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)
Contents
MAPI Specific Errors ................................................................................................................... 3
Emails Stuck in Outbox within Outlook ................................................................................. 3
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. ....................... 3
A program is trying to send an e-mail message on your behalf ............................................ 3
Dynamics GP Crashes after an Office Update ....................................................................... 4
Exchange Specific Errors ............................................................................................................. 4
Login Failed: check your login information and try again ................................................... 4
Generic Errors .............................................................................................................................. 5
PDF Not Created ....................................................................................................................... 5
Unknown Error Occurred ........................................................................................................ 5
No Error, but no emails are sent (0 Documents Sent) ........................................................... 6
Send Documents in email check box is grayed out when trying to send a Remittance ...... 7
Email button is grayed out in Sales Order Processing .......................................................... 9
You must activate e-mail functionality for this document before it can be sent in e-mail . 9
The company does not allow the sending of (DOCX, HTML, PDF, XPS) files ................. 10
A word template must be assigned before sending this document ..................................... 10
Dynamics GP shows Templates Processing, but they never complete or an error appears
................................................................................................................................................... 10
This document type cannot be sent in e-mail for this customer/vendor ............................ 11
A To, CC, or Bcc address could not be found....................................................................... 11
You must have the Microsoft Save as PDF or XPS add-in for 2007 Microsoft Office ..... 12
Workflow ..................................................................................................................................... 13
My SMTP Test Failed ............................................................................................................. 13
My SMTP Test Passed ............................................................................................................ 13
I am Still Having Issues with Emails ......................................................................................... 14
Feedback ...................................................................................................................................... 14

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MAPI Specific Errors
Dynamics 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 GP
Cause: 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 behalf

Note: Happens a lot with more secure environments and newer versions of Office
Issue: 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 provided
1. 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-i
Note: 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 article
https://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-mail
Note: 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 MAPI
Issue: Office no longer allows for Sideloading of VBA
Cause: 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-update
https://community.dynamics.com/gp/b/dynamicsgp/posts/dynamics-gp-and-vba-future-
considerations

Exchange Specific Errors

Dynamics 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 screen
Issue: 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 disabled
If it is enabled, attempt to use an App Password instead of the account’s normal
password
More 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 Errors
PDF Not Created
Note: Issue Specific to Upgrades to GP 2013 SP1
Issue: 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:

Email PDF
Update.docx

Unknown Error Occurred

Note: 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 >> Users
2. Under Reports: Select User Notes
3. Click New
4. Option: Enter TEST
5. Ranges: Select a User ID
6. Click Insert
7. Click Email Options
8. If using Exchange, it will prompt you for your Exchange Log On
9. Enter your own email address in the To field
10. Click OK
11. 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/co
pying-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 ID
Also 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:

Regsitry MAPI Fix

(2).docx

o
Send 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 | System |

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 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 Processing

Note: 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) files
Note: 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 document

Note: 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 Reports
2. Create a modified template using the New button on the Template Maintenance
window
Reports -> 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 company
Solution: 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/vendor

Note: 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/vendor
Cause: Setup issue on the Customer/Vendor card
Solution: 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 found
Note: 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 card
Solution: 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 Office
Note: 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 emails
Cause: Performance problem
Solution: 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-microso
The 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.
In rare cases the issue is caused by a conflict with a third party add-in. The easiest way to
confirm if this may be the case is to rename the GP code folder and then run a repair of GP.
This will recreate a new GP code folder without third parties. If the issue continues you can
just delete the new folder and rename the old folder back. If the issue is resolved then you
can add third parties one-by-one until the issue reoccurs.

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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.

My SMTP Test Failed

If 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 Passed

If 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 Emails
That 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

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

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