Dynamics GP Email Troubleshooting Guide

Welcome to the Microsoft Dynamics GP Email Troubleshooting Guide. This document is written for power users and will be best used by Partners and IT Departments with basic knowledge of Dynamics GP.

All email issues can be safely split up into three sets of issues; those unique to MAPI, those unique to Exchange, those that both methods have in common. That is exactly how this document is laid out, starting with MAPI, moving onto Exchange, and ending with the common errors. You can check System Preferences to see which of these sections to start with.

*If you are having Workflow Email issues, those are held in the last section*

START HERE: System Preferences can be found under GP -> Tools -> Setup -> System -> System Preferences.(keep in mind this setting is stored in the DYNAMICS database and is system wide, so changing this setting will affect all users)

ContentsMAPI Specific Errors....................................................................................................................3

Emails Stuck in Outbox within Outlook..................................................................................3Either there is no default mail client, or the current mail client cannot fulfill the message request. Please run Microsoft Outlook and set it as the default mail client.........................3A program is trying to send an e-mail message on your behalf.............................................3Dynamics GP Crashes after an Office Update........................................................................4

Exchange Specific Errors..............................................................................................................4Login Failed: check your login information and try again....................................................4

Generic Errors...............................................................................................................................5PDF Not Created........................................................................................................................5Unknown Error Occurred.........................................................................................................5No Error, but no emails are sent (0 Documents Sent)............................................................6Send Documents in email check box is grayed out when trying to send a Remittance.......7Email button is grayed out in Sales Order Processing...........................................................9You must activate e-mail functionality for this document before it can be sent in e-mail. .9The company does not allow the sending of (DOCX, HTML, PDF, XPS) files..................10A word template must be assigned before sending this document......................................10Dynamics GP shows Templates Processing, but they never complete or an error appears....................................................................................................................................................10This document type cannot be sent in e-mail for this customer/vendor.............................11A To, CC, or Bcc address could not be found.......................................................................11You must have the Microsoft Save as PDF or XPS add-in for 2007 Microsoft Office......12

Workflow......................................................................................................................................12My SMTP Test Failed..............................................................................................................13My SMTP Test Passed.............................................................................................................13

I am Still Having Issues with Emails..........................................................................................14Feedback.......................................................................................................................................14

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MAPI Specific ErrorsDynamics GP uses MAPI to open Outlook to send emails directly from the Outlook client. Emails Stuck in Outbox within Outlook

Note: Issue appears to be unique to Gmail email accounts. Issue: Emails are getting stuck in the Outbox in Outlook. When you use the Send/Receive button, or close/reopen Outlook, the email sends without delays.Cause: Add-in for Gmail Multi-factor authentication. This is a paid add-in that we believe causes the issue. Solution: Compare a clean Outlook add-in list to the client having the issue to make sure there are no extra add-ins.Recommend that they remove the add-in as it appears like it is no longer needed:https://support.office.com/en-us/article/add-a-gmail-account-to-outlook-70191667-9c52-4581-990e-e30318c2c081

Either there is no default mail client, or the current mail client cannot fulfill the message request. Please run Microsoft Outlook and set it as the default mail client.

Note: Recommend you review Outlook version first – MAPI only works with 32bit!Issue: Error appears when attempting to email using MAPI anywhere in GPCause: Either a Profile is not setup, or Outlook cannot reach it using MAPI. Solution: You can go through the following KB, focus on A and B as these are common causes. You will want to make sure that Outlook is also setup as the default application for Mail when you search for Default Apps in Windows 10.https://support.microsoft.com/en-us/help/4052892/e-mail-error-in-microsoft-dynamics-gp-either-there-is-no-default-mail

A program is trying to send an e-mail message on your behalfNote: Happens a lot with more secure environments and newer versions of OfficeIssue: Outlook does not trust GP by default Cause: Simply put, Outlook does not start with any GP specific trusts, so they need to be added. Solution: There are two solutions to get this message to stop appearing, we currently

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recommend the Outlook solution (first one in the list) as it has no side-effects. The GP solution does have side effects which are mentioned in the link provided1. Outlook solution (recommended) –

a. Use the following link to solve the issue by telling Outlook that GP is a trusted program:https://support.microsoft.com/en-us/help/3189806/a-program-is-trying-to-send-an-e-mail-message-on-your-behalf-warning-iNote: This may need to be redone anytime you upgrade GP/Office versions

