Fixing email issues in AccountRight v19 or AccountEdge

Answer ID 9229   |    Published 06/06/2006 07:19 PM   |    Updated 05/02/2016 01:04 PM
Using MYOB Payroll? See our support note Email pay slips in Payroll.

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AccountRight v19 sends emails through Microsoft Outlook 2007 - 2013 (32-bit), and AccountEdge sends emails through Microsoft Outlook for Mac 2011 or Apple Mail (Mac Mail). Other email programs might work, but they're not officially supported. See how to set your default email program.

If you're getting an error or experiencing another email issue, check below for a solution.

Want to know how to email? See the AccountRight help (Australia | New Zealand), or the AccountEdge help (Australia | New Zealand).

 

Known issues

Known Issue Description
AccountRight v19 and Microsoft Outlook 2016

AccountRight v19 is not currently compatible with Microsoft Outlook 2016. AccountRight v19 may stop working when attempting to send multiple emails through Outlook 2016.

We'll release an update for AccountRight v19 soon which will address this issue.

Workaround: Send emails from AccountRight v19 one at a time or revert back to using Outlook 2007 - 2013.

Mac OS X 10.11 El Capitan and Mac Mail

There is a known issue with attempting to email directly from AccountEdge to Mac Mail on Mac OS X 10.11 El Capitan. The PDF of the invoice or purchase, etc. will not be attached to the email when sending directly from AccountEdge. This only occurs in Mail and does not occur when sending emails through Outlook.

An AccountEdge update is now available - see this support note for additional information.

 

Email errors

Error Solution
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This error occurs if a required Windows file is missing from your computer, which can occur when software is removed or upgraded. We've provided a tool and instructions to replace the missing file.

Complete the following steps on the computer which is sending your emails:

  1. Right-click the following link and choose to save the file to your Desktop: MAPI Fixit Tool.
  2. Double-click the downloaded ZIP file to open it. You'll see it contains a single file called CheckMAPI.VBS
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  3. Double-click the file CheckMAPI.VBS to open the tool.
  4. Follow the on-screen prompts to run the tool and fix your issue.

If you need to undo the changes made by this tool, double-click the file CheckMAPI.VBS to run the tool again. You'll then have the option to restore your original Windows settings.

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This error can occur if your email program isn't compatible with your MYOB software.

If your email program is compatible, you can fix this error by reinstalling your MYOB software.

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This is an Outlook security warning which means Outlook incorrectly thinks the email is suspicious. You know the email isn't suspicious, so it's fine to click Allow to send it.

To prevent this warning you have 2 options:

  • Repair Microsoft Outlook to ensure it works smoothly with AccountRight. This is the preferred solution which will permanently fix the issue without affecting the security of Microsoft Outlook. You might need help from an IT person to complete the repair. See this Microsoft support article for more info.
  • Change a security preference in Microsoft Outlook as described below. This is a temporary solution which should only be undertaken if you have up-to-date antivirus software on your computer. This Outlook security setting is intended to prevent malicious and unauthorised access to Outlook, so you should discuss the implications of changing it with an IT person.

Outlook 2010 & 2013

  1. Close Microsoft Outlook.
  2. Simultaneously hold down the Shift key on your keyboard and right-click the Outlook icon (or shortcut) and choose Run as administrator.
  3. In Microsoft Outlook go to the File menu and choose Options.
  4. Click Trust Centre, then click Trust Centre Settings.
  5. Click Programmatic Access. This will display 3 options.
  6. Select the first or last option - whichever best suits your needs. If the middle option (Always warn me about suspicious activity) is selected, you will still be prompted to allow or deny each time you send an email from AccountRight.
  7. Click OK.

Outlook 2007

  1. In Microsoft Outlook go to the Tools menu and choose Trust Centre.
  2. Click Trust Centre Settings.
  3. Click Programmatic Access. This will display 3 options.
  4. Select the first or last option - whichever best suits your needs. If the middle option (Always warn me about suspicious activity) is selected, you will still be prompted to allow or deny each time you send an email from AccountRight.
  5. Click OK.
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This error can be fixed by changing the properties of your AccountRight v19 shortcut (the icon you click to start AccountRight):

  1. Close AccountRight.
  2. Right-click the AccountRight shortcut and choose Properties.
  3. Take note of the Target as shown in this example:
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  4. Change the Target by adding the following at the start (you can copy this and paste it in front of your existing Target):

    C:\Windows\System32\cmd.exe /C "set __COMPAT_LAYER=RUNASINVOKER & start

    Example: If your Target is C:\Plus19\Myob.exe change it to:

    C:\Windows\System32\cmd.exe /C "set __COMPAT_LAYER=RUNASINVOKER & start C:\Plus19\Myob.exe"

  5. Click OK.
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This error can occur if your email program isn't compatible with your MYOB software.

