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Why are the connect for Microsoft Outlook buttons and toolbars missing?


Knowledge Article Number: 000003576


Description

Why are the connect for Microsoft Outlook buttons and toolbars missing?





Resolution

My Outlook Edition toolbar is missing.

Occasionally, the add-in features will not load after installing Connect for Microsoft Outlook or will be in a disabled state when Microsoft Outlook starts.This can occur due to various environment variables. To correct this issue, you can try these steps.

STEP A:

Confirm that the Salesforce add-in is not disabled:

Office 2003/2002 (XP)

1)      Click the Help menu.

2)      Click About Microsoft Office Outlook.

3)      Select Disabled Items.  A new window shows the list of disabled add-ins.

4)      Search for Salesforce Add-in and highlight it.

5)      Click Enable.

6)      Close Microsoft Outlook, and reopen it.

Office 2007

1)      Click the Help menu.

2)      Click on Disabled Items

3)      In the "Disabled Items" window,locate the Salesforce Add-in and highlight it

4)      Click Enable

5)      Close Microsoft Outlook, and reopen it

If the plug-in does not appear, move on to Step B.

 

STEP B:

Once you install the Connect for Microsoft Outlook, a registry key called"SM" controls the visibility of the toolbar. This key is created in the registry when user opens Outlook for the first time after installing the Connect for Microsoft Outlook. If the key has not been created at all or incomplete for any reasons you may not see the toolbar after the installation.

If you remove this key and restart Microsoft Outlook, another instance ofthe SM key will be created and would resolve the issue.

Follow the steps below to remove this key

** NOTE THE BELOW INVOLVES USING THE REGISTRY EDITOR**

If you use Registry Editor incorrectly, you may cause serious problems that may require you to reinstall your operating system. See the articlehttp://support.microsoft.com/kb/322756 to backup the registry on your machine or ask one of your IT team members to perform the following tasks

1. Make sure Microsoft Outlook and other Office applications such as Microsoft Word or Excel are completely closed.

2. For Windows XP: Click on Start Run type in Regedit and press Enter

For Windows vista/7: Click on Start and type in Regedit in the Search box and press Enter

3. The Windows Registry Editor opens. Navigate to the key

HKEY_CURRENT_USER\Software\Salesforce.com\SM

4. Highlight the SM key and delete it.  You will be prompted to confirm if you want to delete the subkeys. Click OK to accept this option.

***** If the SM key does not exist skip to STEP C ****

5. Close the registry editor.

6. Open Microsoft Outlook to confirm if the toolbar loads. If the toolbar is still not visible, perform steps 1-5only and skip to STEP C.

 

STEP C:

1. Make sure Microsoft Outlook and other Office applications such as Microsoft Word or Excel are closed.

2. Next, make sure you have completed steps 1-5 from STEP B  

3. For Windows XP:Click on Start Run type in Regedit and press Enter

For Windows vista/7:Click on Start and type in Regedit in the Search box and press Enter

4. The Windows Registry Editor opens. Navigate to the key

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins\SFDCOutlook.MinAddin

5. Click on "SFDCOutlook.MinAddin"on the left pane and locate the string value "LoadBehavior"on the right side pane of the registry editor.

6. Double-click on it and change its value to "3" if it does not already have a value "3". A value of "2" means that Outlook has disabled the Connect for Outlook plug-in

***** If the LoadBehavior value is 3 already, move on next to STEP D****

7. Click the OK button to save this value.

8. Close the registry editor.

9. Restart Outlook. The Outlook Edition buttons should now be visible. If the toolbar is still not visible you need to: 

- Go back to STEP B and perform steps 1-5 only

- Also perform steps 1-8 from STEP C

- Move on to STEP D

 

STEP D:

At this stage, we need to make sure the SM registry key from STEP B does not exist and also the LoadBehavior value is set to 3 in STEP C

1. Open the registry again, click on the computer icon on the top on the left side

2. From the menu click on EDIT   FIND

3. In the Find pop-up box, perform a search for the word"resiliency" (you need to type the word in the "Find what"box) and click on "Find Next"

**There may be more than one instance of this key, so once you find one,make sure Outlook is closed and then remove this key.

