Why are the folders grayed out in the Salesforce for Outlook wizard
|Knowledge Article Number||000002466|
ISSUEWhen 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
Please pay attention to the folder icon that is grayed out or missing since this could be related to the following article.
- Microsoft Outlook is not running
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)
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.
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
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