when my customer runs the email version of the rm statements they receive a message "* install Microsoft Word". They are using word templates and some customers are successful but others bring up this odd error. Running GP 2013 R2. My next step is to check the difference between the customers. All should have an email address and be using PDF file extension.
Mickey
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Terry's response provided me the ability to identify my issue, by printing to screen it actually threw an error that indicated my issue was within my footer. I had entered an email address that Word translated to a MailTo hyperlink that the template didn't seem to like, removed the hyperlink and all better. I also received this Word error if a user doesn't have permission to the Messages window and tries to assign a template to a customer.
I am having a similar issue but in GP 2016 R2. I won't send the email. The RM Email Statement Report prints and says either Unknown Error or Insufficient Memory. I've run dexsql logs and SQL traces and nothing points to the problem. The template does print to the temp location but no email gets generated. I've made sure that the RM Statement Blank Paper is the default on all companies. I've made a different template thinking maybe the template was corrupt. If I print the statements, template is the default and it prints to the screen beautifully. All other email documents work fine and push to my outlook as they should without errors. I know this thread is mainly about GP 2013 R2, but I did notice that Microsoft said there were bugs with their dlls not working correctly and it was fixed in GP 2015. Anyone having this issue with GP 2016 R2 and have any suggestions?
I found the issue was with the Word Template. The RM Blank Statement must be the default for all debtors. You can test the validity of the template by printing to screen. The Word Template should print rather than the standard report. Also you need to ensure that the Report Destination is set to Template rather than Standard. The Destination does not print with statements in GP2013 12.00.1745
thank you for the update
Yes, per Microsoft:
Yes, we have addressed this issue in GP 2015 R2. We made great improvements to this process by updating a couple of our dlls and the RM statements code to better handle converting word to pdf as well as speed up the process of emailing the statements and released these updates with GP 2015 R2.
This update would be applied in GP 2013 and GP 2015 on the Canadian Payroll 2015 Mid-Year tax Update.
So if you are version 12.00.1920 or higher for GP 2013, and version 14.00.0778 or higher for GP2015, the update would be applied.
Thank you for sharing this information, Pam! I do think Terminal Server could be part of it ... I remember the early days of Terminal Server deployments where we spent several hours on each install just monitoring the security issues so we could then do registry hacks to fix each instance because of the Office integration pieces. I do not want to go back to those days!
I just asked Microsoft the status of this and was told:
I took a look into TFS 69645, which is the quality issue you were running into. It appears that they are targeting the fix to be out for GP 2015 R2. Targeted, means they have every intention of getting it fixed by that release. Obviously something unforeseen could happen and it would be pushed back, but as of now it looks like they have intentions of this being fixed fairly soon.
I see GP2015 R2 is scheduled to be released in May.
Our customer on GP2013 R2 is also having this problem. They are running on terminal server; are all these users with the problem on Terminal Server, by any chance?
Also, I did open a case with Microsoft and here was the last response as of October 2014:
I was speaking with a member on the escalation team which works directly with development yesterday. They have not been able to find the exact issue that is triggering this as it may even be within Word itself, when it is converting the DOCX to PDF. They are still digging into it, but it has so many moving parts and its not just something they can change a line of code on to fix, that its hard to say exactly when they will get it figured out....hopefully you will see a permanent fix soon in one of our next releases!
Unfortunately, no update yet. I'm hoping to hear from the client in the next few weeks with an update.
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