Print this page

Why are the folders grayed out in the Salesforce for Outlook wizard

Knowledge Article Number 000002466
Description

ISSUE

When a user installs Salesforce For Outlook (SFO - any version) and starts the wizard by entering their username and password, on the next screen on the Salesforce or Outlook Settings window, where wizard prompts to select a folder in Outlook, the Contacts, Calendar and Task folders are grayed, despite their Outlook being open 

 
 
User-added image
 
Please pay attention to the folder icon that is grayed out or missing since this could be related to the following article. 
 

CAUSE

This issue can be caused by one or all of the following

 

- Microsoft Outlook is not running
- Microsoft Outlook or SFO are running as Administrator
- Missing Outlook data file (.OST) or corrupted data file
- Duplicated Redemption keys
- The Redemption keys in the registry are corrupted
- Duplicated Office Library files that point to different version of Outlook
- If user is on Windows 7, the User Account Control is set to high (see KB 000019209 )
- Different versions of Office are installed and the older version was installed or changed recently.




 
 
Example 1, User has Outlook 2010 and Office 2007 and Office 2007 was updated/changed/installed recently after Outlook 2010 was installed
 
Example 2: Office Business Edition (including Outlook 2007 or 2010) and Office Home Edition ( Home Edition was updated/changed/installed after Office Business Edition)
 
In a Windows Vista, 7 and Windows 8 operating systems you can check the date on the Programs and Features windows ( See a sample screen shot below)
 
 
User-added image


 

Resolution

1- Microsoft Outlook is not running

Simply Open Outlook or if it is open, close it and wait a few seconds then reopen it

 

2- Microsoft Outlook or SFO are running as Administrator

Exit SFO and Outlook first, then right click on SFO and click on Properties and click on Compatibility tab and make sure none of the boxes are checked.

Do the same thing for Outlook, again make sure Outlook is closed and you need to hold down the SHIFT key on your keyboard and right click on the Outlook icon on the Desktop or Taskbar and click on Properties and click on Compatibility tab and make sure none of the boxes are checked.
 
User-added image

 

3- Missing Outlook data file (.ost) or corrupted data file

Make sure Outlook is running in Exchange cached mode and if it is already running in the cache mode and there is a data file (.ost) file on the machine, you may need to recreate it.

See
Article Number     000188551

Sometimes a duplicate or corrupted Outlook profile also can cause this issue. SFO gets confused and is unable to connect to the correct profile

 

4- Corrupted or problematic Outlook profile

You don't need to make any changes to the existing Outlook profile. To test and make sure the problem is not related to Outlook profile, you can create a new no email profile in Outlook and try to run the wizard and see if the folders will display correctly

To do this, follow these steps

 
  1. Close Outlook and then from Control Panel double click on the Mail icon ( you can also search for it using the Search box on top corner)
  2. On the Mail Setup pop up box, click on Show Profiles...
  3. Make sure the When starting Microsoft office Outlook, use this profile:  radio button is set to Prompt for a profile to be used
  4.  Click on Add... and type in a name such as Test-profile in the New Profile window and click on OK
  5. The Add New E-mail Account wizard will start automatically, you can click on Cancel
  6. You will see the pop up box below
  7. Click OK, click on OK again to close the Mail window
 

 

User-added image

 

 

Open Outlook and select the new profile and then run SFO and retry the wizard and see if the folders are still grayed out. If they are not and you are able to see and select a folder, then the user's existing Outlook profile is corrupted and you should have the user or their IT team recreate it for them

 

Important: You can also reach out to your (customer's) IT team to create a new Outlook profile


 

5- Duplicated Office Library files that point to different version of Outlook

You need to check the registry for any duplicated key.

To open the Registry Editor press the Win(key) + R key combination on your keyboard (see image below)  and type REGEDIT and press Enter

Win key on your keyboard
 
User-added image
 
In the Registry Editor navigate to

HKEY_CLASSES_ROOT\TypeLib\{00062FFF-0000-0000-C000-000000000046}


Under this key you can should only have one key since each key references to version of MS Outlook that is installed on your computer. Keys for corresponding version of Microsoft Outlook installed on your computer
 
9.2       for       Office 2003
9.3       for       Office 2007
9.4       for       Office 2010
9.5       for       Office 2013
9.6       for       Office 2016

 
 
For example, if you had Office 2007 on your computer and then upgraded or installed Outlook (or Office) 2010 a second key will get created here. Then, you change your mind and you uninstall the Office 2010 version and continued using the Outlook 2007. Sometimes the uninstaller does not remove the corresponding key. So you would end up with 2 keys one for Outlook 2007 and another for 2010. You would need to keep the 9.3 key and remove the 9.4 key.
 