2. GP Workaround (Has side-effect of the emailed document containing the file path that it was sent from) –

a. Use the following link to solve the issue by forcing Outlook to use a different version of MAPI, this has many side effects which are mentioned in the articlehttps://community.dynamics.com/gp/b/dynamicsgp/archive/2015/08/13/draft-a-program-is-trying-to-send-an-e-mail-message-on-your-behalf-when-trying-to-send-a-template-via-e-mailNote: This may need to be redone anytime you upgrade Office

Dynamics GP Crashes after an Office Update Note: Only happens past Microsoft Office version 1810, happens to all versions of GP. This ONLY effect emailing functionality. This includes any time where an email address would be entered within GP. Specific to MAPIIssue: Office no longer allows for Sideloading of VBACause: Simply put, GP attempt to use its own packaged version of VBA, and Office no longer allows this.Solution: The solution is to remove VBA, stay on a version of Office prior to 1810, or to simply use Exchange rather than MAPI functionality. More information regarding the cause of this issue, and Microsoft’s stance on the solutions can be found in the following two posts:https://community.dynamics.com/gp/b/dynamicsgp/posts/dynamics-gp-crashes-closes-when-emailing-after-office-updatehttps://community.dynamics.com/gp/b/dynamicsgp/posts/dynamics-gp-and-vba-future-considerations

Exchange Specific ErrorsDynamics GP uses Exchange Autodiscover to find the Exchange EWS endpoint, then uses this endpoint to login to, and send emails through, Exchange. Login Failed: check your login information and try again

Note: Error appears when attempting to login to the Exchange Log On screenIssue: Something is keeping GP from being able to successfully connect to the Exchange Server. Cause: There are a multitude of possible causes for this issue. The most common issues are an Autodiscover issue, an issue with MFA (Multifactor Authentication), or Basic

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Authentication being disabled. Solution: The following path is the best route for generic login issues:

1. Confirm MFA is disabledIf it is enabled, attempt to use an App Password instead of the account’s normal passwordMore information on App Passwords can be found here:https://support.microsoft.com/en-us/help/12409/microsoft-account-app-passwords-and-two-step-verification

2. Confirm that Basic Authentication is enabled. Most Exchange Administrators can answer this for you, although the following link outlines other routes to confirm the status of Basic Authentication:https://community.dynamics.com/gp/b/dynamicsgp/posts/exchange-online-o365-emailing-inside-dynamics-gp

3. Confirm that Autodiscover is working.You can do this removing the user from the SY04920 table (Dynamics database) and attempting to login again. If this table does not repopulate, then there are Autodiscover issues in the system (or the user doesn’t work). The following link outlines how this all works, along with other tests:https://community.dynamics.com/gp/b/dynamicsgp/posts/exchange-emailing-inside-dynamics-gp

Generic ErrorsPDF Not Created

Note: Issue Specific to Upgrades to GP 2013 SP1Issue: User is attempting to e-mail the customer statement but is receiving an error that the PDF file was not generated. Cause: When disabling the customer statements via Tools>>Setup>>Sales>>E-mail settings, it doesn’t update the SY04905 table.Solution: Use the steps outlined in the following document:

Unknown Error OccurredNote: Issue usually happens to EFT Remittances in Payables. Issue: User is attempting to e-mail remittances but the error above appears on the Email Exception Report. Cause: This error has many causes, usually comes down to customizations on the Template, or odd characters in the email addresses used. Solution: Try the following:

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Error messages when you email RM Statements in Microsoft Dynamics GP: Unknown Error or Insufficient Memory https://community.dynamics.com/gp/b/dynamicsgp/posts/error-messages-when-you-email-rm-statements-in-microsoft-dynamics-gp-unknown-error-or-insufficient-memory

Use default report and Template and make sure the Template is the one marked with an Asterisk (*).

o If the default works, check the bookmarks on the modified template: https://community.dynamics.com/gp/b/dynamicsgp/posts/what-are-bookmarks-and-how-are-they-used-in-microsoft-dynamics-gp-s-word-templates

Remove all email addresses being used and reenter them. Make sure that there are no odd characters such as ^ or a Tab.

This issue can occur with all reports, and these can be caused by MessageID issues or Reply To issues. Make sure to remove all MessageIDs and Reply To emails.

