Few Sage problems sound simpler than:
Unfortunately, that sentence describes the symptom—not the cause.
The document may still be generating. It may not be generating. It may be archiving correctly. It may be failing before the archive. It may work for one user and not another. It may work for one document type and fail for everything else.
That is why we do not start by randomly changing email settings.
First: Did Sage Actually Create the Document?
Before troubleshooting delivery, we want to know whether the underlying PDF or form was created.
If the document never existed, an email problem may actually be a generation, form, path, permission, or archive problem.
If the document exists perfectly and only the delivery failed, that tells us something completely different.
Then: Is the Problem One User, One Company, One Form, or Everybody?
Scope is one of the fastest diagnostic tools we have.
If one user cannot send but everybody else can, we think differently than if every user in every company stopped sending at the same time.
Paperless Office Has a Whole Document Path
- Sage generates the correct report or form.
- Paperless Office creates the PDF.
- The file is stored or archived where expected.
- The delivery settings identify the correct recipient and method.
- The email environment accepts and sends the message.
- The system preserves enough information to tell us what happened.
A break anywhere along that chain can look to the user like: “Sage did not email it.”
That Is Why We Follow the Document
Which document? Which company? Which user? Which recipient? Was a PDF created? Was it archived? Did Paperless Office record electronic delivery information? When did it last work? What changed between then and now?
Upgrades Are an Obvious Change Point
A Sage 100 upgrade can touch workstation components, forms, server paths, permissions, email configuration, and surrounding infrastructure.
Email Changes Outside Sage Matter Too
Paperless Office can be configured perfectly and still depend on an external email environment that changed around it.
We do not assume the problem is inside Sage simply because Sage is where the Send button lives.
Sometimes the Archive Tells You More Than the Error
Sage documents viewers for supported Paperless Office forms that can retain information about the file, user, date, source, archive status, and whether electronic delivery occurred.
If yesterday's invoice exists and shows delivery information but today's invoice does not, we have a comparison.
Do Not Fix Five Things at Once
We prefer controlled troubleshooting: observe, isolate, change, test.
“It Stopped Emailing” Is Enough to Call Us
Give us the document that should have gone out, who tried to send it, what happened instead, and roughly when it last worked.
We can start there.