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Level 1

Cannot send invoice by email

Converting from QB Simple Start to Desktop Pro 2017.  Trying to email invoices and keep getting an error:  We are unable to connect to the email server for your email provider.

My email server is RoadRunner (via my local cable company) and this info was carried over from the Simple Start version but I can't figure out why it won't work in Pro version.  (Not real tech savvy here.)  I also tried adding an Outlook email address I have and still get the same error message.

Solved
Best answer 12-10-2018

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Level 7

Is your RoadRunner set up like this?ISP = ROADRUNNER...

Is your RoadRunner set up like this?

ISP = ROADRUNNER     SMTP SERVER = smtp-server.sc.rr.com     SMTP PORT = 587


Also, which Outlook are you using?

View solution in original post

41 Comments
Highlighted
Level 7

Is your RoadRunner set up like this?ISP = ROADRUNNER...

Is your RoadRunner set up like this?

ISP = ROADRUNNER     SMTP SERVER = smtp-server.sc.rr.com     SMTP PORT = 587


Also, which Outlook are you using?

View solution in original post

Level 1

So I've been emailing invoices everyday with no problems....

So I've been emailing invoices everyday with no problems. Today I generated and invoice and tried to email it to my customer, of course it asked me for my password, I put in my password and it gave me the screen to click send, which tells me that my password was correct. Now when I click send a message pops up saying:

We were unable to connect to the email server for your email provider.

This can happen for the following reasons:

You are not connected to the internet or your firewall is blocking the connection

Your email server settings are incorrect

You entered an incorrect email address or password

Please select the correct option below to continue.

MY OPTIONS ARE:

Change Password                Retry                Cancel


Well it's not my password, internet connection, firewall or email address, so I'm thinking it's my server. So now what? 

Level 1

I am having this problem too!!

I am having this problem too!!
Level 1

I was using a Yahoo account but I read ppl were having tr...

I was using a Yahoo account but I read ppl were having trouble.
So I made myself an account through Outlook. Than I went to QB clicked on Preferences, clicked on my email than clicked edit and changed my email with my new one that I created on Outlook. Than I changed server info.
And that fixed my problem.
Level 1

I have the same problem several times.  I found an answer...

I have the same problem several times.  I found an answer where I had to go into settings somewhere and delete some files, but I can't find that response again.  I've spent too much time trying to fix this.  Anyone see that answer anywhere?
Level 1

Me too - just upgraded to QB2018 Desktop two weeks ago an...

Me too - just upgraded to QB2018 Desktop two weeks ago and this is the first time trying to email invoices.  Same error message and NOTHING else has changed - internet or email.  Help?  What can I do?
Level 1

Re: So I've been emailing invoices everyday with no problems....

Same problem. Worked fine the week before, using my yahoo email address, now I'm getting the same message you are. Very frustrating.

QuickBooks Team

Re: So I've been emailing invoices everyday with no problems....

I'm glad you reached out to us, Jenn67.

 

Let me help get rid of the error message when trying to send invoice via email.

 

This error which is normally seen on Yahoo email address can be resolved by following a couple of troubleshooting steps. Let's start with updating your QuickBooks Desktop to the latest release.

 

Here's how:

  1. Go to the Update to the Latest Release page.
  2. Make sure your product is selected. If not, click the Change link and select your QuickBooks product.
  3. Click the Update button to download the update file.
  4. Click Setup Automatic Updates to learn how to set QuickBooks to automatically download and install the latest updates.

Otherwise, you can check the settings in the web mail preferences

  1. Go to Edit menu.
  2. Click Preferences.
  3. On the left pane, choose Send Forms.
  4. Under My Preferences, select the email account you are using and click Edit.
  5. In the Edit Email Info screen go to the SMTP Server Details section and set the server name and port to your email provider settings.

You can refer to Set up your email service in QuickBooks Desktop for a list of SMTP Server and Ports.

 

I've got you an article for additional troubleshooting options on how to resolve the error: Could not connect to the email server.

 

That should keep you up and running. If there's anything I can do for you or questions about emailing invoices, just drop me a comment below. I'm always around to help.