If your email program is compatible, this error can be caused by security software on your computer preventing the email from being sent. Try temporarily disabling security programs (antivirus, firewall, etc.) to see if they are the cause.

This error can also be caused by a temporary PDF file on your computer which is preventing the document from being created and emailed. See this support note for more information.

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This error can occur when emailing from AccountEdge when:

  • there are special characters (such as * \ - & : etc.) in your email subject or message. Also make sure there are no special characters in the name of your hard drive or any of the folders in the path to your company file
  • your email message begins with double quotation marks (")

If you've confirmed the above don't apply to you, open the sample company file (Clearwater) and email something to yourself. If this is successful, it means AccountEdge's email functionality is fine, so the issue will be related to something in your company file, or the specific email you're trying to send.

If the error persists, reinstall AccountEdge.

Image This error can occur if your email program isn't compatible with your MYOB software.

If your email program is compatible, this error can be caused by security software on your computer preventing the email from being sent. Try temporarily disabling security programs (antivirus, firewall, etc.) to see if they are the cause.

This error can also be caused by a temporary PDF file on your computer which is preventing the document from being created and emailed. See this support note for more information.

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If you get this message, make sure you're using the latest version of AccountRight. An issue was found in an earlier version of AccountRight and fixed in 2015.2. An issue was found in an earlier version of AccountRight and fixed in 2015.2.

This message can also appear when other software or your system settings stop the email being transferred from AccountRight to Outlook. This includes:

  • Windows permissions
  • Outlook security settings
  • Third party security software, such as antivirus
  • User Access Control settings

As the issue is outside AccountRight, it's difficult to know the exact cause. We recommend seeking help from an IT specialist or the MYOB community to find an appropriate fix.

 

Other email issues

Issue Solution
Pictures are missing from my emailed attachments Make sure QuickTime is installed on your computer. See this support note for more information (Australia | New Zealand)
Sent emails aren't appearing in my email program's Outbox or Sent Items folder Check the default email program set up on your computer. See this support note for more information (Australia | New Zealand)
A field is missing from my emailed attachment, but shows if the document is printed. Customise the form and make the field slightly larger. See this support note for more information (Australia | New Zealand)
PDFs are not being attached to my emails

Security software might be interfering with the email being sent from your MYOB software to your email program. Try temporarily disabling security software (antivirus, firewall, etc.) to see if this identifies the program which might be interfering. You might need help from an IT person to resolve this issue.

As a temporary workaround, you can re-send the email from your email program's Outbox or Sent Items folder, or save the document as a PDF file and use your email program to attach it to an email. To save a document as a PDF file from your MYOB software, display the document then click Send To and choose PDF.

How to remove emails waiting to be sent (without sending them)

Open the transaction and change the Delivery Status to Already Printed or Sent. If you have lots of emails waiting that you don't want to send, disconnect your computer from the internet, "send" the emails from your MYOB software, then delete them from your email program's Outbox. You can then reconnect your computer to the internet.

I can't select a specific customer or supplier when emailing.

Make sure the customer or supplier's card isn't set to Inactive (check on the Profile Tab of their card).

Be aware that customer statements can't be emailed if the customers outstanding balance is zero. Similarly, supplier remittance advices can't be emailed if the supplier accounts payable balance is zero.

How do I set "To Be Emailed" as the default invoice delivery method for a customer? You can set the Invoice Delivery preference on the Selling Details tab of the customer's card.
Sent emails include an attachment called "Winmail.dat"

If Outlook is set up to compose emails in Rich Text Format, Outlook will sometimes attach a file called "Winmail.dat" to your emails. To stop this, ensure Outlook is set up to compose emails in HTML or Plain Text. This setting is usually under the Mail settings in Outlook.

In Outlook 2010 and later: File > Options > Mail > Compose messages

In Outlook 2007: Tools > Options > Mail Format > Message Format

 

Still have an email issue?

Check the Community Forum for a solution.



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