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Troubleshoot Emailing - Understanding Event Log Errors when using Microsoft Outlook

Created on  | Last modified on 

Summary

How to troubleshoot different errors in the Event Log window when emailing from Sage 50 Accounts or Sage 50 Payroll.

Resolution

If you're using Sage 50 Accounts v28 or above with Microsoft Outlook 2016 or above follow the steps on the Unable to send all emails guide first.

NOTE: For more information on which versions of Sage software and Microsoft Office are compatible, use our compatibility checker guide.

 

Check versions of Sage 50 Accounts or Sage 50 Payroll and Microsoft Outlook 

  1. In Sage 50 click Help then About.
  2. In the Program Details section, check the version number.
  3. Open Microsoft Outlook and click Settings then click General then About Outlook.

 NOTE: If you're using classic Outlook, you can find this by clicking Settings then About Outlook. 

 


Check error message in Windows Event Log

If you receive the error 'Unable to send all emails. Error with the address. Unknown Error. Please check Windows event Log for more details.' follow the steps below:

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  1. In the Windows Search type Event Viewer, then maximise the window of the app.

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  1. On the menu, click Windows Logs then Application.

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  1. Errors are displayed in the Application section of the window, locate any under the heading of Source with the name of Sage Report Designer.

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  1. Select an error to view the details in the General tab of the lower pane.

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 NOTE: If the error refers to 'MAPI' you should check your email settings are correct. Set up your documents for email > 

There are different errors that can appear :

Outlook installation>

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In this error, Sage 50 Accounts or Sage 50 Payroll is sending an email via Outlook which isn't registered correctly.
To resolve this issue, you'll need to run a repair installation of Microsoft Office. 
If the issue persists, you'll need to uninstall then reinstall Microsoft Office.  Please contact your IT support for any assistance with this.
If an uninstall and reinstall hasn't resolved the issue, please refer to your local IT support, as this can indicate an issue with the Microsoft Office entries in the Microsoft registry.
 NOTE: Sage 50 Accounts or Sage 50 Payroll dosen't need to be uninstalled and reinstalled.
SMTP authentication required>

In this error, Sage 50 is sending an email via webmail set up within Sage which isn't configured correctly.

To resolve this issue, you'll need to ensure the correct SMTP server settings and password have been set up within Sage. It may be necessary to use the app password for certain email providers, like Gmail, as they require 2-factor authentication (2FA).