4. Then press the F3 key on your keyboard or use the EDIT FIND NEXT to search for other instances of this key and delete them

5. Once you remove them all, do not open Outlook. I would recommend re-registering the following DLL files to make sure Outlook can load the plug-in

A DLL file, a dynamic link library (DLL), is a collection of small programs,which can be called upon when needed by the executable program (such as Connect for Microsoft Outlook) that is running. The DLL lets the executable communicate with a specific device or application such as a Microsoft Outlook or may contain source code to do particular functions such as adding emails, sync, and etc. The necessary DLL files for Connect for Microsoft Outlook are registered during the installation of the application but sometimes these DLLs failed to register in the system (Microsoft Windows) and need to be registered manually.

6. To manually register these files, copy the following codes

 -- - - - - - - - - - - - -  - - - - - - - - - -- - - - - - - - -- -

Taskkill /F /IM Outlook.exe

regsvr32 /s"C:\WINDOWS\system32\SftTree_IX86_U_50.ocx"

regsvr32 /s "C:\ProgramFiles\salesforce.com\3rd Party\SfdcRm.dll"

regsvr32 /s "C:\ProgramFiles\salesforce.com\O3\OutlookConnector.dll"

regsvr32 /s "C:\ProgramFiles\salesforce.com\O3\SfdcConnector.dll"

regsvr32 /s "C:\ProgramFiles\salesforce.com\O3\WdMinAddin.dll"

regsvr32 /s "C:\ProgramFiles\salesforce.com\o3\OlMinAddin.dll"

regsvr32 /s "C:\ProgramFiles\salesforce.com\o3\Gacker.dll"

regsvr32 /s "C:\ProgramFiles\salesforce.com\o3\SfdcSync.dll"

Pause

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

7. Open notepad (click on:  Start All Programs Accessories Notepad)

8. Paste the copied lines from above in notepad

9. Save the file as "DLL.bat" to your desktop (with the quotation marks)

10. Make sure Outlook is closed and double click on the DLL.bat file to run it and you would see a black screen popping up that shows all the files being registered. Press any key at the prompt

11. Open Outlook and you should see the Salesforce Outlook wizard

Few other steps to try

  • Try to reinstall the Connect for Microsoft Outlook.
  • For Windows Vista and 7, try disabling UAC (User Account Control) and reinstall the Connect for Microsoft Outlook.
  • Make sure user is not using any 64bit operating systems

 

How to check the version of Operating System:

1. Right click on "My Computer"

2. On the pop-up menu, click on "Properties"

3. The "System Properties"pops up

4. On the General page, you should see the System information

  • Run a repair on Outlook (Help Office Diagnostics <in Office 2007> or Detect and Repair <in Office 2003>)

For more information, see the links below from Microsoft

http://office.microsoft.com/en-us/outlook-help/what-happened-to-detect-and-repair-HA010100384.aspx#BM14

http://office.microsoft.com/en-us/ork2003/HA011402411033.aspx

  • Make sure that Office installation (whatever version it is 2002, 2003, or 2007) has the ".NET Programmability Support" feature installed.

 

To check this you need to:

1. Exit all programs.

2. Click Start, and then click Control Panel.

If you are running Microsoft Windows Vista or Microsoft Windows 7, do the following:

a. Click Programs, and then click Uninstall a Program.

b. Click the name of the Microsoft Office Edition you want to change, and then click Change. In this item, Edition is a place holder for the edition of Office that you installed.

Note: In Classic view on Windows Vista or in Icon View on Windows 7, double-click Programs and Features, click the name of the Microsoft Office Edition you want to change, and then click Change.

If you are running Microsoft Windows XP, do the following:

c. Click Add or Remove Programs.

d. Click the name of the Microsoft Office Edition you want to change, and then click Change.

Note: In Classic view, double-click Add or Remove Programs, click the name of the Microsoft Office Edition you want to change, and then click Change.

3. Select the "Add or Remove Features" radio button and click on Continue

4. In the "Installation Options" window, locate the"Microsoft Office Outlook" and click on the + sign next to it

5. The first option should be ".NET Programmability Support"

6. If you see a red X next to it, click on the red X or the drop down arrow and select "Run From My Computer" and click on Continue

7. Finish the update