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How do I obtain debug logs for Salesforce for Outlook if requested to do so by Salesforce support ?

Knowledge Article Number 000004501

Usually support will ask for a copy of a debug log (note this is a DEBUG only log not the regular log) copy of the Salesforce for Outlook. To capture this information please follow the steps provided below.


Up to 25 Trace.log files are maintained, so when the 25th one is full (1024KB), the oldest would be deleted

- AddinTrace.log: 5 files maintained
- Performance.log: 3 maintained
- Sync.log: 10 maintained

The size of the SFO Log files is controlled in the Salesforce org under
Setup | Outlook Configuration under the Advanced Settings section, by selecting the MaxLogFileSize from the Setting drop down and entering "5" means that each log file (of all kinds) size will be 5 Mb. The default is 1Mb (1024Kb).

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1. Close Salesforce for Outlook (right click on the Salesforce for Outlook system tray icon at the bottom right corner of your screen and click on Exit

2- Navigate to C:\Users\<Your USERNAME>\AppData\Roaming\\Salesforce for Outlook\Config

Simply click on Start and type in %AppData%\\Salesforce for Outlook\Config

3. Open the file Logger.xml in a text editor (Right click on the file and click on Open With and select Notepad)

4. Change the 3 values as below from the default value "INFO" to "DEBUG" and save the file.

  <logger name="dblayer">
    <level value="DEBUG" />

  <logger name="configuration">
    <level value="DEBUG" />

  <logger name="outlookhistory">
    <level value="DEBUG" />


5. Restart Salesforce for Outlook

6. Replicate the problem behavior and collect the logs using the following articles

Salesforce for Outlook - Location of the log files

How to obtain a clean set of Salesforce for Outlook logs for troubleshooting.

7. Reset the values in Config\Logger.xml back to "INFO" and again exit then restart Salesforce for Outlook.

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