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            Lightning Sync for Microsoft® Exchange Statuses

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            Lightning Sync for Microsoft® Exchange Statuses

            Understanding Lightning Sync for Microsoft Exchange statuses helps you assess and address Lightning Sync errors that appear on the Lightning Sync status page in Salesforce.

            Required Editions

            Available to sync records from: Salesforce Classic, Lightning Experience, and the Salesforce mobile app
            Available to set up from: Salesforce Classic and Lightning Experience
            Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions with Sales, Service, and Lightning Platform
            Example
            Example
            Note
            Note Contact sync doesn’t support Outlook categories, so contacts labeled with a Salesforce_Sync category that don’t exist in a contacts subfolder of the same name don’t sync with Salesforce. To avoid this issue, disable contact categories and select the Salesforce_Sync folder for new contacts in Outlook. See EAC - New Contacts Created In Outlook with ‘Salesforce_Sync’ Category Do Not Sync to Salesforce.

            System Statuses

            Configuration Setup Statuses
            If Provides this status This status means that
            Microsoft Exchange service account provided: Your Service Account User Name You’ve saved your service account credentials in Salesforce, and Lightning Sync has recognized a valid service account. This status doesn’t necessarily mean that the service account is set up to sync using Lightning Sync. If you continue to have sync errors, we recommend that you use Microsoft®’s Remote Connectivity Analyzer tool to test your connection and troubleshoot setup issues.
            None Lightning Sync couldn’t save your service account credentials. Verify that you’ve provided the correct service account ID and password and that you’ve set up a valid service account in Microsoft Exchange.
            Outlook integration enabled: Yes You’ve enabled the Outlook integration in Setup. If you’ve set up sales reps to select which Microsoft events sync to Salesforce, reps select events using the Outlook integration.
            No You haven’t enabled the Outlook integration in Setup. If you’ve set up sales reps to select which Microsoft events sync to Salesforce, reps can’t select events until you’ve enabled the Outlook integration.
            Salesforce recognizes Microsoft Exchange service account: Exchange Sync status checkmark Lightning Sync recognizes the service account that you provided. This status doesn’t necessarily mean that the service account is set up to sync using Lightning Sync. If you continue to see sync errors, we recommend that you use Microsoft®’s Remote Connectivity Analyzer tool to test your connection and troubleshoot setup issues.
            Exchange Sync status X Lightning Sync couldn’t recognize the service account that you provided. Check to make sure that you’ve set up a valid service account in Microsoft Exchange.
            Users with linked Microsoft Exchange and Salesforce email addresses: The expected number of Lightning Sync users All of your users’ Microsoft Exchange email addresses have mapped correctly to the corresponding Salesforce email addresses.
            An unexpected number of Lightning Sync users Some of your users’ Microsoft Exchange email addresses have not mapped correctly to the corresponding Salesforce email addresses. Compare your users’ addresses in Exchange and Salesforce to verify that they match.
            0 None of your users’ Microsoft Exchange email addresses has mapped to its corresponding Salesforce email addresses. Contact Salesforce Customer Support.
            Contacts Statuses
            If Provides this status This status means that
            Last sync activity: A contact sync time within the last few minutes Your organization last synced contacts with Lightning Sync on this date, at this time. In general, Lightning Sync is syncing records as expected. If you see this status and individual users still report that contacts are not syncing as expected, check your Exchange server or Lightning Sync configurations for settings related to those particular users.
