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No mail merge templates appearing when clicking Mail Merge Wizard?

This support note applies to:

  • AO Tax (NZ)
  • AO Practice Manager (NZ)
  • AO Practice Manager (AU)
  • AO Tax (AU)
  • AE Practice Manager (NZ)
  • AE Practice Manager (AU)
  • AE Tax (NZ)
  • AE Tax Series 6 & 8 (AU)
  • AE Tax (AU)
Article ID: 18642

If you have created a new mail merge template, and the template is not displaying in the Mail Merge Wizard, this indicates the system can't find the template.

These instructions require technical expertise

Make sure you know what you're doing. If you're not sure, ask your IT professional or MYOB.

If you do have access to the location specified as the Templates path location and find that you have a red cross on the drive letter, please refer to Enabling Linked Connections in Windows

If the template can't be seen on any machine,

  • Check the location of the Templates Path via Mailing Settings and that it exists in that location on the network/pc. The template may not have saved into the correct location. The template must be stored in this folder location in order for it to be available from the Mail Merge Wizard.

If the same template can be seen on another machine, the issue will be caused by:

  • The drive where the template resides is either not mapped or not available on that machine;
  • The drive is mapped incorrectly;
  • The user does not have the appropriate security to access the template location; or
  • The machine doesn't have the correct file associations for Microsoft Word


To check the Templates Path
  1. Follow the menu path: Maintenance > Maintenance Map > Mailing Settings. The Mailing Settings page appears.

  2. Note the location of the Templates Path.

  3. Right-click your Windows icon in the bottom left hand corner of your screen and select File Explorer. The File Explorer screen appears.
  4. Browse to the location you noted in Step 2 above. Check whether the user can see the files in this location and open any of the templates.  Where the user can't access this location, contact your IT support to review/update the security settings to this folder location.
To disconnect and re-connect drive mappings
  1. For the drive location identified in step 2 above, ensure the drive is mapped and is consistent with the same drive mapping on a machine that is not experiencing the error.

  2. On the machine without the error, right-click your Windows icon in the bottom left hand corner of your screen and select File Explorer. The File Explorer screen appears.

  3. Navigate to the drive identified at step 2 and note the description of the drive (for example 'apps on server').

  4. On the machine where the error appears, right-click the Windows icon and select File Explorer. The File Explorer screen appears.

  5. Navigate to the drive at step 2 and ensure these drives are mapped to the same location. If a drive is mapped incorrectly, from the Tools menu select Disconnect Network Drive. The Disconnect Network Drives screen appears.

  6. Select the relevant drive and click OK. The drive no longer appears in Windows Explorer.

  7. To map a drive, from the Tools menu, select Map Network Drive. The Map Network Drive screen appears.

  8. Select the relevant Drive from the drop-down list and click Browse. The Browse for Folder screen appears.

  9. Navigate to the relevant directory and click OK. The Map Network Drive screen appears.

  10. Click Finish. The drive is mapped.

To check File Associations
  1. On the machine without the error, right-click your Windows icon in the bottom left hand corner of your screen and select Control Panel.
  2. Click the Programs category and then click Default Programs to open the Default Programs screen.
  3. Click the Associate a file type or protocol with a program link to open the Set Associations window.
  4. Scroll down and select the file type extension that you want to associate with a specific app -- for example, .doc -- and then click the Change program button. Alternatively, just double-click the extension. Both actions open the same dialog box for setting a file association
    When you select the app, Windows takes a moment to make the association. If the app you want is not displayed, click on More options to view additional apps, and then make your selection.

  5. View the new association in the Set Associations dialog box. Click Close and then exit the Control Panel.


If your template is a .dotx or a .dotm, try saving the template as a 97_2003 template & then see if it appears in the list during the mail merge process.

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