When trying to email a Word Template you get the following message: An unknown error has occurred

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When trying to Email a Word Template in Microsoft Dynamics GP we have seen users encountering following message:

An unknown error has occurred

When you open Outlook you also see a blank message in the Outbox folder with only the Subject populated.

We have seen 2 main causes for this issue.

1. The option for ‘Use Cached Exchange Mode’  is not enabled in Server Settings.  If this is the case you can do the following to Enable this:

Outlook 2010
a. Go to File | Account Settings | Account Settings.
b. On the Email tab highlight your Email Account and click the Change button.
c. On the Server Settings window check the box for ‘Use Cached Exchange Mode’ under Server.
d. Restart Outlook.

Outlook 2007
a. Go to Tools | Account Settings.
b. On the Email tab highlight your Email Account and click Change.
c. On the Microsoft Exchange settings window click ‘Use Cached Exchange Mode’ under Microsoft Exchange Server.
d. Restart Outlook.

2. I was also made aware by a colleague that we discovered an Add-in in Outlook that was causing an issue for a Customer.  This Add-in was called PDMOutlook.dll and once this was disabled the duplicate email was no longer found in the Outbox folder in Outlook.

To check your Add-ins you can do the following:

Outlook 2010
a. File | Options | Add-ins.
b. Click COM Add-ins and click Go.
c. Uncheck the box to make the Add-in Inactive.
d. Restart Outlook.

Outlook 2007
a. Go to Tools | Trust Center | Add-ins.
b. Click COM Add-ins and click Go.
c. Uncheck the box to make the Add-in Inactive.
d. Restart Outlook.

I hope this helps!

Andy S.