Child pages
  • Fixing email issues

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 14 Current »




Here are some solutions to the most common email errors and issues. Can't find what you need? Try the community forum or contact us.

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 Emailing from AccountEdge using Mac OS X 10.11 El Capitan or later for more information.

I'm getting an error


"An error occurred sending email."

The error "An error occurred sending email" 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.

"IO Error -5000 in Reset Routine"

If you're seeing the error "IO Error -5000 in Reset Routine", check the following:

  • Make sure your email program is compatible with AccountEdge (only Microsoft Outlook for Mac 2011 or Apple Mail (Mac Mail) are compatible).
  • Security software on your computer might be preventing the email from being sent. Try temporarily disabling security programs (antivirus, firewall, etc.) to see if they are the cause.
  • A temporary PDF file on your computer is preventing the document from being created and emailed. See Error: "I/O Error -5000 in Reset Routine" for more information.

Something else isn't working


Sent emails not appearing in Outbox or Sent Items folder

If your emails from AccountEdge aren't appearing in the Outbox or Sent Items folder, make sure Outlook or Mac Mail 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.

For help customising your forms, see the AccountEdge help (Australia | New Zealand).

PDFs are not being attached to emails

If your emails from AccountEdge don't have PDF attachments, security software on your computer might be interfering with the email being sent from AccountEdge to Outlook or Mac Mail. 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 manually attach it to an email. To save a document as a PDF file from AccountEdge, 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 AccountEdge 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 AccountEdge, then delete them from the Outbox in your email program. 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"

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.


Which email programs can I use to send emails?

AccountEdge only supports Microsoft Outlook for Mac 2011 and Mac Mail. 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 emails from Outlook, but here's some information that might help you out: