Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions
Review the following common situations and solutions to troubleshoot Connect Offline issues.
Unable to edit the record associated with an activity offline
While you may be able to change the record associated with a task or event in Salesforce, the Related To field on an activity is only available in Connect Offline when the related record is available offline. For example, if an event is associated with an account that is not in your Briefcase, you will not be able to change the account on the event using Connect Offline.
Visible in Self-Service field is not available offline
While you may see this field in your activity page layouts using Salesforce, it is not visible from Connect Offline because the field indicates if an activity is associated with a case and cases are not available in Connect Offline.
Unable to update group events in Connect Offline
Multi-person events are visible in Connect Offline but you can't create or edit them. If you have been invited to an event, but are not the organizer, you can'tmodify or delete that event offline.
Unable to edit some records in my briefcase
Depending on your briefcase settings, records are read only if they are available offline only because they are associated with records that are included offline due to your briefcase settings. For example, if you have selected an opportunity-based briefcase, some accounts will be read only offline even though they are not related to an opportunity, but because they are related to a contact in your briefcase.
Briefcase exceeds limit
Read only records that are included by association with other records in your briefcase do not count toward your limits. For example, the maximum number of accounts you can include is 5000 but your briefcase may contain 5200 if you have 200 accounts included because they are related to other records in your briefcase.
Windows XP SP2 displays a warning banner in Connect Offline
To prevent the warning banner from displaying, modify your Internet Explorer settings as follows:
Launch Internet Explorer.
Click the Tools menu and choose Internet Options.
Select the Advanced tab.
Locate the Security section.
Enable Allow active content to run in files on My Computer.
Unable to download and install Connect Offline using Firefox
Although other browsers are supported in Salesforce, you must use Internet Explorer to download and install Connect Offline.
Receiving error that says “A connection with Salesforce could not be established to update your Connect Offline.”
This message can appear in the following scenarios:
Your computer is configured to use a proxy server to connect to the Internet that requires authentication. This connection is made automatically using Single Sign-On or another manner to authenticate where you do not have to enter a username or password to connect to the Internet.
Your computer is behind a firewall
Your computer is actively running antivirus software
Unable to choose fields in conflict resolution
The field values on some objects, such as products on opportunities, are read only in the conflict resolution tool; however, you can change these values as follows:
Switch to the tree view in the left pane.
Select the deepest branch after expanding all the branches.
Choose the Your Values radio buton to save the Connect Offline values, or the Salesforce Values radio button to save the ones on the server instead. The values of the read-only fields change accordingly.
If you click Submit without choosing an option, Connect Offline stores the value on the client for any read-only values in conflict resolution.
Conflict resolution prompts me to create a new record or retry
Your sharing settings may have changed. If you have access to perform the action, click Retry. Otherwise, create a new record in Connect Offline.
Cannot change value of dependent picklist in conflict resolution tool
When resolving conflicts for a dependent picklist field, you cannot change the picklist value of the conflicting field. To resolve these types of conflicts, select whether to apply the Salesforce value or the Connect Offline value.
In offline mode, if a dependent picklist's controlling field is hidden by field-level security, the information icon for the dependent picklist displays the controlling field’s API name rather than the label name.
Unable to see lookup fields in Connect Offline related lists
Related lists in Connect Offline do not display lookup fields.
Unable to see custom formula fields and auto-numbers in Connect Offline
Automatically generated fields such as formula fields and auto-number fields are not available in Connect Offline.
Auto-number fields do not generate in Connect Offline
When you create a record in Connect Offline that increments an auto-number field, Connect Offline displays a label for that field while you are using Connect Offline. When you synchronize, Salesforce inserts the next unique number in the field.
Record count is wrong in Home tab list of modified records
In the sidebar, the list of modified records in briefcase Info does not include deleted records.
What gets installed?
Connect Offline installs SForceDB.exe, which runs continuously in the background and hosts the Connect Offline database.
Unable to install Connect Offline
Connect Offline requires Salesforce to install components that edit the registry on your computer. If your organization imposes security that prevents you from editing the registry, log in as the administrator of your machine before installing these components or contact your IT department for assistance.
Can I do mass deployments of Connect Offline?
Yes, you can perform system-wide deployments.
How can I tell what Connect Offline version my users have?
Each user's Connect Offline version is listed in the Login History.
Unable to see leads in Connect Offline
Leads are only available in Connect Offline 2.0 and later. If you are using Connect Offline 2.0 or later, you will launch the application using this icon: . To upgrade Connect Offline:
Synchronize your data in Connect Offline.
Optionally, remove the previous installation of Connect Offline using Add/Remove Programs in the Windows Control Panel.
Install Connect Offline. by going to the Connect Offline page in your personal settings.
Synchronize your data in Connect Offline.
Check to make sure you have the appropriate user permissions to view leads.
Lead assignment rules do not appear to be working
Leads created in Connect Offline will not be automatically assigned based on lead assignment rules. Once connected to Salesforce again, assign them by doing a mass transfer of records.
Multicurrency Display Differences
Opportunity amounts display a fractional difference
If your organization has enabled multicurrency, and the currency used for an opportunity is different from the corporate currency, a small display difference may be observed. The converted amount you see in the offline opportunity detail page may be off by a cent or two as compared to the same page in the Salesforce application. There is no error in the actual stored value.
Unable to see the Relationship Groups tab in Connect Offline
The Relationship Groups tab is only available if the Relationship Groups AppExchange package is installed in the Salesforce organization with which you synchronize Connect Offline.
Search results are missing fields
Search results do not include long text area fields such as account Description.
Timeouts, Timestamps, and Time Zones
The timestamps of files updated in Connect Offline do not appear as expected
For records that you create or update in Connect Offline, the Created By and Modified By fields reflect the time on your PC, even after synchronization.
Activities that you create in Connect Offline reflect the time you enter and the time zone of your PC. During synchronization, Salesforce converts the activity times to the time zone set in your Salesforce personal information.
If you change the time zone on your computer, empty and synchronize your briefcase to reflect the change in Connect Offline.
Connect Offline times out when synchronizing large data sets
Edit the HttpTimeout registry setting in HKEY_LOCAL_MACHINE\SOFTWARE\salesforce.com\Offline2. The default is 360 seconds.