Salesforce For Outlook – Fixing the Toolbar

Salesforce For Outlook – Fixing the Toolbar

Update – 9/13/2018: An update to Microsoft Office breaks the Salesforce toolbar visually and causes it to go to the left side of the screen. In some cases, it’s all white but does not function properly after installing Office365 Business v1808 16.0.10730.20088 using Salesforce toolbar 3.2, and 3.4 in our testing. I found this broke the Mimecast toolbar as well and likely other add-ins for Outlook.

The workaround is to go into File -> Options -> General -> User Interface Options (header) -> Select Optimize For Compatibility and restart the application.

Note: This option doesn’t appear unless the user is on the broken version. I’ve found it did not exist in v1807 so you won’t find it if it’s an unrelated issue. Also when you first open the Options window it’s about 25% scrolled down. You have to scroll up to see this option.

If that doesn’t work try to roll back to Version 1807 (Build 10325.20118) using this process to run the command which can both upgrade and downgrade despite using the word update. If you run the command below it will check for Updates and roll you back to a version that fixes this issue. I’ve also seen it fix an issue where ‘Add Contact’ form is not loading or displaying properly.

Rollback:

officec2rclient.exe /update user updatetoversion=16.0.10325.20118

(Remember to disable Automatic Updates under File -> Office Account -> Update Options -> Disable Updates).

A fix from Microsoft is forthcoming based on my discussion with tech support but nobody knows when that’s coming down…


Salesforce For Outlook is a nightmare for support, and if you’ve found this page you probably know. I’ve seen many issues with the tool over time, the most frequent being that it disappears. My first experiences with SFO came in Office 2007, a place where it also disappeared when it was in the ribbon. I think after 10 years of toolbar horror, it’s about time I made a guide to fixing it, and also to outline the reasons it goes wrong. Most folks at Microsoft, and Salesforce agree that the tool is buggy, and in the real world, we tend to see it breaking Outlook in terrible ways.

Salesforce is releasing a product called Lightning, but it’s hard to know whether that’s the best move to make, at least for now. You’ll have to have a specifically expensive plan with Salesforce to do any meaningful testing, as they won’t allow a hybrid environment with both tools. You literally have to cut the environment over, and then force all users onto the new tool all at once. But, how do you migrate them? Well, that’s one of those things they do to make life harder.

I’d highly recommend waiting for a few releases and reviewing the bug fixes and known issues. This will give you an idea of what kind of bugs, the impacts, and how many are happening per-release. Also, you can see how frequently these bug fixes are coming out. SFO has many minor versions, and high impacting bugs, which on paper you can see is a nightmare.

Let’s talk about known issues, and then a list of how to fix them, at least most of the time. Bugs are tagged with (V) for Version Specific and sometimes it includes a link to the bug on Salesforce.com KB, meaning we’ve seen it fixed by upgrading, or downgrading to other versions.

***Update 9/25/2018 – Keep in mind that in Windows of 19′ you will not be able to put new users on the toolbar and there will be no development updates or new fixes. If you have an environment that has 75 users, for example, the 76th person who starts after this time will not be able to use the toolbar. You will be struck by Lightning whether you like it or not!

A few outside links to help you out:

SFO – Known Issues

SFO –  Side Panel Fails to Load

SFO – Prerequisites 

SFO –  Fixed Issues

SFO – Issues in Review

SFO – Installation Diagram

**** Known Bugs ****

  1. Disappears, flickers, or otherwise is not visible in the Outlook main window, or in compose e-mail windows.
  2. Users try to minimize the Toolbar to save space by dragging the actual frame all the way over to the left, and shortening the add-in width, causing Salesforce to crash.
  3. Locks up CPU, or consumes  high Memory when too many New E-mail, Drafts, are open in Outlook. (V)
  4. Fails to install due to Windows .NET 4.x framework being detected as installed, but it does not continue. (V)
  5. Does not uninstall completely, and re-install does not fix an issue.
  6. Multi Factor code window indicates code is wrong/expired, but it is correct
  7.  Installation fails due to conflicting All Users – My Profile already completed
  8. After installing, Outlook crashes and has to be reinstalled completely (V)
  9. Side Panel acts unstable, or has aesthetic issues when collapsed. Includes white blotches, flickering, and a disproportionate width to the normal position. (V)
  10. Toolbar shows Not connected to Salesforce in Windows 7 OS using Internet Explorer
  11. E-mail stuck in Outbox, can not send outbound (V)
  12. Plug-in does not register with Outlook, and the ADXRegister process does not take place. (Fix)
  13. You are not connected to Salesforce message displayed in Side Panel (Fix) (V) Fixed in 3.2.3 bug from hell ID W-3436943.
  14. Save button is grayed out when installing, check here for the fix to that issue. It’s usually because registry keys exist for another version of Office, like 15.0 vs 16.0. This happens on new machines where the vendor pre-loaded Office 365 for example, and you installed over it instead of activating the one on the machine.
  15. Error: The File ‘adxregistrator.exe’ is not marked for installation. (Fix)

 

**** General Fixes in Salesforce For Outlook ****

  1. Latest, or a higher version is a great first step – Keep an offline archive of versions, and make sure you’re tracking which versions have bugs. Salesforce is a company that releases many incremental fixes, sometimes just a day after doing a minor release. 3.1.1 could turn into 3.2 tomorrow, and be the bug fix you needed.
  2. Disable, and then re-enable the Add-in from the COM Add-ins via Outlook and it might come back when you reopen the application
  3. Close the System Tray icon, and reopen it, then reopen Outlook. Sometimes the tray hangs up, and can come back with a restart of this process
  4. Turn off Hardware Acceleration in Outlook via the Options, then relaunch Outlook
  5. If it’s crashing Outlook, make another Profile and don’t create an e-mail account. You’ll use this to go in, and disable the add-in as a workaround. More info here
  6. Tell the user to BCC as a workaround, located here
    Setup > Personal Setup > Email > Email to Salesforce
  7. Delete the Sync.DB file located in the Salesforce For Outlook directory, under the DB folder, this will resync up SFO and it will ask to logon again.
  8. If you get a MFA code failure, but you put in the right code, click Resend code, in some options to goes right to Approve.
  9. Complete removal means uninstall, and then clean out C:\Users\username\AppData\Roaming\salesforce.com, and C:\Users\username\AppData\Local\Programs\salesforce.com manually. In a All Users install, it’s here C:\Program Files\salesforce.com. More info here