Level 1

Re: Cannot send invoice by email

Here's my fix! If your sending port is 465 try changing to 587. Many servers use this instead. Use port 587 and see if that works - it worked for me after hours of frustration! 

QuickBooks Team

Re: Cannot send invoice by email

Hi, @B3BS.

 

I'm glad you were able to resolve the issue of sending invoices. Thank you for sharing the solution that works on your end. This would surely help others who might have the same problem.

 

If you need anything else, please let us know. The Community is here to help. Thanks for dropping by. Cheers to your success!

Level 1

Re: Cannot send invoice by email

Where do I change the port?

Moderator

Re: Cannot send invoice by email

Thanks for joining in on the thread, laa13.

 

Once you've already verified your ISP (Internet Service Provider) and the Port information, we can set up the web mail through the Preferences. Let me show you how:

  1. Click the Edit menu at the top and select Preferences.
  2. In the Preferences window, select Send Forms on the left menu.
  3. Go to the My Preferences tab and select Web Mail.
  4. Click the Add button and enter the Email Information.
  5. Select OK.

You can also use this article for reference: Set Up Email Service.

 

We always got your back if you need more help with this.

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Level 1

Re: Cannot send invoice by email

I have done all this is there any other way to get this to work?

QuickBooks Team

Re: Cannot send invoice by email

Hello, @jrweldfabmachine,

 

I appreciate you performing those steps provided by my colleagues to fix the issue. 

 

The data in your file might be damaged, that's why you're unable to set up your email service. Repairing the software is next solution to this matter.

 

Before proceeding, it's recommended that you create a backup to protect your file from data loss. Then, restart your computer to close other programs.

 

To run the repair:

  1. Click Start, then select Control Panel.
  2. Click Programs and Features, then select QuickBooks.
  3. Click Uninstall/Change.
  4. Select Continue, then Next.
  5. Select Repair, then click Next.
  6. Once the repair is complete, make sure to download the latest QuickBooks release when opening the program.

Please check out this link for more details with the solution given above: Fix QuickBooks Desktop (Windows).

 

Let me know how this goes by leaving a comment below and I'll get back to you.

Anonymous
Not applicable

Re: Cannot send invoice by email

We were able to resolve our issue but the error message we were originally receiving did not list anything about our anti-virus causing this problem. We were not able to send email invoices after we updated to Quickbooks Desktop Pro 2019 and went through every possible step until we called into QuickBooks and they said it may be from our Avast anti-virus. Following are the steps that we took that enabled us to resolve this issue.
 
Error: QuickBooks is unable to send the email since your anti-virus has blocked outgoing emails

An anti-virus program (Avast, AVG, etc.) may be blocking outgoing emails if you encounter this error message when sending an email from QuickBooks.

QuickBooks is unable to send the email since your anti-virus has blocked outgoing emails.

To resolve this, edit the QBW.ini file.

  1. Open QuickBooks Desktop.
  2. Press F2 (or Ctrl+1) then F3 (or Ctrl+2) on your keyboard to open Tech Help Window.
  3. On the Open File tab, select QBW.ini file from the list, then select Open File.
  4. Add the entry:
[QBWEBMAIL]
CUSTOM_CERT_ENABLE=1
  1. Save the changes.
  2. Close and restart QuickBooks.
Moderator

Re: Cannot send invoice by email

Greetings, @Anonymous.

 

I'm happy to know that you were able to resolve this issue. Thank you so much for sharing the detailed steps you've done to get this working.

 

Posting this in the Community will definitely help other users to use this as an additional solution if they get the same error.​

 

Also, let me thank you for being a part of our QuickBooks family. Please post again should you have any other concerns. I'll be here to help. Cheering you to continued success!

Level 1

Re: Cannot send invoice by email

 
Level 1

Re: Cannot send invoice by email

I've tried this but I get to "select QBW.ini file from the list, then select Open File" and cannot find [QBWEBMAIL]  What do I do now?

 

QuickBooks Team

Re: Cannot send invoice by email

Hi there, @lukesgirl0703.

 

Thanks for reaching out and performing the steps shared above. I’m here to provide some additional clarification.


