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Salesforce for Outlook error: Non-Unicode .pst file

Knowledge Article Number 000007599
Description

Issue:

User may receive an  error message with synchronizing of Contacts and/or Events in Office 2007 or 2010. The error messages displays a communication error with Outlook and also sync log may contain an error message referring to a Mapped fields length - see below

 

Sfdc.Util.Common.LogicalErrorException: Mapped Fields and dataset fields length is different.
or
Sfdc.Outlook.OLPropertiesInval idException: Unhandled outlook property type non-Unicode PST found
 
User-added image

 

Reason:

This is due to Outlook using a non-Unicode 97-2002 data file (.pst) that is not compatible with Outlook 2007 and later editions. Probably the user had Outlook  XP, 2002 or 2003 at some point then upgraded.

 

This can be validated by:

Outlook 2007: Click on File | Data File Management to open Account Settings

Outlook 2010/2013: Click on File | Info | Account Settings drop down and click on Account Settings.  

Click on the Data files tab.
Select the PST (data file that is being used), then click on the Settings button.
Here you check what Format the file in use is. You can find this information in the Format box under the Filename. If the file is in Outlook Data File (97-2002) this is why the problem is occurring


 

Supported - Unicode
Non-Supported - Unicode
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You can also use the link below by a 3rd party web site with step by step screen shots

If you are unable to open this link, the content is provided as a PDF attachment.

 


Note*

In testing the sync even if the user empties the contact folder and syncs to it, contacts will sync to this folder with no problem for the first time. On the second sync users get the error attached (see the error tab above).

Resolution

ONLY EXCHANGE email type is supported

 

This would apply if you have a default Exchange account that uses .OST file and you are synchronizing to your secondary PST file

 

To work around this issue complete the following and resync:

You can either have your IT team complete this task for you or follow the steps from the Microsoft link below.

There is no automatic way of converting a Microsoft Outlook 97-2002 Personal Folders file (.pst) to a Unicode-capable Microsoft Outlook Personal Folders file (.pst) file. The easiest way to convert a non-Unicode .pst file is to create a new data file in the Microsoft Outlook Personal Folders file (.pst) format that supports Unicode and then import items from your old data file to the new Microsoft Outlook Personal Folders file (.pst).

 

 

For Microsoft Outlook 2007

1. Create a new data file

  • Click on Tools / Account Settings / Data Files
  • Click on Add
  • In the Types of Storage, select Office Outlook Personal Folders File (.pst)  and click on OK
  • In Create or Open Outlook Data File  don't select a file and click on OK twice.

2. Make the new PST data file default and remove the old one

  • Select the new PST data file and click on Set as Default
  • Click on YES on the Mail Delivery Location pop up
  • Restart your Outlook
  • Click on Tools / Account Settings / Data Files
  • Select the old PST data file and take a note of the location in the Filename
  • Once you do that, click on Remove

3. Import items to the new data file

  • On the File menu, click Import and Export.
  • Click Import from another program or file, and then click Next.
  • Click Personal Folder File (.pst), and then click Next.
  • In the File to import box, specify the path and file name of the old non-Unicode Microsoft Outlook 97-2002 Personal Folders File (.pst) file you want to import and click Next.
  • Select Import items into the same folder in: and select the name of your new Unicode Personal Folders File (.pst).
  • Follow the remaining instructions in the Import and Export Wizard.
 
Microsoft also provided this link for Outlook 2007 - Convert a non-Unicode data file (.pst) to a Unicode data file (.pst)
 

For Microsoft Outlook 2010/2013

1. Create a new data file

  • On the File menu, point to New, and then click Outlook Data File.
  • To create a Microsoft Outlook Personal Folders File (.pst) that offers greater storage capacity for items and folders and supports multilingual Unicode data, click OK.
  • In the File name box, type a name for the file, and then click OK.
  • In the Name box, type a display name for the .pst folder.
  • Select any other options you want, and then click OK.
User-added image
 

Additional information from Microsoft on How to Create an Outlook Data File (.pst) to save your information
Applies to Outlook 2013 

 

2. Make the new PST data file default and remove the old one

  • Click on File / Account Settings / Data Files
  • Select the new PST data file and click on Set as Default
  • Click on YES on the Mail Delivery Location pop up
  • Restart your Outlook
  • Click on File / Account Settings / Data Files
  • Select the old PST data file and take a note of the location in the Filename
  • Once you do that, click on Remove

3. Import items to the new data file

  • On the File menu, click Options / Advanced / Export
  • Click Import from another program or file, and then click Next.
  • Click Personal Folder File (.pst), and then click Next.
  • In the File to import box, specify the path and file name of the old non-Unicode Microsoft Outlook 97-2002 Personal Folders File (.pst) file you want to import and click Next.
  • Select Import items into the same folder in: and select the name of your new Unicode Personal Folders File (.pst).
  • Follow the remaining instructions in the Import and Export Wizard.

Additional information from Microsoft on how to import data to a new pst file
Now all the new email will be delivered into your new PST file.


4. Restart Salesforce for Outlook

  • Right-click the system tray icon on your desktop and select Exit.
  • For Windows Vista or Windows 7: Click on Start and type: "%appdata%".  For Windows XP click on Run and type %appdata% and click OK
  • Open the salesforce.com / Salesforce for Outlook.
  • Delete the DB folder and close the window.
  • Right-click the system tray icon on your desktop and select Settings....
  • Enter your Salesforce username and password.
  • Click Allow. This creates a secure connection between Outlook and Salesforce. You won't have to log in again unless you encounter an error. If you click Deny, you'll return to the previous step.
  • Click Next, and choose the folders you want to sync. You can use your default folders or click Change Folder and select or create a folder that's within your default folders or the main Mailbox folder (see the screen shot below)
  • Click the configuration link to see more details about how you're configured to sync.
  • If you want to include private records, you can check them and click Save.
  • Click Next, and then click Done.


Additional information with video tutorial to perform this step from a 3rd party website
 




Attachments
Name Type Size
SFO.png
123KB
how to Determine PST Format.pdf
116KB

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