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QuoteWerks Knowledgebase Topic (Article ID 6805)

Outlook - Unable to Resolve Address

This information applies to :

Article ID
6805

Created/Updated
November 16, 2016

Category


Are you using the most current release of QuoteWerks?
Version 5.5 Build 1
Issue:

When use tries to e-mail out of QuoteWerks using Outlook, they receive the error "Unable to Resolve Address" and the e-mail doesn't send.

Cause 1:

The Return E-mail Address listed on the Internet tab of the Tools -> My Preferences Menu is invalid (it may be missing a portion, like the .com/.net at the end).

Cause 2:

This may also have to do with Outlook's autocomplete trying to resolve the address. If autocomplete has the same name in there twice (i.e. three "Admins" all linking to different email addresses) then when QuoteWerks goes to pass that email over to Outlook, it has a problem resolving the address.


Solution 1:

Adjust the Return Address so it's correct and the issue should be resolved.

Solution 2:

This has do to with Outlook's autocomplete trying to resolve the address. If autocomplete has the same name in there twice (i.e. three "Admins" all linking to different email addresses) then when QuoteWerks goes to pass that email over to Outlook, it has a problem resolving the address.

For example "Admin " may be listed in autocomplete differently -- or multiple times with a different address, i.e. "Admin " vs. "Admin " -- than what you are passing from QuoteWerks. If you go into Outlook, and start a new piece of mail, start typing "Admin" in the TO: field. As it starts to populate the autocomplete, select that one, and delete it.

Another option would be to consolidate how Outlook sees that email component vs. what you are pulling down from your CRM. It may just be easier to delete the autocomplete reference. You may need to change the "Admin" name to "ABC Admin" to differentiate between the different "Admin"'s listed in Outlook's autocomplete.

Once it is deleted, it should push out to Outlook without an issue.


Technical Note:
It has also been noted that this can occur if the same information is found in multiple contacts. For example; if the fax number is the same in two contacts, it will report this error message. Other fields that can cause issues are the company name, phone number, etc. Outlook's integration API seems to take issue with multiple contacts with the same/matching data.

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