You won’t find the [QBWEBMAIL] CUSTOM_CERTC_ENABLE=1 on the opened QBW.INI. The instructions provided by @MNS1 ask you to add and save the entry in order to send email without any issues. 


Let’s try performing the steps once more and follow the screenshots below:

  1. Open the Tech Help window by pressing F2, then F3 on your keyboard.
  2. Choose the Open File tab. (See screenshots)
  3. Look for QBW.INI and select it from the list.
  4. Select the Open File button on the right-hand side of the Open File window.
  5. Change [INSTALL_NEW] to [QBWEBMAIL]
    CUSTOM_CERT_ENABLE=1.
  6. Click File, then Save.

 

 

 

Once done, close and reopen the program. You should now be able to email your transactions in QuickBooks.

 

Check out this article for more information: Error: QuickBooks is unable to send the email since your anti-virus has blocked outgoing emails.


That should get you pointed in the right direction. Let me know if this works out for you or you need anything else, I’m more than happy to help. Take care and have a great day!

Level 1

Re: Cannot send invoice by email

I am not able to send invoices by email. I am using yahoo web. This stopped on April 9,2019

QuickBooks Team

Re: Cannot send invoice by email

I can help you get your invoices emailed, ann6.

 

I have checked these reported issues in our list of ongoing investigations and didn't find any similar ones. In the meantime, we can perform a few troubleshooting steps to fix this. 

 

Here's how:

  1. Let's make sure that QuickBooks is in its latest release
  2. Then, let's check the email preferences if it was set up correctly. 
  3. From the Edit menu, select Preferences.
  4. Choose Send Forms on the left panel. 
  5. Under My Preferences tab, select the email account you're using.
  6. Click Edit
  7. In the Server Name field, make sure the server name matches your email provider's settings
  8. Change the name and then click OK
  9. Then, email the invoices again. 

After setting up these preferences, and you're getting an incorrect password error message, please follow the steps in this article to help you resolve it: QuickBooks will not accept my web mail password

 

Reach out to the Community if you have additional concern. 

 

 

Level 2

Re: Cannot send invoice by email

Same issue. I recently updated to QB Desktop Premier.

 

All looks good but when I try to send an invoice with the link to pay, I get an error message asking me if I want to send it without the link. Well that stinks and you guys are not getting your cut of the invoice, One would think you would fix this immediately, if not sooner.

 

You want me to fix my email in the Send Forms window but I use Outlook and that is the only choice I have. There is nothing to change like your screen shot above.

 

I tried to change the port setting in the outgoing settings of Outlook and all I get is another error message. This all started when I updated QB.

I need to get paid. Help me.

QuickBooks Team

Re: Cannot send invoice by email

Thanks for joining this thread, @danallan.


Allow me to join the conversation and provide some information about this issue.


I’ve checked with my tools and it shows there’s an investigation about QuickBooks unable to send emails via Outlook (INV-0671). Our engineers are currently investigating the cause and working towards finding a solution to get this feature working again.


I want to ensure you’re in the loop to the resolution status. However, verifying an account requires collecting of personal information.


Since the safety of your company data is our top priority, I suggest contacting our Technical Support Team. They can add your name to the notification list to receive email updates.


In the meantime, let’s try performing some steps to help you get back on track. First, make sure that  QuickBooks is not running as the administrator.


To check:

 

  1. On your desktop, right-click beside the QuickBooks icon.
  2. Choose Properties, then go to the Compatibility Tab.
  3. Unmark the box for Run this program as Administrator.
  4.  If the Run this program as Administrator option is grayed out, select the "Show Settings for All Users" first.
  5. Click on OK.

Once done, restart the software. If you continue to receive the error message, I suggest following the resolution steps in this article and proceed directly to Solution 2: 

QuickBooks is unable to send your email to Outlook.

 

I’ll update this thread once the permanent resolution is available.


Thanks for your patience while we’re looking into this. Reach out to me if you have additional questions about the product. Please know I’m always here to help.

 

Level 2

Re: Cannot send invoice by email

I did that. Still cannot send. I have to send invoices via Paypal until this is fixed. QB is losing money...

 

Thanks for your reply. Any more help would be appreciated.

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