Error messages when you email RM Statements in Microsoft Dynamics GP: Unknown Error or Insufficient Memory

Hello Community!

We have seen several cases recently where you are unable to email RM statements, and the Exceptions Reports shows a status of either Unknown Error or Insufficient Memory.

In this blog, I will describe what we have found to be the cause and a few solutions you can consider.

Important Before running SQL statements that will change your database it is recommended that you test them within a test environment first. If this is not possible, make sure that you have a recent valid backup of the company and DYNAMICS databases.

CAUSE

• This is a known issue for "Insufficient Memory' error in GP 18.3 when there is an e-mail alias present on the 'Have Replies sent to' field on the Sales E-mail message setup, and/or in the "Have Replies sent to field' on the MESSAGE ID setup. (This was fixed in the June 2022 update [GP 18.4.1461].)  In the meantime, remove the email addresses in both "Have Replies sent to" fields as noted above. Be sure to check both places.

• This issue can also happen when the email address listed in the EmailReplyToAddress column in table SY04902 within the company database has an invalid character. (In this specific instance, a semicolon.)

Reproduction Steps

You may be wondering how does a GP user cause this to occur through the GP application. The following steps are an example of how you can make this issue occur:

1.         In Microsoft Dynamics GP select Sales from the Navigation Pane.

2.         In the Sales Navigation Window select E-Email Settings under Setup.

*The following is the menu navigation path: Microsoft Dynamics GP >> Tools >> Setup >> Sales >> E-mail Settings

3.         In the Have Replies Sent To section click Select Names.

4.         In the Send Replies to… window type the name of the email you want the replies sent to.

5.         Click Search

6.         Select the email address(person) from the search results.

7.         Click OK.

RESOLUTION

The following are the two solutions you can consider for resolving this issue.

Option 1: Remove the name listed in the Have Replies Sent to section and manually type it in (vs. using the Select Name feature).

1.         In Microsoft Dynamics GP select Sales from the Navigation Pane.

2.         In the Sales Navigation Window select E-Email Settings under Setup.

*The following is the menu navigation path: Microsoft Dynamics GP >> Tools >> Setup >> Sales >> E-mail Settings

3.         In the Have Replies Sent To section manually enter the email address you want the RM statements email replies to.

4. If you still receive the error, also check the Message ID being used on the Customer Statement to see if there is an email address on the Have Replies sent to field there as well and remove it. (Click on the MESSAGE ID next to Customer Statement in the Sales E-mail setup window shown above.)

*The menu navigation path is: Microsoft Dynamics GP >> Tools >> Setup >> Company >> E-mail Message Setup. Select the MESSAGE ID selected for the Customer Statement noted in step 3.

RESOLUTION: This was fixed in the June 2022 update (GP 18.4.1461) so you can upgrade to a later version to get the fix.
This is documented in the E-mail troubleshooting guide under the Insufficient Memory error.

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Option 2: Use the following SQL statements to correct the Email Address listed in the SY04902 table.

1.         In SQL Server Management Studio run the following SELECT statement in the company database to find the invalid email address.
           SELECT * FROM SY04902 WHERE EmailSeriesID = 3

2.         After you have verified that the email address listed in the EmailReplyToAddress column is incorrect using the above SELECT statement, run the following UPDATE statement to correct the email address.
           UPDATE SY04902 SET EmailReplyToAddress = 'newemailadress' WHERE EmailSeriesID = 3 and EmailReplyToAddress = 'currentlistedemailaddress'

3.         Using my screenshot SY04902 table from the CAUSE section this blog the following is an example of the UPDATE statement I would run:
           UPDATE SY04902 SET EmailReplyToAddress = 'nihell@microsoft.com' WHERE EmailSeriesID = 3 and EmailReplyToAddress = 'nihell@microsoft.com;'

Additional Notes
The Server Type of Exchange in the System Preference window is the only configuration that has reported this issue.

You can use the following directions to figure out which Server Type you are using.
1.         In Microsoft Dynamics GP select Administration from the Navigation Pane.

2.         In the Administration Navigation Window select System Preferences under Setup.

*The following is the menu navigation path: Microsoft Dynamics GP >> Tools >> Setup >> System >> System Preference

The invalid character at the end of the email address is only visible in SQL in the EmailReplyToAddress column within the SY04902 table.

RESOURCES:
Refer to the E-mail Troubleshooting Guide:
--Unknown Error Occurred
--Insufficient Memory

I hope that the information offered has proven helpful to you and you are now able to email the RM statements without the Exceptions Reports showing a status of either Unknown Error or Insufficient Memory.

Until next time,

Nicole Fiskum | Support Engineer | Microsoft Dynamics