Emailing Statements - Some get sent and some dont

[Popkiss]

This month there were 51 customers with a balance on their account and all of them have email addresses set up and the boxes are ticked to allow emailing statements. But, when I highlight all 51 customers, choose my email template and click email. It seems to send them one at a time, but, when I go into Outlook 2010 and check the sent items folder, only 30 have been sent and the other 21 are missing from the sent items folder. For some reason Sage didn't process them. Sage doesn't give any indication that this error occurred and I'm at a loss as to why this would happen when all the information needed is in the data. It's as though Sage doesn't see certain customer accounts.

One thing I did notice: Although we are using an upgrade from an earlier version 8 to Sage 50 Accounts Professional 2012 - The Data Directory is showing C:\ProgramData\Sage\Accounts\2009\company.000\ACCDATA

I'm clutching at straws but that seems odd to me.

Any advice would be very much appreciated!

[brucedenney]

I suspect that the layout is using linked addresses and in the upgrade the default addresses were created but not properly linked so on some customer records there is no linked email address for statements and as a result it is not printing.

If you print them to preview with the same layout are some missing still?

[Popkiss]

Thank you for your reply.

Very interesting Bruce, I never thought to try that. Today, I have 51 accounts showing a balance. Now, instead of trying to email them I chose "print preview" and you're right! It only previewed 31 accounts. So, the other 20 accounts are not being linked. Do you know of any way to link them?

Thank you and regards,
Steve C

[brucedenney]

Try printing some statements using the standard layouts and the ones called 2008 and tell me what happens.

[Popkiss]

Hello again Bruce, When I have all 21 problematic account highlighted and try to run a 2008 statement I get the following message: The report could not be generated. No data was returned for this report.

Thank you and regards,
Steve C

[brucedenney]

Not what I was expecting, the "2008 statement" should have worked and the normal statements come up with error.

Can you confirm that "Whatever layout you use the statements always fail to print, none of them work."

I have had a quick look at the 2008 statement and unless it has been modified in some way it should always print (it will not email as email options are not set up in it).

I am starting to think that you may have a data issue.

Assuming you have checked data and applied all updates as outlined in the "Please do this first post" then check data is missing the error or it is subtle.

The only thing you can do as a user that may help is to run the reindex and compress options.

[Popkiss]

Hello Bruce, I can print the 2008 Statement if I highlight one of the 31 accounts that isn't causing a problem. But the 2008 statement wont preview the other 20 accounts that I'm having problems with.
I have a copy of STATOSA4 which I have modified which will preview the problematic accounts and I have to save the statements as pdf files and manually email them one by one which is not ideal.
I hadn't considered re-indexing because I didn't know if it could cause other issues. Is there a disadvantage to doing it?

Thanks for your help!
Steve C

[brucedenney]

Can you attach both the STATOSA4 which works and the 2008 Statement that doesn't work to a post and I will have a look for you It might be that the 2008 statement has been altered by someone in the past..

You could try altering the STATOSA4 yo have to work with email by following the emailing reports guide

[Popkiss]

JS_EMAIL.layout

STATOSSA4COPT.layout

Hello again Bruce. I think I attached those OK.

Thank you and regards,
Steve C

[brucedenney]

Neither of those are an original 2008 statement.

I attach the one to try here.

[brucedenney]

The filter in your report is incorrect it should be

AUDIT_SPLIT.FOREIGN_AGED_BALANCE <> 0 AND AUDIT_SPLIT.INV_REF NOT LIKE "REVAL" AND COMMUNICATION_ADDRESS.LETTER_TYPE_ID = 4

[Popkiss]

Hello Bruce, Thank you for your reply.
I have amended the report as you suggested and the good news is that the reports that wouldn't send before email perfectly. But, unfortunately the 30 statements that would send before don't anymore. As a workaround I've made a copy of the original report and I'm running the statements in two stages which gets the job done. Once again thank you for your help!
Regards,
Steve C