Fix Sage 50 Email Error: An Unknown Error Occurred Connecting to the SMTP Server

When using Sage 50 to email invoices, statements, or reports, you encounter the message: ‘An unknown error occurred connecting to the SMTP server,’ and then you are unable to proceed. The problem is experienced by many users of the Sage 50 product because the software is unable to connect to the outgoing mail server. This issue will prevent your business from sending crucial emails via Sage 50. The positive thing is that it is normally easy to correct once one knows what is happening.

This article explains the meaning of the email error, its causes, and how to resolve it in stages. We will also discuss the ways of ensuring that it does not occur again in the future.

What Does the Sage 50 Email SMTP Error Mean?

SMTP (Simple Mail Transfer Protocol) is the name of the protocol under which the email software transmits outgoing emails. When an email is sent using Sage 50, it uses the SMTP server of your mail provider to send that email.

In case Sage 50 is not connected to the SMTP server, the software displays the following message:

An unknown error has occurred in connection to the SMTP server.

Unknown error is merely a term used to define the fact that Sage 50 does not know exactly why the connection was unsuccessful. Nevertheless, the reason is nearly always among the few persistent issues, like erroneous settings, authentication issues, or unavailable network connectivity.

This guide explains the causes and fixes for this Sage 50 email error. You’ll also find out when to contact Sage 50 Support experts at AccountsPro for quick remote help.

Main Causes of Sage 50 not connecting to the SMTP Server Error

We will consider the most frequent causes that Sage 50 will fail to connect to the SMTP server.

Incorrect SMTP Settings

In case you have entered a wrong SMTP server name, port number, and/or type of encryption, you will not be able to send your emails with Sage 50. Here, an example is Gmail, where smtp.gmail.com is used with port 465 (SSL) or port 587 (TLS). In case you enter the incorrect port or forget to make an encryption, Sage 50 will not connect. Review your settings with your email company. Any little typing mistake or an old-fashioned background can cause this error. Learn more about Sage 50 email settings setup to ensure your SMTP configuration is correct.

Wrong Email Credentials

If you have recently changed your email password or activated two-factor authentication (2FA), Sage 50 may be attempting to use your previous password to log in. Once that occurs, the connection will be rejected by the SMTP server, and Sage will display the message of the unknown error. Always ensure that Sage 50 is updated with the latest email logins.

SMTP Authentication Disabled

Basic authentication has been switched off by some email services, notably by Microsoft 365 and Exchange Online, due to security risks. This is to say that older applications, such as Sage 50 cannot use the login to send email messages unless SMTP authentication (SMTP AUTH) is enabled. This is an option that you or your IT manager can verify in your Microsoft 365 administrator. When SMTP AUTH is turned off, Sage will not be able to send the emails.

Firewall or Antivirus Blocking the Connection

Security software can be used to prevent Sage 50 from connecting to the SMTP server, such as firewalls, antivirus software, or even Windows Defender. As an illustration, the firewall may prevent the program from using port 587 or 465, which are necessary for sending emails. In case you suspect this, then first of all, when testing, disable your firewall or your antivirus (only temporarily, do not worry) and again attempt to send an email. Assuming it is successful, you should know that the firewall should be adjusted to permit Sage 50.

Outdated or Incompatible Outlook Version

Email errors can also be due to compatibility problems when using Microsoft Outlook with Sage 50. Certain editions of either Outlook or Windows do not fit well with older versions of Sage. Ensure that you are using a version of Sage 50 that is compatible with your version of Outlook. The possibility of running both as an administrator may also help avoid permission-related errors.

Related topic: Sage 50 Outlook integration error fix

Network or Server Problems

The issue is not always with Sage 50. In the event that you have a shaky internet connection or the SMTP server of your email provider is temporarily unavailable, the software will fail to connect. You can test this by attempting to send an email to yourself with your standard email program. And then even that fails, the problem is with the email server, and not with Sage.

How to Fix An Unknown Error Occurred Connecting to the SMTP Server in Sage 50

After understanding the causes, we should go through the exact steps to resolve them. Conduct these in ‌order.

Step 1: Verify Your SMTP Settings

• Go to Maintenance in Open Sage 50 > Email Setup.
• Select the choice of a webmail account (if possible).
• Type information on your email provider’s SMTP server.
  • Gmail: smtp.gmail.com, Port 465 (SSL) or 587 (TLS)
  • outlook/office 365: smtp.office365.com, Port 587 (TLS)
  • Yahoo: SMTP.mail.yahoo.com, Port 465 (SSL)
• Make sure that your email and password are accurate.
• Now, save the settings and send a test email.

Refer to our step-by-step guide on Sage 50 SMTP settings.

In case of the failure of the test email, proceed to the following steps.

