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Salesforce for Outlook does not load and no icon in the system tray

Knowledge Article Number 000003871
Description

ISSUES

- The Salesforce for Outlook (SFO) icon does not shows up in the System Tray at the bottom right corner of your screen after you finish installing it
- You double click on the SFO icon to launch it, yet can't see it loading up in the system tray, or in the Processes tab (Task Manager | Processes Tab
     Image Name (process name) : SfdcMsOl.exe

 

Task Manager Processes tab showing the SFO process


 

Resolution  

POSSIBLE CAUSES:

This issue could be related to a few things

 

1- SFO running in the Compatibility mode
2- Corrupted Windows installation or computer image














 

SFO running in the Compatibility mode

After you have installed SFO, follow these steps to see if you can resolve this issue:

1.  Right click on the SFO icon on your Desktop and click on Properties

2.  Click on the "Compatibility" tab.

3.  Under "Compatibility mode", make sure the boxes for "Run this program in compatibility mode for:" as well as the "Run this program as an administrator" under Privilege Level are UNCHECKED

 

User-added image

** SFO needs to be installed and run with the end user credentials

4.  Click OK and then run SFO and see if the issue is reproducible





Corrupted Windows installation or computer image

If SFO is running normally and still no icon in the System Tray, it is possible that your installation of Microsoft Windows is corrupted or the wrong bitness of some other applications are installed on thecomputer

1. You can navigate to Salesforce installation folder. To do this click on Start and type in %AppData%\salesforce.com\Salesforce for Outlook\logs 

2. In the Logs folder, open the Trace.log file in Notepad (or any other text editors)

3. Search for Wrong OS and you may see something like this

System.Runtime.InteropServices.COMException (0x800401FA): Wrong OS or OS version for application (Exception from HRESULT: 0x800401FA (CO_E_WRONGOSFORAPP))

4. You can also check the following files in the %AppData%\salesforce.com\Salesforce for Outlook\ folder.

If you have 32bit Outlook (x86) you would only have the sfdcrdm.dll file and if you have the 64bit Outlook you would have the 64bit version this file - sfdcrdm64.dll. So check for these files and make sure you have only 1 copy that matches your Outlook bitness. These are all indications that SFO installer is unable to check for the OS bitness

5. Many users upgrade their Windows from Windows 7 to 8 or from Windows 8 to 8.1 and somehow their OS bitness changes. For example they had Windows 7 32bit (x86) and after the upgrade, they get Windows 8 64bit(x64). Our application fails to run and gets confused about the changes in the operating system and is unable to check for the OS bitness hence the wrong DLL or both DLLs (32 and 64 bit) gets dropped in the install folder. The easiest and fastest way to fix this is to reinstall Windows.  You may need to reach out to your Internal Help Desk (IT Team)


**If you have no internal Help Desk, make sure you have your windows installation key before reinstalling Windows


 

 





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