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Error 401 email sending (Microsoft accounts)

Daniel
  • Updated

Symptom of the error

Since 04/08/2025 some EQ and EQ Flex users may experience the below error message when sending emails via EQ or EQ Flex using Microsoft email accounts.

 

The error message is:

Final Stage Error: Response status code: 401

 

The full error is shown below.

 

Resolution

2 steps are required to resolve this error:

  1. An upgrade is required
  2. You need to re-authorise your Microsoft email account to re-send through EQ

 

Step 1 Upgrade: EQ users (desktop computers/local servers)

  1. Download the latest EQ version 17.13.7315 here.
    Follow these instructions to install from a download link.
  2. Follow the steps below to re-authorise your Microsoft email account


 

Step 1 Upgrade: EQ Flex users (and EQ hosted by Cyncly)

  1. Start a new live chat and request your version of EQ Flex is upgraded to the latest version (18.2.7315 or above).
  2. Follow the steps below to re-authorise your Microsoft email account

 

 

Step 2: Re-authorise your Microsoft email account

Once upgraded follow these steps:

For company-wide email accounts (everyone sends via the same email)
 

  1. Open EQ and go to System Config.
  2. Click Email.
  3. Click Reset MS at the top right. This resets your authorised email account.


     
  4. Click Update to save and close System Config.
     

For individual users' email accounts
 

  1. Open EQ and go to Users under the System Config button.
  2. Click a username and click the Additional Info button.
  3. Go to the Email/Text tab and click Reset MS on the right. This resets your authorised email account.


     
  4. Click Update on each User window to save and close user settings.

 

When you next send an email via EQ, you will be prompted to authorise your Microsoft account again (one time) and then this and future emails will send successfully.

 

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