            A contact sync time within a few hours Your organization last synced contacts on this date, at this time. It’s possible you recently set up Lightning Sync, because the initial contacts sync might take up to several hours to complete. If you haven’t initiated contacts sync for your organization for the first time, this status might indicate a problem with contacts sync in your organization. Monitor the last sync activity over the next 24 hours to see if syncing resumes.
            A contact sync time on a past date Your organization last synced contacts on this date, at this time. If your organization doesn’t sync again within 24 hours, verify that you provided the correct Exchange service account credentials, that Salesforce recognized your service account, and that you’ve used Microsoft’s Remote Connectivity Analyzer to verify that your Exchange server can communicate with Lightning Sync. If the analyzer shows that your connection is working, contact Salesforce Customer Support.
            Records synced in last 60 minutes: The number of contacts that were synced in your organization in the last 60 minutes Within the last 60 minutes, your organization last synced this number of contacts.
            0 Your organization hasn’t synced any contacts within the last 60 minutes. Monitor record sync activity over the next 24 hours to see if sync resumes. If sync doesn’t resume, use Microsoft’s Remote Connectivity Analyzer to verify that your Exchange server can communicate with Lightning Sync. If the analyzer shows that your connection is working, contact Salesforce Customer Support.
            Records synced in last 24 hours: The number of contacts that were synced in your organization over the last 24 hours Within the last 24 hours, your organization synced this number of contacts.
            0 Your organization hasn’t synced any contacts within the last 60 minutes. Use Microsoft’s Remote Connectivity Analyzer to verify that your Exchange server can communicate with Lightning Sync. If the analyzer shows that your connection is working, contact Salesforce Customer Support.
            Events Statuses
            If Provides this status This status means that
            Last sync activity: An event sync time within the last few minutes Your organization last synced events with Lightning Sync on this date, at this time. In general, Lightning Sync is syncing records as expected. If you see this status and individual users still report that events are not syncing as expected, check your Exchange server or Lightning Sync configurations for settings related to those particular users.
            An event sync time within a few hours Your organization last synced events on this date, at this time. You might have recently set up Lightning Sync, because the initial events sync might take up to several hours to complete. If you haven’t initiated events sync for your organization for the first time, this status might indicate a problem with events sync in your organization. Monitor the last sync activity over the next 24 hours to see if syncing resumes.
            An event sync time on a past date Your organization last synced events on this date, at this time. If your organization doesn’t sync again within 24 hours or longer, verify that you provided the correct Exchange service account credentials, that Salesforce recognized your service account, and that you’ve used Microsoft’s Remote Connectivity Analyzer to verify that your Exchange server can communicate with Lightning Sync. If the analyzer shows that your connection is working, contact Salesforce Customer Support.
            Records synced in last 60 minutes: The number of events that were synced in your organization in the last 60 minutes Within the last 60 minutes, your organization last synced this number of events.
            0 Your organization hasn’t synced any events within the last 60 minutes. Monitor record sync activity over the next 24 hours to see if syncing resumes. If syncing doesn’t resume, use Microsoft’s Remote Connectivity Analyzer to verify that your Exchange server can communicate with Lightning Sync. If the analyzer shows that your connection is working, contact Salesforce Customer Support.
            Records synced in last 24 hours: The number of contacts that were synced in your organization in the last 24 hours Within the last 24 hours, your organization synced this number of contacts.
            0 Your organization hasn’t synced any events within the last 60 minutes. Use Microsoft’s Remote Connectivity Analyzer to verify that your Exchange server can communicate with Lightning Sync. If the analyzer shows that your connection is working, contact Salesforce Customer Support.

