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Troubleshooting email issues using version 5.4.27 and above

This support note applies to:

  • AO Document Manager (AU)
  • AO Document Manager (NZ)
  • AO Tax (NZ)
  • AO Practice Manager (NZ)
  • AO Practice Manager (AU)
  • AO Tax (AU)
  • AE Document Manager (NZ)
  • AE Practice Manager (NZ)
Article ID: 39163
Mail Merge: Outlook is closed or crashes during document generation

If Microsoft Outlook is closed or crashes while performing an email mail merge in MYOB AE/AO during the document generation process (no emails have been sent), the following message is displayed.

Solution: If the message "We're having trouble sending this email. Do you want to try again?" was not displayed, then no documents have been sent to Outlook. Ensure Outlook has recovered and start the emailing process again.

Mail Merge: Outlook is closed or crashes while sending bulk emails

  If Microsoft Outlook is closed or crashes while performing an email mail merge in MYOB AE/AO and there are still emails that have not yet been sent out, the following message is displayed.

Solution: If you re-open Outlook and select "Try Again", Outlook will be unable to send further emails. Select "Skip Remaining" in this case and check the log to identify emails that were sent.

In Document Manager, Outlook will open automatically if you select 'Try Again'. This is to profile emails into Document Manager. It will not continue to send emails. You will need to select "Skip Remaining" to complete the emailing process.
Mail Merge: If you encounter network issues while emailing

 If there's a network issue during the emailing process, the following message is shown:

Solution: Check your internet connection to ensure the emails can still be sent successfully.

  • Try again tells the mail merge process to try sendng the current email again. You should do this once you've resolved any network issues
  • Skip Remaining will skip over the remaining emails in the list. Use this option if the network issues cannot be resolved.
Checking the log files

If one or more emails are not sent successfully, a log file will be available to see which emails were not sent.


Click Yes to open a log file that lists the unsent emails.

These log files are saved to %appData%\MYOB\ClientFramework\UnSentEmails.log.

These emails may still be in your 'outbox'.  When you open Outlook again, they will send but not be detected by us. Check they have not been sent after reopening Outlook before attempting to resend from MYOB AE/AO.

To do this, open Outlook and allow it to perform a send/receive of any emails pending. You should check the Sent folder in Microsoft Outlook to verify which emails have been sent out.

If an email is in the Sent folder as well as identified as not sent in the log file, it has been sent but will not be saved. In this case, you do not need to send the email again. You can just save the email manually for your records.

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