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Issues when trying to send emails

Created on  | Last modified on 

Summary

Troubleshooting for errors including 'error with the address, unknown error' in Sage 50 Accounts, Sage 50 Payroll or Sage 200.

Description

If you use Microsoft Outlook when you try to email documents, one of the following messages could appear:

  • '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.'

If you'd like to find our more about Microsoft Office and Sage Software compatibility, 

Resolution

Microsoft and Google authentication changes

If you use SMTP and Microsoft or Google are your email providers, you need to change your email settings.

For more information, see our Changes to SMTP email authentication affecting Sage software guide. 

Unknown error after enabling 2-factor authentication

If you enable 2-factor authentication with your webmail provider, you may see an 'unknown error' when you email documents from your Sage software.

For help with resolving this, visit our unknown error when emailing documents using webmail with 2-step authentication guide.

Do you use Microsoft Exchange Online?

Using Microsoft Exchange Online as your mail provider in Sage 50, follow our 'Unable to send all emails. Error with the address xxx: Unknown Error.' when integrating with Microsoft Exchange guide.

Using Microsoft Exchange Online as your mail provider in Sage 200, follow our Unable to send all emails. Unknown Error. Please check Windows Event log for more details guide.

Common email errors

We've highlighted the most common email errors below. To find out how to resolve click the error message: 

Do you have a different error?

Let's resolve your email issue. Follow through the sections below:

Restart your computer.

Ensure you run both your Sage software and Outlook as admin. To do this, close both then right-click each desktop icon and click Run as administrator.

Check you're using a compatible version of Microsoft Office.

Check you've installed all required updates for Sage 50 Accounts or Sage 50 Payroll.

If you're not using Microsoft Outlook, check your SMTP settings and webmail password are correct. Check you can log into your email service provider's webmail account.

If you use SMTP to send emails from your software and your provider ends support for basic authentication, you need to change your settings. To continue emailing documents from your software, use Microsoft Outlook.

For more information, see our Changes to SMTP email authentication affecting Sage software guide. 

When having issues with a customised layout, try a standard layout. If a standard layout emails successfully, try editing the standard layout and recreate your changes.

In your software, click Help, then click About. Under System Details in the column on the right, scroll down and check the status of Microsoft Office. If this shows n/a, first try an Office Online Repair. If this doesn't resolve the issue, uninstall Office then your Sage software. Reinstall in the same order to establish a connection between the software.

Does the issue occur in Sage 50 Accounts or Sage 50 Payroll?

Sage 50 AccountsSage 50 Payroll

Using Sage 200?


Still having an issue?

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