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Errors received when emailing a client from Lacerte

SOLVED•by Intuit•9•Updated December 14, 2023

This article will help to understand when one of the following errors are received, when emailing a client from Lacerte:

  • General MAPI failure.
  • An error occurred while attempting to create the email: not supported [26].
  • Either there's no default mail client or the current mail client can't fulfill the messaging request. Run Microsoft Outlook and set it as the default mail client.
  • An error occurred while attempting to create the email: general MAPI failure [2].

These are general error messages caused by configuration issues or anomalies involving MS Outlook, MS Outlook Express, Internet Explorer, and sometimes anti-virus (security) software. Below are some of the more common solutions.

  1. Go to Screen 1, Client Information.
  2. Scroll down to the Taxpayer Contact Information section.  
  3. In the email address field make sure a valid email is entered and there are no typos.

Steps may vary slightly depending on the version of Office installed:

  1. Open another Office application (such as Paint, Word or Excel).
  2. Create a New Document.
  3. Open the File menu, and choose Share.
  4. Select Email and choose Send as Attachment.

If any issues occur using these steps we know the issue is not isolated to Lacerte and impacts your email application itself. Sometimes repairing outlook can resolve the issue, if that doesn't work you may need to contact your local IT or Microsoft support.

  1. Close Lacerte.
  2. Right-select on the Lacerte icon located on the desktop and choose Properties.
  3. Select the Compatibility tab.
  4. Select the box for Run this program as an administrator.
  5. Make sure Run this program in compatibility mode for isn't selected.
  6. Select OK.
  7. Test sending the client through email again.
  1. Close Lacerte.
  2. In the Windows search type Default Apps and press Enter.
  3. Under Email review the default application choice and make any changes as necessary.
  4. Open Lacerte and test an email again.

By default, Microsoft Office sends emails in a Rich Text format. This can occasionally cause complications. You can change the outbound email format to HTML or plain text to attempt to resolve the issue. See the Microsoft article Change the message format to HTML, Rich Text Format, or plain text for details.

If the issue persists, have your IT professional review the security settings and make any needed adjustments.

Your IT professional should be able to assist you with the advanced troubleshooting below.

  1. Open any PDF document in Adobe.
  2. From the File menu select Attach to Email. If the same error happens, then try the options below:
    • Make sure the Windows user account has full access rights to the Lacerte folders.
    • Turn UAC on or off in Windows.
    • If this issue is happening in a Terminal Services/Citrix/Cloud environment, test all the sections using an Administrator user account or at the server itself.
    • If the issue isn't present using an Admin Account, it's related to the permissions of the user. Review Active Directory group policies and permissions.

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