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Outlook 2013 / Hosted Exchange 2010 emails in sent items, never actually sent

Posted on 2014-10-01
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Last Modified: 2015-08-05
Hi Experts,

i have a random issue when sending bulk emails are appearing in the 'Sent Items' folder, but never actually getting sent.  We're using Outlook 2013, connecting to a Hosted Exchange 2010 server.  The Outlook account is cached (6 months), and only happens with 1 or 2 emails when sending approximately 80 emails (invoices) through Reckon Accounts Premier 2014.
When i log onto OWA for the Exchange account, the emails don't appear in the sent items.

Has anybody seen this issue??  It's very frustrating, as we have to check every email and cross reference if it was actually sent.  Any assistance would be greatly appreciated.
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Question by:mgordon-spi
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Expert Comment

by:Gareth Gudger
ID: 40356223
Your hosted Exchange provider may have a Throttling Policy that dictates how many emails you can send in a given time. Or, how many recipients can be on each email.
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Expert Comment

by:Dash Amr
ID: 40356230
From What I gathered it possibly  a Reckon Accounts Problem, please have a look at this forum,

https://community.reckon.com.au/reckon/topics/we_are_unable_to_email_payslips_directly_from_reckon_hosted_we_are_able_to_email_invoices_purchase_orders_etc_but

and some have suggested whats in this link hope it helps

http://kb.reckon.com.au//issue_view.asp?ID=3757
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Author Comment

by:mgordon-spi
ID: 40356282
Thanks for the quick replies.  Unfortunately Gareth, we can wait a day for this email to sync / send and it never does.

Dash i was thinking it might be Reckon, but didn't know where to start.  Thank you for the insight, i'll do some testing this afternoon to see if we can nut out a corrupted email contact etc.
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Author Comment

by:mgordon-spi
ID: 40356308
I've just done some further checking.. From the sounds of that Article, the email just doesn't send?? With my issue, I'm still getting email in my sent items in Outlook (cached).  Emails don't appear in OWA sent items.  Exchange / Smart Host (Fortinet) logs don't show any existence of the email being sent.
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Expert Comment

by:Dash Amr
ID: 40358217
maybe try to send a test to yourself see if you gonna receive it or not. and let us know

have a look
https://community.reckon.com.au/reckon/topics/email_logs

Possible trouble Shooting Steps
http://bookkeepingaccountingsoftware.com.au/blog/82-reckon-reckon-quickbooks-unable-to-send-your-email-to-outlook-possible-solutions

And Finally to confirm what I expected Reckon Accounts Hosted  will not let you see the emails in your Sent Items folder - Workaround it from their page :)

https://community.reckon.com.au/reckon/topics/keep_sending_5_copies_of_same_invoice_is_there_a_pop_up_option_that_says_you_sent_it

and herein below Step by step Guide on how :)
http://www.sleeter.com/blog/2011/07/quickbooks-email-options/

Hope this helps

Cheers
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Expert Comment

by:Dash Amr
ID: 40362874
did You get a Chance to look at it :)

Cheers
Dash
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Accepted Solution

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mgordon-spi earned 0 total points
ID: 40364785
Hi everyone,
sorry for the late reply.  I've done some testing with a lab setup, and found that it's actually a Microsoft Exchange 2010 issue.  I only found this out over the weekend after another client was having the same issue but using a different program to perform mail outs (ruling out QuickBooks).  After applying Exchange 2010 SP2 CU 6 the offline / online folders were synchronized and emails were sent correctly.   Appreciate your help with this issue!
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Author Closing Comment

by:mgordon-spi
ID: 40915005
answered my question and solved the problem
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Besides backup, any IT division should have a disaster recovery plan. You will find a few tips below relating to the development of such a plan and to what issues one should pay special attention in the course of backup planning.

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