If there is only one entry here,  skip to the next step. ** DO NOT close the Registry Editor yet

 
Example: User has only Outlook 2007 installed hence the 9.3 key

 
User-added image
 
Example: Incorrect entry, user has Outlook 2010 but there are two entries. You need to right click on the 9.3 key (that refers to Outlook 2007) and click on Delete
 
User-added image



 

6- The Redemption keys in the registry are corrupted

Next delete the following key(s) from the registry as well and then close the Registry (There might be more than 1 Redemption entry, delete them all) No need to save them

 

HKEY_CURRENT_USER\Software\Redemption
HKEY_CURRENT_USER\Software\Redemption *
HKEY_CURRENT_USER\Software\Redemption * *
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Redemption
 
 

7- Missing or duplicated Redemption keys

When you install SFO, a redemption key that indicates the version of the Redemption is inserted in the registry.
A missing or duplicated version could cause a problem, a missing key indicates a failed installation you may need to register the sfdcrdm.dll or sfdcrdm64.dll. Refer to
Article Number     000004339

Navigate to HKEY_CLASSES_ROOT\TypeLib\{2D5E2D34-BED5-4B9F-9793-A31E26E6806E}

and make sure you have only 1 key starting with 5.x

Example 1 : This is what you should see. 5.8 is the SFO v2.7 and later, you may have 5.10 and 5.a
User-added image
 

Example 2 : This example shows you a duplicate entry. You have 2 entries starting with 5.

One is 5.2 and another 5.8

You need to right click on the 5.2 or any other key that you may see starting with 5 and click on Export, to save it on your computer then right click on it again and click on Delete

 

Again, the 5.8 key is the key you want to keep You can leave the 4.5 key alone.

If the 5.x key is missing it is possible that the installation has failed. You can either try to manually register the Sfdcrdm.dll file or reinstall the SFO application

How to register the sfdcrdm.dll file

 
User-added image
 

 

 

8- If user is on Windows 7, the User Account Control is set to high (see KB 000019209 )

If STEP 8  (Setting the Windows 7 UAC (User Account Control) to Never Notify (KB 000019209) ) did not fix the issue skip to STEP 9

 

9- Different versions of Office are installed and the older version was installed or changed recently.

A- Make sure Outlook is closed
 
B- Uninstall Salesforce for Outlook as well as the following applications
 
       - Visual Studio® 2010 Tools for Office Runtime (x64) (VSTO)
 
If you have Outlook 2010:
      - Outlook 2010 users: Uninstall the ‘Office 2010 Primary Interop Assemblies’ 
 
If you have Outlook 2007:
      - Outlook 2007 users: Uninstall the ‘Office 2007 Primary Interop Assemblies
 
For Outlook 2013 and later, PIA is included as part of Office installation as part of .NET Programmability option

Refer to the Article Number 000193384 for SFO installation if user has Office 2013

Windows 7/8/10:   Control Panel\All Control Panel Items\Programs and Features
 
*NOTE
These may be slightly different depending on the version of your Windows and Outlook
 
C- Run a repair on Office installation. Make sure you repair the version that includes your Microsoft Outlook. From Control Panel, list of programs select the version of Office you would like to repair and click on ‘Change’ and make sure ‘Repair’ is selected and finish the process
**NOTE
If you have Office 2013 Click to Run or Office 365, you must perform an Online Repair - Do not do a Quick Repair
 
D- Wait till repair process is done and then reboot your computer. Do not skip this step please
E- After you restart, navigate to
 
          For Windows 7, 8, 8.1 and 10 users:   
%AppData%\salesforce.com\Salesforce for Outlook\ and delete everything
 
 

10- Refer to Article 000167727 to install SFO

Now try to reproduce the issue
 
 
 




promote demote