Emailing Statements gets hung up

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Posted on by Katie Pieczynski

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I encountered an issue last week when I went to email my statements. This is the first time it has happened and we have not changed anything. When I click the Email Button in the Print Receivables Statements the box pops up that says Generating email but then it hangs. I let it run overnight and it was still just sitting there. I killed my session and tried running it again for just one customer and the same issue happened.
We have GP 2018 and use word templates. Has anyone else had this issue? I tested and emailed myself an invoice and that works so it isnt an email specific issue.
Thank you

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Becky Berginski on at

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RE: Emailing Statements gets hung up

Hello Katie,

Thank you for using Community Forums. My name is Becky and I will assist you.

A corrupt email Message ID, or Reply Sent To address can cause an email to fail, so I would first try removing those to rule them out.

1. Remove the Message ID and reply to address in the following areas:

a. (Tools>>Setup>>Purchasing>>Email Settings)

i. Delete the ‘Message ID’ field and leave it blank

ii. Delete the ‘Have Replies Sent To:’ field and leave it blank

iii. Click OK

a. (Cards>>Purchasing>>Vendor)

i. Select the vendor you are going to test the PO with and click the ‘Email’ button

ii. Delete the ‘Message ID’ field and leave it blank

iii. Make sure the format is set to DOCX

iv. Click OK

2. Enter brand new transactions to create a PO and attempt to email it. (Emailing an existing PO will not necessarily pick up your new settings so testing with a brand new PO is important)

Certain modifications to your Report can cause it to fail when emailing even if it prints to screen without issue.

1. If possible, try changing your user security back to the default GP report for both report writer and your Word Template. (See instructions in attached document)

If the default report emails without issue then we know that there is a modification that is hanging up the process.

If neither of these correct your issue, I would suggest opening a case with the support desk.

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