I have a user who sends out mailings several times a week using a Microsoft Word Mailmerge.

He recently had his physical PC upgraded and we gave him a computer with a fresh install of the same programs he had before.

When the mail merge is accessed everything seems to work fine (selecting the excel list of addresses to send to, specifying the recipient list, and going to send the mail merge we select the e-mail address column as the To list and the format as HTML and select Send)

Once the send button is pressed it shows the working mouse pointer icon temporarily and then nothing.

I check outlook to see if the E-mails sent and there are none listed.

This same process works on another user's computer just fine and will send out the e-mails.

I have attempted the below troubleshooting steps:

I verified that all updates/service packs are installed.

I verified that the AV is listed as "Valid".

I disabled the AV during a test send and it still did not work.

I verified all the settings on both workstations to see if there are any differences and I was unable to find any.

I rebuilt the Outlook Profile.

I uninstalled and re-installed MS Outlook.

I checked to ensure Outlook was the default e-mail program in Default Programs.

I checked to see  that Word is the default HTML program in internet option settings.

I checked to see if there was a 64 bit registry key in place that could cause problems and there has never been any 64 bit MS Office applications installed and so I did not find any.

Plain Text mailmerge works with one caveat.

I get an Outlook pop-up stating "A program is tryign to access e-mail address information stored in outlook. If this is unexpected, click Deny and verify your antivirus software is up-to-date. For more information about e-mail safety and how you might be able to avoid getting this warning click Help" (this pop-up happens for each message that is being sent so a 50 person mailmerge asks 50 times)

And it shows a box where I can select Allow access for a specific time frame (10 minutes or less) and then 3 buttins "Allow" "Deny" and "Help"

Clicking help bring me to MS Office help menu that didn't explain anything close to the problem I was having and did not "HELP"

This is beginning to frustrate the user and I am running out of ideas to fix the problem. My next step was going to be attempt to re-install the OS at this point.

Anyone have any ideas?

Thanks,

Whyitsme84

Hi,

Is this Mail Merge he created before his PC upgrade? If so, will creating a brand new Mail Merge work?

Have you compare the difference between this user and others how didnt have this issue? Was there any setting differences? Will importing others registry key to this users PC solve the issue?

Was there any extra Add-ins in this users PC? Will starting the Mail Merge in safe mode work?

And from the error message, could you please check if the antivirus is up-to-date? And if not, try to update the antivirus for a try.

Hi,

Is this Mail Merge he created before his PC upgrade? If so, will creating a brand new Mail Merge work?

Have you compare the difference between this user and others how didnt have this issue? Was there any setting differences? Will importing others registry key to this users PC solve the issue?

Was there any extra Add-ins in this users PC? Will starting the Mail Merge in safe mode work?

And from the error message, could you please check if the antivirus is up-to-date? And if not, try to update the antivirus for a try.

• Proposed as answer by Chloe WangMicrosoft employee, Moderator Thursday, April 09, 2015 1:33 PM
• Marked as answer by Chloe WangMicrosoft employee, Moderator Monday, April 13, 2015 4:44 AM
• Unmarked as answer by WhyItsMe84 17 hours 57 minutes ago

Hi,

Is this Mail Merge he created before his PC upgrade? If so, will creating a brand new Mail Merge work?

Have you compare the difference between this user and others how didnt have this issue? Was there any setting differences? Will importing others registry key to this users PC solve the issue?

Was there any extra Add-ins in this users PC? Will starting the Mail Merge in safe mode work?

And from the error message, could you please check if the antivirus is up-to-date? And if not, try to update the antivirus for a try.

• Proposed as answer by Chloe WangMicrosoft employee, Moderator Thursday, April 09, 2015 1:33 PM
• Marked as answer by Chloe WangMicrosoft employee, Moderator Monday, April 13, 2015 4:44 AM
• Unmarked as answer by WhyItsMe84 Monday, April 13, 2015 1:29 PM
• Unproposed as answer by Chloe WangMicrosoft employee, Moderator 22 hours 57 minutes ago

Hi,

Is this Mail Merge he created before his PC upgrade? If so, will creating a brand new Mail Merge work?

