Salesforce for Outlook sync error - There was and error generating the XML document
|Knowledge Article Number||000063741|
|Description||If you are syncing Contacts, Events or Tasks and you see the error in the Salesforce for Outlook notification box "Unable to Connect to Salesforce. There was an error generating the XML document" please check the Sync logs for an error similar to the following:
The surrogate pair (0xD8FD, 0x12A4) is invalid. A high surrogate character (0xD800 - 0xDBFF) must always be paired with a low surrogate character (0xDC00 - 0xDFFF).
|Resolution||If this error is present in the logs note if this occurs when syncing Contacts, Events or Tasks. After identifying what entity was syncing when the error occurred check any recently modified or created records in Outlook for strange characters in the record details. These mostly occur in the notes or body of the records as they are pasted in from other applications.
Identify the problem record in Outlook and remove or modify any none XML compliant characters (generally these do not look like regular characters).
You can identify in each log line after a Contact, Event or Task sync the error message for the invalid character. You may need to do this several times as the sync can stop at the invalid record and not move on to additional records in the sync.