Troubleshoot email and PDF issues
Description

If you're using Microsoft Outlook, when you try to email or export reports to PDF from Sage Payroll, an error message may appear. This can be due to environmental settings.

Cause
Resolution

Check your version of Microsoft Outlook


Check Run as administrator settings

  1. Close all software, right-click the Outlook shortcut then left-click Properties.
  2. Click the Compatibility tab, check if you've selected or cleared the Run this program as an administrator checkbox, then click OK.
  3. Right-click the Sage software shortcut then left-click Properties.
  4. Click the Compatibility tab. Set Run this program as an administrator to be the same as Outlook, click OK.

Check that Sage Payroll can access Microsoft Outlook

  1. Close all Microsoft Outlook windows.
  2. Open your software and log in to a payroll as normal.
  3. From the menu bar at the top of your window, click Help then click System Information.
  4. Under Support Homepage, click the option Send to Support
    • If a new Outlook email window appears with two attachments, Microsoft Outlook has been configured correctly.
    • If nothing happens or an error appears, contact your IT support for further assistance.

Set Outlook as the default mail provider

  1. Press the Windows key + R, type control /name Microsoft.DefaultPrograms then click OK.
  2. Click Set your default programs.
  3. Click Outlook (desktop), then click Set this program as default then click OK.
  4. Right-click any file on the computer, for example, a Word document, click Send To then click Mail Recipient.
    • If a new Outlook email window appears, the default mail provider is now set to Outlook
    • If nothing happens or an error appears, Outlook isn't set as the default mail provider. Contact IT for a repair install of Microsoft Outlook

Install any Windows updates

Ensure that you check for, and install, any required Windows updates.
  1. Close all software, including Sage Sage Payroll.
  2. Press the Windows key  + R.
  3. Type wuapp then click OK.
  4. Click Check online for updates from Microsoft Update.

    Follow the instructions to download and install any available updates. For further assistance with this, contact your local IT support

  5. Restart your computer and log on as a Windows administrator.

    If you're unsure about how to log on to your computer as an administrator, contact your local IT support.

  6. Repeat steps 2 to 5, until there are no further updates to install.

Re-install the Sage PDF driver

  1. Open Sage Payroll and log into a payroll as normal.
  2. On the menu bar, click Help then click System Information.
  3. Click the Program Directory link.
  4. Open the folder, PDF.
  5. Double-click the file, Install.exe then click OK when prompted.

Check the Sage PDF Printer is assigned to the NUL port

  1. Press the Windows key + R.
  2. Type control printers then click OK.
  3. Right-click Sage PDF Printer 5.50, then left-click Printer Properties.
  4. Click the Ports tab.
  5. Ensure the NUL check box is selected. If it's not, select it now then click Apply.
  6. To close the Sage PDF Printer 5.50 Properties window, click OK.

If the issue still occurs

Contact Sage technical support or your Sage-accredited business partner for further assistance. 

Steps to duplicate
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