Errors when emailing documents and reports from Sage 50cloud Pastel Accounting

Check emailing settings on customer/supplier accounts

Ensure that the customer/supplier accounts are correctly setup and how to repair MS Office

1. Select Edit...Customer...Accounts or Edit...Supplier...Accounts
2. Click on the Processing tab
3. Ensure that the Documents and Statements are set to Print and Email and the email addresses is correct.
   

Ensure Microsoft 365 or Microsoft Office desktop version

Ensure the machine has desktop version of Microsoft 365 or Microsoft Office installed

1. Navigate to the Control Panel
2. Select Program and Features
3. Look for the program Microsoft 365 or Microsoft Office
   

  NOTE: Should Microsoft 365 or Microsoft Office not be installed please do so, if you are unsure how please contact your IT Personnel.

Make Outlook the default program for email, contacts, and calendar

Method 1: Set as default within Outlook

1. Open Outlook
2. For newer version of Office click on the File tab, choose Options > General
3. For Office 2010, click on the File tab, choose Options
4. For Office 2007, click on the Tools menu, click Options, and then click the Other tab
5. Under Start up options, select the Make Outlook the default program for E-mail, Contacts, and Calendar check box
6. Click OK.

Method 2: Set as default from Control Panel

1. Navigate to Control Panel > Programs > Default Programs > Set Default Programs
2. Select Outlook under Programs list and click on Set as default
3. Click OK.

Method 3: (Optional)

1. Navigate to Control Panel > Programs > Default Programs > Set program access and computer defaults.
2. Click on the arrow mark pointing downward next to Custom to expand it.
3. Under Choose a default email program, highlight Microsoft Outlook and click OK.

Ensure that User Account Control is turned off

Before installing Sage Pastel Accounting please ensure that the User Account Control or UAC is turned off as some of the features for Sage Pastel Accounting do not function properly if the User Account Control is on. Refer to article How do I turn off User Account Control if needed.

Ensure NewMail.dll file is installed and registered

Ensure the latest version of the NewMail.dll file is installed and that it has been correctly registered. 

Follow steps below to ensure the latest version of the NewMail.dll file is installed

1. Close both your Sage and Outlook software
2. Navigate to C:\Program Files (x86)\Common Files\Sage Pastel OR C:\Program Files\Common Files\Sage Pastel
3. Right click on the file NewMail.dll and ensure that the file version is 2.0.0.17 or higher
   
   

Correct version of Newmail.dll is installed:

If correct version of Newmail.dll is installed, follow steps below:

1. Click the Start Button, then in the Start Search box type CMD but DO NOT press Enter yet.
2. In the list above, under Programs right-click on CMD that appears above and choose Run as Administrator
3. In the black command line window, paste the command as below to register the file
   
   For Windows 64-bit machines:
   regsvr32  "C:\Program Files (x86)\Common Files\Sage Pastel\NewMail.dll"
   
   For Windows 32-bit machines:
   regsvr32  "C:\Program Files\Common Files\Sage Pastel\NewMail.dll"
   
   
4. Press Enter and the below message should display:
   
5. Click OK

Correct version of Newmail.dll is NOT installed

If correct version of Newmail.dll is not installed, follow the steps below

1. Close both your Sage and Outlook software 
2. Navigate to C:\Program Files (x86)\Common Files\Sage Pastel or C:\Program Files\Common Files\Sage Pastel
3. Right click on the file NewMail.dll and ensure that the file version is 2.0.0.17
4. If this is not the correct version, please delete the Newmail.dll file
5. Open your Sage Software you should receive a message that the system is configuring
6. Wait for the system to complete 
7. Once completed your software should open and the correct version of the Newmail.dll file should be installed

 NOTE: Once the correct version of the Newmail.dll file is installed refer to section "Correct version of Newmail.dll is installed" above  to register the Newmail.dll file

Run as administrator setting for Outlook or Sage 50cloud Pastel Accounting

Check your Sage 50cloud Pastel Accounting and Outlook software and ensure the Run as administrator option is the same for both programs

Should you have set either Outlook or Sage 50cloud Pastel Accounting to Run as administrator, please ensure that the other program is set the same. Should both programs be set to Run as Administrator and you still encounter errors please remove this setting on both programs.

 NOTE: If you are running Pervasive Client/Server, you should not set Sage 50cloud Pastel Accounting to Run as administrator or you will receive a Runtime error 76.

To set Sage 50cloud Pastel Accounting to Run as administrator follow the steps below

1. Navigate to the Pastel19 OR Xpress19 folder 
2. Right click the Partner.exe OR Xpress.exe file
3. Select Properties
4. Click on the Compatibility tab
5. Select the option Run this program as administrator
   

To set Outlook to Run as administrator follow the steps below

1. Click the Start Button
2. In the Start Search box type Outlook 
3. In the list that displays right-click on Outlook and select Open file location 
4. Only desktop programs (not native Windows 10 apps) will have this option.
   
