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Troubleshoot issues that occur when you send e-mail statements in Microsoft Dynamics GP

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This article discusses different methods that you can use to troubleshoot issues that occur when you send e-mail statements in Microsoft Dynamics GP.

Applies to:   Microsoft Dynamics GP
Original KB number:   934699

Follow these steps to troubleshoot issues that occur when you send e-mail statements.

Note

After each step, test to determine whether you can send e-mail statements successfully before you go to the next step.

  1. Verify that you are sending the statement to the correct e-mail address. You must do this in the Receivables Management Setup window and in the Customer Maintenance Options window.

    • Receivables Management Setup window

      1. Click Tools, point to Setup, point to Sales, and then click Receivables.
      2. In the Receivables Management Setup window, make sure that the Status Recipient field in the E-mailed Statements area contains a valid e-mail address.

    • Customer Maintenance Options window

      1. Click Cards, point to Sales, and then click Customer to open the Customer Maintenance window.
      2. Click the lookup button next to the Customer ID field, and then click a customer.
      3. Click Options.
      4. In the Customer Maintenance Options window, make sure that the Send E-mail Statements check box is selected. When you are prompted, enter the path in which you want the E-mail Statements Status Report to be created.
      5. Make sure that the To field contains a valid e-mail address.

  2. Verify that the correct options are enabled in the E-mail Statements Options window. To do this, follow these steps:

    1. Click Tools, point to Routines, point to Sales, and then click Statements.
    2. In the Print Receivables Statements window, click the lookup button next to the Statement ID field, and then click a statement.
    3. Click E-mail Options.
    4. In the E-mail Statements Options window, make sure that one of the following options is selected:
      • Send E-mail Customer Statements
      • Print and Send E-mail Customer Statements

  3. Confirm the path for the delivery of e-mail statements in the Dex.ini file. To do this, follow these steps:

    1. Open the Dex.ini file in a text editor such as Notepad. By default, the Dex.ini file is in the following location:

      C:\Program Files\Microsoft Dynamics\GP

    2. Locate the line that contains the following item:

      EmailStmtStatusPath= path

      If the "EmailStmtStatusPath" line does not exist in the Dex.ini file, create the file. To do this, use one of the following methods:

      • Manually add the "EmailStmtStatusPath" line to the Dex.ini file. Insert the "EmailStmtStatusPath" line under the "WindowHeight" line.

        For example, the Dex.ini file may resemble the following:

        WindowPosX=184
        WindowPosY=184
        WindowWidth=960
        WindowHeight=559
        EmailStmtStatusPath=c:\users\ *

      • Click to select the Send E-mail Statements check box so Microsoft Dynamics GP will create the "EmailStmtStatusPath" line in the Dex.ini file. To do this, follow these steps:

        1. On the Card menu, point to Sales, and then click Customer.
        2. Click Options.
        3. Click to select the Send E-mail Statements check box. When you do this, you are prompted to enter a path for the delivery of the e-mail statements.

    3. Confirm that the path for the delivery of e-mail statements resembles the following path:

      EmailStmtStatusPath=c:\documents and settings\ user_name \desktop

  4. Verify that a PDF writer that has been tested for use with Microsoft Dynamics GP is installed. Adobe PDF Writer is one PDF writer that has been tested.

  5. Make sure that you use a MAPI compliant e-mail program such as Microsoft Outlook.