Have you compare the difference between this user and others how didnt have this issue? Was there any setting differences? Will importing others registry key to this users PC solve the issue?

Was there any extra Add-ins in this users PC? Will starting the Mail Merge in safe mode work?

And from the error message, could you please check if the antivirus is up-to-date? And if not, try to update the antivirus for a try.

• Proposed as answer by Chloe WangMicrosoft employee, Moderator Thursday, April 09, 2015 1:33 PM
• Marked as answer by Chloe WangMicrosoft employee, Moderator Monday, April 13, 2015 4:44 AM
• Unmarked as answer by WhyItsMe84 Monday, April 13, 2015 1:29 PM
• Unproposed as answer by Chloe WangMicrosoft employee, Moderator Thursday, April 23, 2015 8:33 AM

The Mail Merge was created using a different computer/user.

I have not attempted to create another mail merge from his account; I will try this and get back.

I have compared the options/settings from that and another user as I stated above.

Which registry keys would I import? I don't want to go importing keys and have it break something else.

They are not any add-ins on either PC that are different from each other; and as I stated above I have tried starting it in safe mode.

Anti-Virus is up to date; Also I even disabled the Anti-Virus to see if that changed anything, and it did not.

I will try creating a new mail-merge to see if somehow it creates a settings somewhere that will allow it.

Hi,

How was the status now?

For registry, we can always backup the old registry keys and get it back after.

• Edited by Chloe WangMicrosoft employee, Moderator 22 hours 56 minutes ago

Hi,

How was the status now?

For registry, we can always backup the old registry keys and get it back after.

• Edited by Chloe WangMicrosoft employee, Moderator Thursday, April 23, 2015 8:34 AM

After creating a new mailmerge on his system it did not solve the problem.

I was able to log into another computer with the same software on his account and it worked fine.

I'm not sure why that computer is having problems with it when the other has the exact same settings and works.

I haven't had time to look further into it as he has just been logging into that other computer to run the mailmerge when necessary. for now that is a workaround.

What registry keys would I import/change?

I could go from the one that is working and export a bunch of keys and import them into the one that isn't working, but I'd like to know a general idea of which keys as I'm not going to load the entire registry from the other computer.

Thanks,

• Edited by WhyItsMe84 15 hours 5 minutes ago typo

After creating a new mailmerge on his system it did not solve the problem.

I was able to log into another computer with the same software on his account and it worked fine.

I'm not sure why that computer is having problems with it when the other has the exact same settings and works.

I haven't had time to look further into it as he has just been logging into that other computer to run the mailmerge when necessary. for now that is a workaround.

What registry keys would I import/change?

I could go from the one that is working and export a bunch of keys and import them into the one that isn't working, but I'd like to know a general idea of which keys as I'm not going to load the entire registry from the other computer.

Thanks,

• Edited by WhyItsMe84 Tuesday, May 05, 2015 4:29 PM typo

Hi,

Truly sorry for the late response. Let me summarize the issue below, if I misunderstood anything, please let me know:

1. The Merge process itself went smoothly without any error.
2. If Mail Merge using HTML format, click send -> nothing happens, no error, no any action at all.
3. If merged mail is plain text format, click send -> got a security error and along with long response time.
4. This is an issue only occurs on one particular computer.

From the error message itself, looks like a security setting issue, please check Programmatic Access, steps:

To view these settings, do the following:

1. On the Tools menu, click Trust Center.
2. Click Programmatic Access.
3. See if Word/html/txt was allowed to allow there.

 Notes  

##If your computer is managed by a Microsoft Exchange administrator or a Microsoft Windows Active Directory Domain Services administrator in your organization, and the administrator changes the default setting and prevents users from making changes, the option to customize the Programmatic Access security settings will be disabled.

##If your computer is not managed by an Exchange administrator or a Microsoft Windows Active Directory Domain Services administrator, and you are the Windows administrator of your computer, you can change the Programmatic Access security settings. However, this is not recommended.

This article explained the details. Please check from your side and let me know the result. If this isnt the cause, we can check further from other angle. Thank you.