Step 2: Update or Re-enter Your Credentials

In case you have recently changed your email password, it will have to be re-typed in Sage 50.

Moreover, when your e-mail service is equipped with a two-factor authentication option, you may receive a notification to create an app password that can be used only with Sage 50.

By way of illustration, people who use Gmail can set up an app password in their Google Account settings. Insert that password instead of the current one in Sage ‍‌50.

Step 3: Enable SMTP Authentication (for Microsoft 365 Users)

In case you are using Microsoft 365 or Exchange, ensure that the mailbox has SMTP AUTH.

• Enter into Microsoft 365 Admin Center.
• Go to the user area, select Active Users, and then select your email account.
• Select Mail > Email Application Management.
• Check if Authenticated SMTP is turned on.
• After it is enabled, retest it in Sage 50.

Step 4: Run Sage 50 as Administrator

In other cases, Sage 50 lacks the permissions to access both Outlook and the internet. Executing it in the persona of an administrator corrects that.

• Close Sage 50 completely.
• Right-click the Sage 50 icon.
• Select Run as Administrator.
• Do the Same with Outlook when you use it with Sage. Thereafter, attempt to resend the email.

Step‌ 5: Check Your Firewall or Antivirus

In case Sage 50 still fails to connect, then there is the possibility that your firewall or antivirus software is blocking it.

• Disable your antivirus and firewall for a little while.
• Repeat the email sending ‌operation.
• If it works, then you can turn on your security program again and add Sage 50 to the exception list or allow list.
• Make sure that the ports 465, 587, and 25 (depending on your email provider) are not blocked.

Step 6: Verify Your Internet and SMTP ‌Server

• Test a mail using a standard email program such as Outlook or your web browser.
• In case the email does not go through, then the SMTP server is possibly offline, or your network may be blocking email.
• Then, get the assistance of your email provider or network administrator, in this case.

Step 7: Test with a Default Sage Layout

Sometimes the mistake made will be due to a corrupted or tailor-made layout (invoice, statement, etc.) within Sage 50. To test this:

• Click on the report or invoice you would like to e-mail.
• Select a default Sage layout as opposed to a custom layout.
• Try sending the email again.

Your own layout might be the issue, in case it works. You need to re-create it or revert to a standard version.

Step 8: Repair or Reinstall Sage Email Writer

The Sage 50 Email Writer is a minor aspect that assists the software in sending emails. You might experience SMTP errors in case it is damaged or old. To fix it:

• Close Sage 50.
• Select Control panel/ Programs and features.
• Find Sage 50 Email Writer.
• Click on Repair (if necessary, uninstall and reinstall).
• Restart your computer and wait for some time.

Step 9: Update Sage 50 and Outlook

• Compatibility problems may also be caused by old software.
• Update Sage 50 Software: In Help, choose Check for Updates.
• Ensure that your Outlook and Windows are also up to date.
• Major updates will usually contain corrections to the familiar email problems.

Step 10: Contact Sage Support or Your IT Department

When all the steps are not working, then one should seek the assistance of Sage technical support or your IT administrator. Provide them with:

• The exact error message.
• The version of Sage 50 and Outlook is currently in use.
• Your settings and port numbers of the SMTP server.
• Any new modifications to your email or security.
• This will assist them in diagnosing the problem at a quicker rate.

How to Prevent Sage 50 Email Errors in the Future

After you troubleshoot the problem, you will not want to be reminded of it. The following are some of the best practices to ensure that your email is compatible with Sage 50:

• Keep your software up to date: Always update Sage 50 and Outlook.
• Use app passwords: Provided that your email company has multi-factor authentication, use a special app password in Sage.
• It’s‍‌ recommended to always verify the SMTP settings: In case of any changes in your email provider in terms of server or the security policy, make some changes in Sage 50.
• Whitelist Your firewall) Sage 50: Add Sage 50 and its email parts to the antivirus and firewall exceptions.
• Avoid editing layouts if there is no need for it: In case of customization of invoice/statement layouts, make sure to test them first and then apply them in the live mode.
• Run Sage 50 as Administrator: This staves off permission-based email failures.
• See the updates of your email provider: There are cases in which Microsoft, Google, and others disable old authentication methods without giving notice. Stay informed.

Learn how to maintain your Sage system and prevent sync issues with the Sage 50 upgrade issues guide.

Conclusion

Directly invoicing and statements in Sage 50 saves time and keeps your records in order, but only when things run smoothly. The SMTP error of connection is frustratingly simple and is nearly always fixable with some careful checks. To maintain the flow of email messages, it is important to ensure that Sage 50 has the most recent email credentials, software, and security settings. In case you experience any issues with all of the above, there is no need to panic; feel free to contact Sage 50 technical support or consult your IT professional. They can identify certain problems in configuration that would otherwise go undetected through the user interface.

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