No Error, but no emails are sent (0 Documents Sent)Note: Common issues for RM Statements or EFT Remittances Issue: User is attempting to e-mail documents, but nothing happens. All exception reports will show that no documents were sent. Cause: This issue has many different causes, and there are no errors. Solution: Try the following:

Test a default report in GP, we recommend the User Report:1. Go to Administration >> Reports >> System >> Users2. Under Reports: Select User Notes3. Click New4. Option: Enter TEST5. Ranges: Select a User ID6. Click Insert7. Click Email Options8. If using Exchange, it will prompt you for your Exchange Log On9. Enter your own email address in the To field 10. Click OK11. Bring up the TEST report and click Email

If the test email works, you will want to check the modified report in RW:o First, check the Sections within RW per the following article:

https://blogs.msdn.microsoft.com/developingfordynamicsgp/2013/02/25/copying-report-formats-between-reports-and-a-warning-about-word-templates/

o Check the Font sizes in Report Writer (keep all fonts over size 5). Review the Template for any issues:

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o Missing Bookmarks is the most frequent cause for the e-mails to fail outside of system issues. Verify all bookmarks are present. https://community.dynamics.com/gp/b/dynamicsgp/posts/what-are-bookmarks-and-how-are-they-used-in-microsoft-dynamics-gp-s-word-templates

o Text Boxes will cause the template to fail. A user should never put a text box inside of a template. It will cause an error when generating that may not show within GP

o GP 2010 - 32-Bit Office must be used for GP2010 - Uninstall and reinstall >> Click 32 bit install

o GP 2013 or newer 32 or 64-bit Office can be used with GP2013. If using 64 bit the server type in System Preferences (Microsoft Dynamics GP | Tools | System | Setup | System Preferences) must be set to Exchange.

o Special characters in the reply to email address cause the e-mail to fail in Outlook. If the user is using a reply to address, remove this from both the E-mail Message ID and module e-mail setup.

Go to Sales >> Cards >> Customer >> E-Mail button and remove the Message IDAlso go to Sales >> Setup >> E-mail Settings Remove the any Reply To email address entered. Enter a new invoice for the customer and test the email.

o Default e-mail profile not setup See MAPI Specific issues Above for more information on this

o If using a terminal server/Citrix environment, Outlook must be open on the server for using MAPI

o Another common issue with e-mail is when users get a new workstation. They made need to update the Registry when using MAPI. They can do this by following the steps in the MAPI Specific issues above or in the Word Doc:

oSend Documents in email check box is grayed out when trying to send a Remittance

Note: Common issues for PM EFT Remittances Issue: User is attempting to email Remittances, but the checkbox is grayed out:

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Cause: This issue has a few different causes, usually setup or 3rd party involvement Solution: Try the following:1. Check to see if the vendor is setup to allow for emailing:

a. Go to Purchasing >> Cards >> Vendor >> select a vendor >> E-mail.b. In the Send Forms as Email section confirm that Vendor Remittance check box is

checked.2.

3. If this is correct, check to see if Mekorma MICR is installed, if so make sure the Mekorma MICR System Options are set to have email enabled, or else the "Send Document in email' checkbox in the Remittance window will not be available to mark (or grayed out). To check this setting, go to Microsoft Dynamics GP | Tools | Setup |

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System | Mekorma MICR | System Options. Mark the checkbox for 'Enable Email Remittance' and click Save.

4. More information regarding issues with this process can be found here:https://community.dynamics.com/gp/b/dynamicsgp/archive/2016/10/24/quick-step-guide-to-e-mail-pm-eft-remittances-in-mdgp-2015-2016

Email button is grayed out in Sales Order ProcessingNote: Unique to Sales Order Processing Issue: User is attempting to from a Sales Order Processing window, but the option to email is grayed out.

Cause: GP will only email the Blank Paper options for reports. Solution: Try the following:1. Go to:

Sales >> Setup >> Sales Order Processing >> Sales Document Setup button >> select the Document Type they are trying to send (quote, order, invoice etc)

2. Make sure the Format is set to Blank Paper

You must activate e-mail functionality for this document before it can be sent in e-mail

Note: Companywide setup issue Issue: User is attempting to email out a document that is not allowed in the company Cause: GP will only allow emailing on documents you tell it to. Solution: Try the following:1. For Sales:

Tools>>Setup>>Sales>>E-mail Settings. The document type you are trying to send needs to be selected in this window

2. For Purchasing: Tools>>Setup>>Purchasing>>E-mail Settings. The document you are trying to send needs to be selected in this window.

