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Salesforce for Outlook Side Panel keeps on loading or remains blank

Knowledge Article Number 000176337
Side panel loads in Outlook but it never connects
- It will keeps on loading and goes into a loop and stays either white or blank or
- Data displayed in the Side Panel is out of order and all distorted or
- An error message is displayed in the "Side Panel" stating "Salesforce is not reachable at this time".
If Side panel shows "Unable to connect" please refer Article # 000187240
An example of the Side Panel not loading correctly
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Beginning Summer ’15, we’ll discontinue support for Microsoft® Internet Explorer® versions 7 and 8. For these versions, this means that some functions may no longer work after this date. Salesforce Customer Support will not investigate issues related to Internet Explorer 7 and 8 after this date.

Possible Causes

- Internet Explorer settings
- Existence of a proxy server or a firewall
- Network security policy or VPN settings, slow network performance
- RSS enabled feeds causing too much network traffic



  • If you are using an older version of IE such as IE 7 we recommend upgrading. Please see our Supported Browsers Knowledge Article
  • Internet Explorer 11 (IE11) is not supported with SFO 2.3.5 and earlier versions
  • For creating records using the Salesforce Side Panel Publisher you must have IE9 or later
  • If you are using IE 11 and you are experiencing this issue, you may need to apply the work around in the Article Number  000193226

You can reach out to your Internal Help Desk to perform the following steps. Always check the SFO system requirements page before upgrading your Microsoft Outlook, Microsoft Office, Internet Explorer, and Windows operating systems to make sure they are supported and you can continue using the Salesforce client applications. 



To reduce the potential communication issues, you can disable the “Salesforce for Outlook Add to Salesforce Toolbar” so the side panel won’t be competing for connection with SFO during troubleshooting.

In Outlook 2007, click on Tools | Trust Center | Addins
In Outlook 2010/2013, click on File | Options | Addins

Click on the GO button and uncheck the box for “Salesforce for Outlook Add to Salesforce Toolbar”.  Also, ensure that the box for “Salesforce for Outlook Side Panel” is checked 


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*To get the Side Panel to load, try loading Outlook first and then open SFO after Outlook is fully loaded and wait for a few seconds (possibly longer depending on your network and computer speed)

**If you are not able to uncheck the box on the "COM Add-Ins" try closing Outlook first and then hold down the Shift key on your keyboard and right click on the Outlook shortcut icon and then click on "Run as Administrator."
to be able to check that box



In few cases this issue could be related to one or more of Outlook RSS feeds. Follow the steps below and then try to reproduce the issue

1- Open Microsoft Outlook

If you have Outlook 2007: Click on Tools| Options | Mail Setup tab | Send/Receive

If you have Outlook 2010/2013: Click on File | Options |Advanced

When you click on File | Options |Advanced you should see a section on the right called RSS Feeds, uncheck both boxes in that section

2- Next scroll down, under Send and Receive section, click on Send/receive... button 

On the Send/Receive Groups screen make sure the first 2 boxed are checked and then select the All Accounts group name and click on Edit

4- On the Send/Receive Settings - All Accounts window click on the RSS  button on the left pane if one exist and then on the right pane uncheck the box for "Include RSS Feeds in this Send/Receive group"


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5- Next click on the Microsoft Exchange account on the left and make sure the box for Include the selected account in this group is checked 

6- Under Folder Options uncheck the box for RSS Feeds (repeat this step for all your accounts on the left of that screen if you have more than one account)

7- Once done, click on Ok | Close | Ok and close and reopen Outlook

8- Try reproducing the issue.



Configure your Internet Explorer browser settings for optimal performance when using the Salesforce for Outlook plug-in. Even if your default browser is not IE you need to follow these steps and make sure IE is working online and working correctly.

NOTE: You must have local administrative privileges on your computer to do this.

To configure your Internet Explorer settings:
1- First close all your programs specifically Outlook and SFO - Salesforce for outlook)
** To close SFO, right click on the SFO gray or red icon in the system tray and click on Exit

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2- Apply the steps on the Article Number 000206646 - Optimal Settings for Internet Explorer 
3- Restart IE and try to reproduce the issue

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