Good Morning,


I am helping a user who is experiencing the following mail merge issue. She has a letter that is written in Word 2010 32bit. She has turned it into a mail merge that pulls data from an Access database. The merge populates some user information and then e-mails the user at an e-mail address in the database. It e-mails out as an HTML e-mail through Outlook 2010 which is setup to use an Office 365 e-mail account.

Until last week this was working correctly but now only e-mails about 3/4 of the database table. I've done a number of tests and it seems that the same group of users get skipped every time and never even reach Outlook's outbox. No error message is given. Here is a list of things I have tried, any help would be greatly appreciated.

- I completed the mail merge to print instead of to e-mail and all users merge correctly.
- I verified that the e-mail addresses in the database could be e-mailed manually.
- I had some of the bad entries hand typed out in a new row from scratch with no copy or pasting to verify that there were no extra character and/or spaces in the original row. It still did not work.
- I had several rows copied into an Excel sheet and then used the Excel sheet as the data source and the same entries succeeded and failed as before.
- I checked for similarities between the the bad e-mail addresses that might cause this issues (such as long addresses or periods in the address) but there were no similarities, the were all very different.
- I did all updates on Office and then did a repair of the installation.
- Thinking that maybe there was some error in how the mail merge was moving to each consecutive record, I added a <<Next Record>> at the end of the document to see if this would for the merge to go to each record.
- I replaced the e-mail addresses in the table so that every record had my e-mail address and it worked. I received every e-mail.
- I replaced the SMTP server in Outlook so that it went out through an inhouse smtp server so that I could capture the logs and found that the bad entries even try to send out.

It seems like these specific e-mail addresses are having an issue being passed to Outlook but there is nothing remarkable or unusual about the addresses. Any ideas?

Thanks,
Ryan

Except for the fact you say all the records were output when sending the merge to a document instead of to email, I'd have been inclined to suspect some form of filtering had been added to the mailmerge options.

Does the same mailmerge work from a different user account?

__________________
Cheers,
Paul Edstein
[Fmr MS MVP - Word]

Macropod,

The mail merge does not work from other users in that office.

Thanks,
Ryan

So I was able to get the merge to work for her, but only by creating a new mail profile that only has a single account attached. Her normal mail profile actually has 4 office 365 accounts attached. The new profile with only one account works but stops working as soon as I add additional accounts.

This is a weird one, any ideas out there?

That suggests there's something about one or more of the additional accounts that's causing a conflict and that a change occurred in the last week or so. You'll need to find out what that change was.

__________________
Cheers,
Paul Edstein
[Fmr MS MVP - Word]