Unable to email message with attachment > File cannot be saved Microsoft 365

MJA Updated by MJA

If, when creating a message from a document or sending a message with an attachment, you receive a message stating that this cannot be done because the file cannot be saved, Newbase cannot find where the file should be saved.

For your information: when you create a message from a document, the document is saved as a PDF in the location you have specified on SharePoint. When you send the message, this document is retrieved again from SharePoint. This location is linked to Newbase.

Newbase does not have access to your Microsoft 365 environment, except through the link. So management of the Microsoft 365 environment is in your own hands, or those of an external IT administrator.

Follow the steps below (or have your internal application administrator do so) to find out where the problem lies.

Step 1: Check user authentication

Check the Microsoft 365 authentication of the user linked to the message. Click here for more information. It may be that you yourself are linked to the message as the sender, but it may also be that a template has been used that is linked to another user, for example, the finance department. So check which user is linked to the message and check that user's authentication.

Step 2 Test separate message without attachment:

Create a new separate message (with the same user) without an attachment, and send it (module message > new > addressed to yourself or a colleague > send). If this works, then the Microsoft authentication for this user from Newbase to Microsoft is correct.

Step 3 Test separate message with attachment:

Now attach a random attachment to that message and send it. This is where things may go wrong.

Interim conclusion: Microsoft authentication from Newbase is correct, because emailing works, but there is no access within SharePoint to the path where the attachment should be saved. In all likelihood, the user in question has no or insufficient rights to the relevant location within SharePoint. Newbase cannot access your Microsoft environment, but we can try to see where there is and is not access based on the options we have.

Step 4 Check linked location:

To check where files are stored, go to the company module > Microsoft 365 tab (if you do not have access to this, ask your application administrator) > “COMPANY MICROSOFT 365 SHAREPOINT PATH SETTINGS” widget. For each module, you will see the set path, consisting of a Site, Drive, and Path with the folder ID.

Check whether there is access to the Site, and if so, then the Drive and, if successful, the Path. To check access, click on the icon to the left of the site, then click on ‘information’ (you can also check, which gives slightly less information in the dialog). If access to the Site is correct, also check the Drive and finally the path.

The conclusion is usually that the user's rights on Microsoft Sharepoint are not set correctly for the account in question. Microsoft Sharepoint is a completely separate environment and has nothing to do with Newbase. Newbase only links to it and can execute a limited number of commands via the API, but other access or management is impossible for Newbase employees. You will need to resolve this via the administrator of the Microsoft365 environment, and it is expected that everything will then work properly from Newbase.

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