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This information applies to MYOB AccountRight version 19. For later versions, see our help centre.


 

 

ANSWER ID:9229

There's a few things that can cause email issues and finding a solution can sometimes be challenging. We've provided some solutions to most errors below, but if you can't find your answer try the community forum or contact us.

Email errors

If your getting an error when emailing, check the wording of the error and see if it's listed below.

Cannot load "MAPI32.dll". Please install MAPI.

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This error means a required component is missing from your computer. We've provided a tool below which will fix this issue on the computer you're trying to send emails from.

  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.
    If this warning appears, click Yes, open this file.
  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.

An email session could not be started. Please check your MAPI installation.

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This error can occur if you're not using Microsoft Outlook 2007 - 2016 (32-bit) to send your emails.

If you are using Microsoft Outlook 2007 - 2016 (32-bit), you can fix this error by uninstalling and reinstalling AccountRight.

A program is trying to access e-mail address information stored in Outlook

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This is an Outlook security warning which occurs when sending an email through a 3rd party program. You know the email is from AccountRight so it's fine to click Allow to send it.

To prevent this message try changing the 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.

To change the preference in Outlook 2010 or later

  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.

To change the preference in 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.
The attachment file was created successfully, but there was an error writing it.

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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.
I/O Error in Routine

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This error can be caused by a temporary PDF file on your computer which is preventing the document from being created and emailed. See Error: "I/O Error in Routine" when emailing for more information.

Other email issues

If you're not getting an error but something else is driving you crazy when emailing, see if your issue is listed here.

Pictures missing from email attachments

If pictures are missing from your emailed attachments, see Images not displaying in customised forms.

Sent emails not appearing in Outbox or Sent Items folder
If your emails from AccountRight aren't appearing in the Outbox or Sent Items folder, make sure Outlook is set as your default email program. 
A field is missing from my emailed attachment

If a field is missing from an emailed attachment (but the field shows when the form is printed), customise the form to make the field larger or reduce the size of the font in the field.

See this support note for instructions.

PDFs are not being attached to emails

If your emails from AccountRight don't have PDF attachments, security software on your computer might be interfering with the email being sent from AccountRight to Outlook. 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 save the document as a PDF file and use Outlook to attach it to an email. To save a document as a PDF file from AccountRight, display the document then click Send To and choose PDF.

I want to remove emails waiting to be sent (without sending them)

If you have an email waiting to be sent from AccountRight but you don't want to send it, 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 AccountRight, then delete them from the Outbox in Outlook. You can then reconnect your computer to the internet.

Unable to select a customer or supplier when emailing

If you can't select a contact when emailing, make sure the customer's 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 customer's outstanding balance is zero. Similarly, supplier remittance advices can't be emailed if the supplier accounts payable balance is zero.

Setting "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 (Card File command centre > Cards List > Customer tab > open the card > Selling Details tab).

Sent emails include an attachment called "Winmail.dat"

Using AccountRight v19.11.2 (Australia only)?

Sent emails might include an attachment called "Winmail.dat". We'll release an update soon which will address this issue. Until then, we've attached a file below to fix this issue. Right-click the attachment ( MapiEX Disable.txt) and choose Save target as (or Save link as) and save the file in your AccountRight folder (e.g. C:\Premier19 or C:\Plus 19, etc.).

Attachment

MapiEX Disable.txt

If you're not using AccountRight v19.11.2 and 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

Emails are sent from the wrong email address

If emails from AccountRight are being sent from the wrong email address, make sure your preferred email address is set as the default in Outlook.

  FAQs


Which email program can I use to send emails?

AccountRight v19 works with Microsoft Outlook (32-bit versions only).

What AccountRight version do I need to work with Outlook 2016?

If you're using Microsoft Outlook 2016, you'll need this AccountRight version:

If you're in...You'll need to use...
AustraliaAccountRight v19.11.2 (or later)
New ZealandAccountRight v19.8.1 (or later)

To check your current AccountRight version, go to the Help menu and choose About AccountRight. To check for updates, go to the Help menu and choose Updates and then Check for Updates.

To learn more about managing software updates, see the AccountRight help (Australia | New Zealand).

Can I use a web email service through Outlook?

If you usually send emails via a web email service, such as Gmail, you can most likely access and send emails from Microsoft Outlook via IMAP or POP.

You'll need to refer to your email provider's instructions on how to access and send your emails from Outlook, but here's some information that might help you out: