Inbox and Sent Items folders. When you add email settings to a document, provider MAPI sends documents to your Inbox, whereas with Microsoft Outlook they go to your Drafts folder.

The email settings are wrong

If your email settings are wrong, use our add email settings to a document article 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