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Resolving Email Errors

If an email you’ve sent fails to send from CRM, you will receive a Notification, as per the following screenshot.

An Email Error Notification in CRM

 

A failure notification will also show on the Timeline of the record you were sending the email from.

A failed email on a Quote record

 

Finding the reason for failure

The email will also show in the Calendar & Activity area, where you will be able to get more information about the reason for the failure.

In Calendar & Activity area, make sure you have the columns for Activity and Status showing and then filter these as follows:

  • Activity = Email
  • Status  = Error
  • You can also use the Start Date column to further narrow down the list of emails.

Filtering Activities to show failed Emails

 

Locate your failed email from the list and click to open the record.

 

The specific error message will show at the top of the email record.

Resolving the error

Following is a list of frequent errors and how to resolve them.

Note that if you are using SMTP email, you need to switch to Tall Emu Email as soon as possible.

Failed to generate a list of recipients: The specified string is not in the form required for an e-mail address.

What it means: the email address for either the sender or recipient is improperly formatted, or the email address is missing.

CRM will often display which email address the issue is with by showing it in red. In the following example screenshot, I can see that the issue is with the recipient’s address.

An issue with a recipient’s email address

 

Resolution: check the email address for both the sender AND the recipient to ensure they exist and are valid.

  • To check the recipient email, you will need to go to the associated Contact or Company records.
  • To check your sender email addresses, go to the Users and/or Teams areas in your database.
The specified string is not in the form required for a subject.

What it means: the subject line of the email contains too many characters.

Resolution: shorten the subject line to decrease the number of characters.

Failed to send. Transaction failed. The server response was: 5.2.252 SendAsDenied; [email protected] not allowed to send as [email protected]

What it means: you are still using SMTP and have not properly configured the ‘send as’ permissions for your users.

Resolution: You will need to contact your IT admin to resolve this error for you. You should also move to Tall Emu Email as soon as possible.

Failed to send. The SMTP server requires a secure connection or the client was not authenticated. The server response was: 5.7.0 Authentication Required.

What it means: you are still using SMTP and have not properly configured the integration with CRM.

Resolution: You will need to contact your IT admin to resolve this error for you. You should also move to Tall Emu Email as soon as possible.

Resending the email

Once you have resolved the error, you can click on the Resend button.

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