            User Statuses

            Configuration Setup Statuses
            If Provides this status This status means that
            User assigned to active Exchange configuration: Exchange Sync status checkmark This user is set up to sync in an active Lightning Sync configuration.
            Exchange Sync status X This user isn’t set up to sync in an active Lightning Sync configuration.
            User mailbox is running on supported version of Microsoft Exchange: Exchange Sync status checkmark Lightning Sync supports this user’s version of Microsoft Exchange.
            Exchange Sync status X Lightning Sync doesn’t support this user’s version of Microsoft Exchange.
            User recognized by Exchange service account: Exchange Sync status checkmark This user is represented by the service account that you’ve set up in Exchange, and Lightning Sync can communicate with your Exchange service account.
            Exchange Sync status X This user isn’t represented by the service account that you’ve set up in Exchange, or Lightning Sync can’t communicate with the Exchange service account that you provided. Check your Exchange service account setup to verify that you’ve set up a valid service account and that it accurately represents this user.
            User’s reset sync status: Marked for reset You’ve reset this user for sync, but the reset hasn’t started. Your reset request is in the system queue and will be completed when the system is available.
            Reset in progress The reset sync process is in progress. When reset is complete, “User’s reset sync status” is no longer displayed on this page.
            User set up Outlook integration: Yes This sales reps has set up the Outlook integration. If you’ve set up reps to select which Microsoft events sync to Salesforce, reps select events using the Outlook integration.
            No This sales rep hasn’t set up the Outlook integration. If you’ve set up reps to select which Microsoft events sync to Salesforce, reps can’t select events until they’ve set up the Outlook integration.
            Contacts Statuses
            If Provides this status This status means that
            Salesforce_Sync folder found: Exchange Sync status checkmark The Salesforce_Sync folder was found in this user’s email account under the Contacts directory.
            Exchange Sync status X Lightning Sync can’t find the Salesforce_Sync folder on your Exchange server or can’t create it automatically for this user. You can create the folder Salesforce_Sync for this user as a subdirectory under the Contacts directory in this user’s email account.
            Salesforce and Exchange email addresses linked: Exchange Sync status checkmark This user’s Microsoft Exchange email address has mapped to the user’s Salesforce email address correctly.
            Exchange Sync status X This user’s Microsoft Exchange email address hasn’t mapped to the user’s Salesforce email address correctly. Reset sync for this user.
            Salesforce to Exchange sync status: Not started This user’s contacts hasn’t started syncing from Salesforce to Exchange.
            Initial sync in progress This user’s contacts are syncing from Salesforce to Exchange for the first time. This initial sync might take several hours.
            Initial sync completed This user’s contacts have completed syncing from Salesforce to Exchange for the first time.
            Sync in progress This user’s contacts are syncing from Salesforce to Exchange right now.
            In sync This user’s contacts have completed syncing from Salesforce to Exchange.
            Exchange configuration not set to sync This user isn’t set up to sync contacts from Salesforce to Exchange in an active Lightning Sync configuration.
            Exchange to Salesforce sync status: Not started This user’s contacts have not started syncing from Exchange to Salesforce yet.
            Initial sync in progress This user’s contacts are syncing from Exchange to Salesforce for the first time. This initial sync might take several hours.
            Initial sync completed This user’s contacts have completed syncing from Exchange to Salesforce for the first time.
            Sync in progress This user’s contacts are syncing from Exchange to Salesforce.
            In sync This user’s contacts have completed syncing from Exchange Salesforce.
            Exchange configuration not set to sync This user isn’t set up to sync contacts from Exchange to Salesforce in an active Lightning Sync configuration.
            Records in sync The number of contacts that are syncing for this user This user has this number of contacts syncing between Exchange and Salesforce. If this user’s contacts are syncing as expected, this number matches the number of contacts in this user’s Salesforce_Sync folder.
            Event Statuses
            If Provides this status This status means that
            Calendar folder found: Exchange Sync status checkmark The calendar folder was found in this user’s email account.
            Exchange Sync status X Lightning Sync can’t find the user’s calendar folder on your Exchange server.
            Salesforce and Exchange email addresses linked: Exchange Sync status checkmark This user’s Microsoft Exchange email address has mapped to the user’s Salesforce email address correctly.
            Exchange Sync status X This user’s Microsoft Exchange email address hasn’t mapped to the user’s Salesforce email address correctly. Reset sync for this user.
            Salesforce to Exchange sync status: Not started This user’s events haven’t started syncing from Salesforce to Exchange.
            Initial sync in progress This user’s events are syncing from Salesforce to Exchange for the first time. This initial sync might take several hours.
            Initial sync completed This user’s events have completed syncing from Salesforce to Exchange for the first time.
            Sync in progress This user’s events are syncing from Salesforce to Exchange right now.
            In sync This user’s events have completed syncing from Salesforce to Exchange.
            Exchange configuration not set to sync This user isn’t set up to sync events from Salesforce to Exchange in an active Lightning Sync configuration.
            Exchange to Salesforce sync status: Not started This user’s events haven’t started syncing from Exchange to Salesforce.
            Initial sync in progress This user’s events are syncing from Exchange to Salesforce for the first time. This initial sync might take several hours.
            Initial sync completed This user’s events have completed syncing from Exchange to Salesforce for the first time.
            Sync in progress This user’s events are syncing from Exchange to Salesforce.
            In sync This user’s events have completed syncing from Exchange Salesforce.
            Exchange configuration not set to sync This user isn’t set up to sync events from Exchange to Salesforce in an active Lightning Sync configuration.
            Records in sync The number of events that are syncing for this user This user has this number of events syncing from Exchange to Salesforce. If this user reports difficulty syncing only some events, verify that the user is set up to sync events as expected in the user’s Lightning Sync configuration and that the user didn’t assign the private option to the event. Also remember that at this time, Lightning Sync doesn’t sync recurring events or invitees on events.
             
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