Email Troubleshooting (Windows)

Background
Email Configuration
Troubleshooting Email
Email Errors

Background

AccountEdge for Windows works with Microsoft Outlook. The latest version supports Outlook 2007-2016 (and 365). It needs to be the 32-Bit version of Outlook - it will not work with the 64-Bit version.

Email Configuration

AccountEdge sends email using the default email client that you have set on your machine. In Windows 7, 8, and 10 you can set your default email client by:
1. Opening the control panel
2. Click on "Default Programs"
3. Click on "Set your default programs"
4. Click on Outlook and then click "Set this program as default"

A default email client needs to be installed and set up - AccountEdge won't be able to send email directly to a webmail service (like gmail).

Troubleshooting

The majority of email errors can be resolved by copying the MapiEX Disable.txt file from the MAPIEX Disabler folder to the main AccountEdge folder.

  • For the 2011 version: Move MapiEX Disable.txt from C:\AccountEdge2011\MAPIEX Disabler folder to the C:\AccountEdge2011 folder
  • For 2012 version and all versions after: Move MapiEX Disable.txt from C:\AccountEdgePro[Year]\MAPIEX Disabler folder to the C:\AccountEdgePro[Year] folder (Replace [Year] with your version ie: 2012)

If this does not resolve your email issue please see the following section on different error messages.

Errors

MAPI Error Messages
I/O Errors
MAPI Dll Error Message
A Program is Trying to Send Messages on Your Behalf"
Email Attachment Missing Information

MAPI Error Messages

The most common error messages that are received when attempting to email from AccountEdge are MAPI errors. There are a few different error messages you could receive.

Examples:
* MapiEX could not open the message store or outbox * Check MAPI configuration

On Windows Vista, Windows 7 or Windows 8 machines, the issue may be related to User Access Control. On Windows machines, AccountEdge Pro runs with administrator privileges. When attempting to send email from AccountEdge Pro, the email program must run at the same privilege level. If the email program wasn't running, AccountEdge Pro will launch the mail program with the appropriate privilege level. On the other hand, if the mail program was launched with a non-administrator privilege level, you will get one or both of the above messages. Therefore, either let AccountEdge Pro launch the mail program, or launch the email program with administrator privileges.

This problem should also be resolved by using the troubleshooting instructions.

I/O Errors

I/O Error -5000 in Reset Routine
I/O Error in Routine

Variations on this error may include messages similar to the following:
— Error - I/O Error in Get Routine
— UnauthorizedAccessException
— The attachment file was created successfully but there was an error writing it
— Error sending email

Known Causes

There are 2 known causes of these errors:
  1. Security software: Antivirus, firewall and other security software or settings may prevent your software from communicating with your email program. Try temporarily disabling any security programs and see if they are the cause.
  2. Access to temporary files denied: When sending a document via email from AccountEdge, a PDF document is created and stored in a temporary folder on your computer. The PDF is 'Read Only' so it is not deleted or changed while the email is generated. After the email is created in the email program, such as Microsoft Outlook, the PDF document is deleted. In the event of a time-out, computer crash, or other unexpected interruption during this process, the software does not get the chance to delete the PDF and it is left behind in a 'Read Only' state.

Resolution

Try restarting your AccountEdge and your email program. This may remove the 'Read Only' status of the PDF. If the error persists, you can search for the PDF file on your computer and delete it.
If the error was generated in... Then delete the file named...
Sales ESale.pdf
Purchases EPurchase.pdf
Reports EReport.pdf
Statements EStatement.pdf
Payslips Payslip.pdf

To delete these files:

  1. Open Windows Search
    • Windows XP: Click start and then click the search button
    • Windows 7 and Server: Click start and type in the search box right above the start menu
    • Windows 8 and 10: Hit the Windows key on your keyboard and start typing
  2. In the Search box, type *.pdf.
  3. Windows XP only: Click More Advanced Options then select the Search hidden files and folders option.
  4. Hit the enter key. By default, the PDF files are typically found in the locations shown below. Replace username with the Windows login username:
    • Windows 7 and 8: C:\Users*username*\AppData\Local\Temp
    • Windows XP: C:\Documents and Settings*Username*\Local Settings\Temp
    • Windows Server 2008: C:\Users*username*\AppData\Local\Temp
  5. Once located, delete the offending PDF document depending on which area gives the error as shown in the table above

Note: You need to ensure hidden files and folders are displayed to view some of the folders listed above.

  • To display hidden files in Windows 8 and 10:
    1. Simultaneously press the Windows and E keys on your keyboard. The Computer window appears
    2. Go to the View menu and select the option Hidden items
  • To display hidden files in Windows 7
    1. Right-click the Windows Start button and choose Open Windows Explorer
    2. Go to the Organize menu and choose Folder and search options
    3. Click the View tab
    4. Select the option Show hidden files, folders and drives
    5. Click OK
  • To display hidden files in Windows XP
    1. Right-click the Windows Start button and choose Explore
    2. Go to the Tools menu and choose Folder Options
    3. Click the View tab
    4. Select the option Show hidden files and folders
    5. Click OK

Cannot load MAPI32.dll

This error message is caused by a missing Windows setting. We have a separate support article that explains how to resolve this. This fix should only be undertaken by an IT professional. The support article is available here.

A Program is Trying to Send Messages on Your Behalf

This is a message generated by the operating system. It is not actually an AccountEdge error. We have a support article with further information available here.

Email Attachment Missing Information

When you email forms out of AccountEdge (i.e.: sales invoices, statements, bills) AccountEdge sends the body of the message as well as the form selected. If you have customized your form by adding a logo or modifying the fields available this will come through as a PDF attachment.

It's possible for the form to be sent but it to be missing a logo or larger fields. There are several possible causes of this including:

  1. The image is too large to be sent (your email client or the email client of the person who receives the email will strip the image)
  2. The Custom Form is not stored in the proper place (Windows only)

If the issue is the size of an image on a form you can resolve this by instead getting a lower resolution (and smaller) image and re-customizing the form to include this.

Form Not Stored in Proper Place
Custom Forms should be stored in the Custom Forms folder within the AccountEdge Support folder. You can find the location of this folder by:

  1. Going to Accounts
  2. Clicking on Company Data Auditor
  3. Look for the line that reads Custom Forms, etc. Here you'll see a link you can click on to open Windows Explorer.

When forms are placed into this Custom Forms folder they are also copied into a folder called AccountEdge Resources. This folder can be found in the main AccountEdge folder (C:\AccountEdgePro[Year]). If the forms are ONLY in this AccountEdge Resources it can cause problems with sending emails. You can copy the form from the AccountEdge Resources folder to the main support folder to resolve this.