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The company does not allow the sending of (DOCX, HTML, PDF, XPS) filesNote: Companywide setup issue Issue: User is attempting to email out a document type that is not allowed in the company Cause: GP will only allow emailing on document types you tell it to. Solution: Try the following:To resolve-Tools>>Setup>>Company>>E-mail Settings. Here you will need to enable the document type you are attempting to send

A word template must be assigned before sending this documentNote: Companywide setup issue, usually happens to new Template users.Issue: User is attempting to email out a modified report that has no corresponding template Cause: There is no template assigned to email Solution: Try one the following:1. Use the Standard report in the Alternate/Modified Forms and Reports setup window

Tools -> setup -> System -> Alternate/Modified Forms and Reports2. Create a modified template using the New button on the Template Maintenance

windowReports -> Template Maintenance

Don’t forget to assign the template for either option by using the Assign button on the Template Maintenance window (Reports -> Template Maintenance)

Dynamics GP shows Templates Processing, but they never complete or an error appears

Note: There is a template setup, but none are assigned to the company Issue: User is attempting to email out a report that has no assigned template, but one exists

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Cause: There is a template setup, but none are assigned to the companySolution: To resolve this simply assign a template for the report by using the Assign button on the Template Maintenance window (Reports -> Template Maintenance)Also check to make sure that that Dexterity Shared Components is installed at a version that matches your version of Microsoft Dynamics GP.

This document type cannot be sent in e-mail for this customer/vendorNote: Common for newly entered customers/vendors, or those that have been imported. Issue: User is attempting to email out a document type that has not been enabled for the customer/vendorCause: Setup issue on the Customer/Vendor cardSolution: To resolve this simply open the Customer/Vendor Card (cards -> Customer or Vendor) and click the email button. Each document you are attempting to email must be check marked. If these are grayed out, then the Company wide setting is also unmarked. You can find out about this here.

A To, CC, or Bcc address could not be foundNote: Common for newly entered customers/vendors, or those that have been imported. Issue: User is attempting to email out for a customer/vendor that does not have an email address.Cause: Setup issue on the Customer/Vendor cardSolution: To resolve this simply open the Customer/Vendor Card (cards -> Customer or Vendor) and click the Internet Information button next to the Address lookup (looks like a planet). You will also want to check for the Email Address based on Doc Type setting found in the email submenu (email button) on the customer/vendor card. If this is enabled, then check all the ‘…’ email addresses to make sure an email address is check boxed.

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You must have the Microsoft Save as PDF or XPS add-in for 2007 Microsoft OfficeNote: Either caused by an item in the KB below or is a performance problem.Issue: User is attempting to send out a large set of emailsCause: Performance problemSolution: The following KB can sometimes resolve the issue:https://support.microsoft.com/en-us/help/2424823/you-must-have-the-microsoft-save-as-pdf-or-xps-add-in-for-2007-microsoThe more consistent solution is to simply cut down on the number of emails you are sending out at once. For example, run your Invoices for one half of your customers, then the other half.

Workflow

Workflow email issues usually fall into two possible causes: SMTP issues and Setup issues, overall you can figure out which is which by using the ‘Test E-mail’ button on the Workflow Setup window (GP -> Tools -> Setup -> System -> Workflow Setup). The following steps are split depending on if the test email is received or not.

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My SMTP Test FailedIf you never received the Test E-mail, then you are likely having an issue with SMTP.

First, confirm that you are not using MFA on the account used in the SMTP setup.

Next, make sure that TLS 1.0 is enabled on the SQLserver and on the SMTP server.

Then walk through the following article: https://community.dynamics.com/gp/b/dynamicsgp/posts/workflow-notification-email-troubleshooting

My SMTP Test PassedIf you received the test email, then you are now looking at an issue with Active Directory or Message IDs.

First, make sure your SQL Server Service account is setup as a domain account in the same Active Directory as your Approvers (Two-way-trust domains also work). This account will need permission to query the domain holding the Approvers.

Next, try changing your Message IDs on the Workflow Notifications. You can do this by opening the Workflow Maintenance window (GP -> Tools -> Setup -> Company -> Workflow Maintenance). Under each step there will be a Send Message field, make sure this is marked and using a default message with a *. There are also notification options under the main Workflow tab called ‘Send notifications for completed actions’ make sure these are also using default messages.

Then, check Active Directory and make sure that the Email field on the front of every Approver’s card is filled out with the correct value. If it is grayed out, then you are tied to Exchange Online, so these should be correct.

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I am Still Having Issues with EmailsThat is unfortunate, but we are here to help! Please feel free to submit a support ticket with the Dynamics GP Support team here. Make sure to note what you have tried from this document. https://mbs.microsoft.com/customersource/northamerica/help/help/technicalsupportrequest

FeedbackPlease provide all feedback, content or otherwise, to Justin Sutton at jusutton@microsoft.com

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