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Anna Metcalfe

Problem emailing invoices to outlook or gmail. It used to work!

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Posted By

I have now wasted the entire day on this so I'm really helping someone can help me...

I run Sage Instant Accounts V21 and Outlook 2016 via an Outlook 365 subscription. All 32 bit as far as I can see. I'm on Windows 10. I also have a gmail email account that forwards into Outlook, that runs on my desktop.

Since I've had Sage (almost two years) it has been happily emailing my invoices to drafts in Outlook (used to be 2013, then 2016 about a year ago). Today, it will no longer do this and I have now pulled out all of my hair.

On Googling, Sage suggests that V21 might not be compatible with Outlook 2016? But it has been. When my email settings in Sage are set to Outlook, I get the following error message "please install office update. Redistributable primary interop assemblies run this functionality." I tried finding something of this ilk to download, to no avail.

So I tried to change my settings to SMPT using Gmail. Then I get an "unknown error" message asking me to consult the Windows Log. When I do it says there is no recipient. But I have completed all the email default settings ok and gone into the invoice tab to select these settings for gmail. I've also tried activating 2 step verification in Google and adding this new password at both ends (all new to me).

I am at a total loss and have lost a day on it...so far. Please could someone help me to make it work either with my outlook (as it did) or gmail. I'm wondering if an automatic update has upset it. Thanks so much in anticipation...

  • 0
    SUGGESTED

    Hi Anna,

    Sorry to hear about the problems you've been having.

    You are correct in saying that Sage 50 Accounts 2015 (v21) is not compatible with Outlook 2016.

    Although this may have worked previously, the two are not tested or compatible, so issues like this can and often do arise.

    Your options would be to either upgrade your Sage 50 Accounts program to a compatible version, or use SMTP settings.

    It sounds as though you have set up the SMTP settings correctly, but we have seen a known issue when using Gmail or Yahoo in which this error can occur.

    Fortunately, a slight amendment to the Gmail settings will resolve this for you and should get you up and running with email again.  Here is a link to the relevant help guide on this;

    https://support.sage.co.uk/default.aspx?page=27&p_faqid=32088&p_lvl1=311

    Please follow this and if you continue to have issues  using SMTP settings, please let me know.

  • 0
    Thanks so much for a prompt reply. Based on the below I have put in all my gmail settings again and turned off 2 step verification (I had turned it on under some forum advice that it might help!). I also have access for less secure apps turned on. But I still have the same problem. It says unknown error, please check windows event log. This will no doubt tell me that there is no email recipient (but my gmail email is in the email settings). Would welcome any further thoughts on how I might resolve this? Is there any mileage in creating a Yahoo account to forward into my outlook like my gmail does, and use that address just for Sage??
  • 0
    SUGGESTED

    Hi Anna,

    Could you please browse to the invoice layout you are using and click Edit to open Report Designer.

    Select Report > Email Settings and ensure the Mail Provider is set as SMTP and the Sending options are set as Send Immediately.

    Click OK to this and then select Tools > Options > Email Setup and Select SMTP > Configure.  Complete the wizard in here for Gmail and ensure you can successfully send a test email.  

    Once you've done this, save the changes to your layout and try sending again.  Please bear in mind that when using SMTP, the email will be sent to the customer straight away without hitting your inbox/drafts folder first.

    If you still have problems after this, please call us on 0845 111 55 55.

  • 0
    Thank you Adam! I did have the settings correct in there but I don't list client emails on Sage as I have always sent to drafts. I've got around this by putting my own email in for a client, so that it sends to my inbox, I can personalise an email, then send on to client. Seems to work ok. Out of interest, what would be the cost of upgrading to a newer (not the newest!) version and is it easy to do? I'm a one woman company, so I don't need everything that Sage can throw at me. Many thanks for your help and I hope this resolution helps someone else in due course.
  • 0

    Hi Anna,

    For a quote on an upgrade, please call our Sales team on 0800 33 66 33 so we can discuss this with you.

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