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Outlook connectivity issues

Knowledge Article Number 000007233
Description

ISSUE

User is unable to connect to Salesforce using any of the Client apps such as Salesforce for Outlook, Office, etc

User gets the following error message:

"Failed to login to salesforce please check your username and password"

Or they get a "Revocation information for the security certificate for this site is not available.  Do you want to proceed?" when opening Outlook or trying to open "Salesforce Options" from Outlook.

Or an error message saying "Unable to send request to server system error number: 12057' when trying to login from Outlook to Salesforce?

Resolution

Quick Fix - Disable the Server Certificate check in I.E.

  1. From Internet Explorer, click on Tools | Internet Options
  2. Click on Advanced tab
  3. Scroll down, under "Security" settings
  4. Uncheck the box in front of "Check for Server Certificate Revocation"
  5. Click on OK

Possible Causes & Alternate Fixes

  • Proxy is caching an old certificate
    • Clear the cache on the proxy
  • Bad Proxy Setting
    • In your browser go to Tools - Internet Options - Connections and click the LAN settings button
    • Confirm proxy setting for you LAN
  • Proxy is accidentally turned on
    • Go to Start on your computer and click on Run
    • Type regedit and click OK
    • In the registry editor navigate to the registry key "ProxyEnable" under "HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings"
    • Make sure its value is 0. If not click on the name ProxyEnable and set the value to 0 close the editor
  • Outlook lack security rights to install certificate
    • Check what user is being used to run Exchange. ("local machine" may not be sufficient)
    • Replace user with an admin user, or at least a user with certificate install rights
  • Bad Plugin Install
    • Uninstall and reinstall the plugin
  • Time Mismatch
    • Compare local machine and/or BIOS clock with a machine that's working
    • Change to match the working machine. (they need to match Salesforce.com clock)
  • VPN Interference
    • Disconnect from VPN
    • Reinstall the Certificate 




Attachments
Name Type Size
Certificate.jpg
25KB

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