5. File Explorer will open showing the location of the Outlook shortcut
6. Right-click on the Outlook shortcut
7. Click on Properties
8. Click on the Shortcut tab
9. Click Advanced butto
   
10. In the Advanced Properties window, check the box next to Run as administrator
11. Select OK
    

Should the machine you have made the changes to be setup as a workstation, this change could result in the mapped drive not displaying or being accessible to Sage. You will then need to make the changes as per article Mapped drive not showing when running Pastel as administrator

Ensure Microsoft Outlook keys are available in registry 

Follow steps below to ensure Microsoft Outlook keys are available in registry

1. From the Windows Registry navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Clients\Mail 
2. Export the registry key for the email program client uses e.g. Microsoft Outlook. 
3. To export the key, right click on the key and select Export 
   
4. Save the file to the Desktop with the name msOutlookregkey for Microsoft Outlook.
5. Navigate to HKEY_CURRENT_USER\Software\Clients\Mail
6. Right click on the key and select Copy Key Name
   
7. Navigate to the exported regkey
8. Right click on the file and select Edit
   
9. Select Edit…Replace or hold Ctrl+H
10. On the field Find what paste the key HKEY_LOCAL_MACHINE\SOFTWARE\Clients\Mail
11. On the field Replace with paste the key HKEY_CURRENT_USER\Software\Clients\Mail
    
12. Click on Replace All , save changes and close Notepad
    
13. Double click on the edited file
14. You should receive the message below
    
15. Click Yes to replace the keys
16. You should receive the below message:
    
17. Click OK
18. From the Windows Registry Navigate to HKEY_CURRENT_USER\Software\Clients\Mail 
19. Right click on key, select Modify and ensure that the email program client uses shows under Value Data. 
20. Should the value be incorrect, enter the correct email program e.g. Microsoft Outlook
    
21. Click OK
22. Restart the machine then attempt to send an email from Pastel.

Anti-virus and firewall  

Should the error persist we would strongly advise that you disable both your Antivirus and Windows Firewall. Should you now be able to email without errors you will require your IT network administrator to assist you in correctly configuring your Antivirus and Windows Firewall.

Check EmailError.Log file 

1. Should the error persist, navigate to the company folder
2. Look for the file EmailError.Log
   
3. Open the file, you will see the reason for the error.
   
    NOTE: You can also google the errors to check if there are related to Windows or Microsoft Outlook (or the email program you use). You will need to get your IT Personnel to assist with resolving these error. 
   
   

Repair Sage 50cloud Pastel Accounting

Should the problem persist, this could indicate that Pastel did not integrate with Microsoft Office. You can normally resolve this issue by repairing or reinstalling Microsoft Office and then Sage 50cloud Pastel Accounting.

Refer to article How do I run a repair on Sage 50cloud Pastel Accounting for steps on how to repair Sage 50cloud Pastel Accounting.

Repair Microsoft 365 or Microsoft Office 

Should the problem persist, this could indicate that Pastel did not integrate with Microsoft 365 or Microsoft Office. You can normally resolve this issue by repairing Microsoft 365 or Microsoft Office.

 CAUTION: We recommend that you get your IT tech/engineer to assist with running a repair on Microsoft 365 or Microsoft Office.

Uninstall and Reinstall Sage 50cloud Pastel Accounting and Microsoft 365 or Microsoft Office 

Should the error persist after running a repair on Microsoft 365 or Microsoft Office  and Sage 50cloud Pastel Accounting, please uninstall both (Sage 50cloud Pastel Accounting and Microsoft 365 or Microsoft Office) completely, and re-install again. 

 NOTE: When reinstalling the products please ensure you install Microsoft 365 or Microsoft Office first.

 CAUTION: We recommend that you get your IT tech/engineer to assist with uninstalling and reinstalling Microsoft 365 or Microsoft Office.

To uninstall Sage 50cloud Pastel Accounting please follow the steps below.

1. Click on the Windows Start button and go to the Control Panel
2. Either find Control Panel on the Start button, or click on Settings and click on Control Panel
3. In the Control Panel, double-click on Add/Remove Programs
4. From the Programs list, select the version of Pastel you wish to uninstall
5. Click on the Change/Remove button
6. When the Install Shield wizard loads the option Modify, Repair or Remove, select Remove and click on Next.
7. Once the uninstall finishes, click on Finish.
8. The program is uninstalled.
9. Go to C:\ drive
10. Rename the Pastel19 folder to Pastel19.Old (If using Xpress rename the Xpress19 folder to Xpress19.Old)

If the machine with the problem is the server or single user, please ensure that you move the companies from the Pastel19OLD or Xpress19.Old folder to the newly created Pastel19 or Xpress19 folder. Thereafter you can make use of the article How do I add and activate companies on the server and workstations to add and activate companies accordingly.