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Salesforce for Outlook Side Panel fails to Load

Knowledge Article Number 000176794

When downloading the Salesforce for Outlook installer, pay attention to the way the file gets downloaded. The installer is about 31MB and it should take a few seconds to download no matter how fast the internet speed is. So when you click on save it is possible that sometimes it starts with 30%-40% and then completes at 100%. You need to make sure the download starts at a low number otherwise the downloaded file may be corrupted


A few things to check before you get started

1. No Outlook Configuration is needed for the user to load and use the Side Panel unless user is assigned to another Outlook Configuration with Side Panel disabled. Have your Salesforce Administrator to check your Outlook Configuration to make sure Side Panel is enabled for your username
2. If you have Outlook 2010, do you have Service Pack 2 installed? Click HERE for more information on how to determine the version of Service Pack installed on your computer
3. If you have Office 2013 installed, have you checked to make sure the Microsoft Office .NET programmability Support is installed as part of your Office installation package? See STEP 7 below
4. Have you or your Administrator enabled Lightning for Outlook for you? See Article Number    000230218
5. Are you running Windows 8.x? If you are, check out Salesforce for Outlook Side Panel fails to load in Windows 8
6. Previous versions of SFO (Version 2.4.2 and earlier) should be uninstalled and installed by Local Administrator as well as all the prerequisites.


Have your IT or Local Administrator to login to the affected computer and to uninstall SFO 2.4.2 and then have the end user login and install SFO 2.5.x. If you have already uninstalled the 2.4.2 or older version, have your IT install it again and then uninstall so it cleans up all the left over files.


If the user is using both Lightning for Outlook and Salesforce for Outlook the default behavior is for the Salesforce for Outlook Side Panel to disconnect and not load/display. Again refer to Article Number    000230218

The AddinTrace.log file would contain the following or similar:

DEBUG adxsidepanel    [1] UnsafeInvokeInternal : Updating Side Panel...
DEBUG adxsidepanel    [1] InvokeMethod : Ignored because config is disabled

Check if the user is using Lightning for Outlook

  • In Salesforce, navigate to Username | Setup | Lightning for Outlook | Settings
  • Check the Lightning for Outlook User Mapping section
  • Disconnect the User if needed by clicking on Disconnect
  • Restart Salesforce for Outlook and Outlook to display the Side panel again for the user in Outlook

STEP 1 - Is the Add-in running ?

Make sure that the Salesforce for Outlook SFO icon is present in the system tray.

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If SFO icon is not present, try to run it by double clicking on the icon from the Desktop and wait a few seconds to see if it shows up in the System Tray. If nothing happens, try to restart your computer and see if the icon shows up. If you are still having an issue with the icon loading in the System Tray, you may need to follow the Article 000169483 and Article 000167727 to uninstall and re-install the Application.

STEP 2 - Is the Add-in Visible (Showing / Hidden)

After making sure the SFO icon is present in the system tray, check to make sure the Side Panel is not hidden in Outlook

Please refer to the How to Show Hide Salesforce for Outlook Side Panel in Outlook article for more information



STEP 3 - What is the status of the Add-in in Outlook?

Next we need to check to make sure the Add-in is active in Outlook. An Outlook Add-in can be in either one of these 3 states
- Active
- Inactive
- Disabled

The Add-in must be in Active Application Add-Ins status.

We need to check to make sure the following 2 Add-ins are not listed under the Outlook  Inactive Application Add-Ins nor Disabled Items.

  • Salesforce for Outlook Add to Salesforce Toolbar 
  • Salesforce for Outlook Side Panel.

If the Add-ins are Active and the Side Panel still fails to load, skip to Step 4 if not continue 

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In Microsoft Outlook 2007

Click on Tools | Trust Center | Add-Ins

In Microsoft Outlook 2010/2013/2016

Click on File | Options | Add-Ins

A) Are any of the Salesforce add-ins listed under Disabled Items? If yes, you need to enable them.

1. Click the Manage drop-down menu and select Disabled Items and click on the Go... button

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2. If the Salesforce add in is listed, select it and click Enable.
3. Restart Outlook and SFO for changes to take effect
4. See if the Side Panel loads now

B) Are any of the Salesforce add-ins listed under Inactive Items? If yes, you need to activate them.

1. Click the Manage drop-down menu and select COM Add-ins and click on Go...
2. Check the box for Salesforce add-in(s) and click on OK

* The Location will display the path that the DLL is in, for instance sometimes SFO is installed for the user (the Me Only option) but this path will point to the Program files folder. This indicates a bad installation and you need to clean up manually and reinstall. 

** You can also pay attention to the Load Behavior status at the bottom section of the COM Add-in box for any errors or messages
3. Restart Outlook and SFO for changes to take effect
4. See if the Side Panel loads now.

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STEP 4  - SFO running as who ?

1. Right click on the SFO icon on your Desktop and click on Properties
2. Click on the Compatibility tab.
3. Under Compatibility mode, make sure Run this program in compatibility mode for: is UNCHECKED as well as the box for Run this program as an administrator  under the Privilege section

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4.Click OK and then relaunch Outlook and SFO and see if the Side Panel loads.

STEP 5 - Editing the Windows Registry for SFO key entries

If none of the steps 1-4 resolved the issue it is possible that the installation has failed and the registry entries are not created or the add-in is disabled in the registry

1. To open the Registry Editor press the Win(key) + R key combination on your keyboard and type in REGEDIT  in the Run box to open the Registry Editor

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2. On the left side, all the way on the top, click on the Computer icon and on the menu click on Edit | Find
3. In front of "Find what: " type in Resiliency and make sure to check the box for Match whole string only and click on Find Next

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4. If the search finds anything, select it, right click on it and click on Export
5. Save it to a folder (You can create a new folder or save it on your Desktop)
6. After you Export it, right click on the yellow Resiliency folder and click on Delete
7. Press F3 on your keyboard to continue the search and perform the steps 4-6 above until you see "Finished searching through the registry"
8. Click on OK
9. Next locate the following registry keys and delete them. Make sure you click on each and then right click and click on Delete
you may see 1 or 2, if none exist skip to step 7



10. While you are in the Registry Editor, check to make sure the "LoadBehavior" of any of these keys value values is set to 3. Sometimes this value changes to 2 that causes the Add Email not to load
If it is set to 2 or any other value but 3, double click on the LoadBehavior key and change its value to 3 and press Enter


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Also make sure the following 2 keys exist in the Registry: AddinSidePanel.AddinModule and ADXForm. Please ensure the load behavior of AddinSidePanel.AddinModule is set to 3.

If they don't move to Step 6

11. Close the Registry Editor

STEP 6  - Perhaps installation is failed or corrupted

If the HKEY_CLASSES_ROOT\TypeLib\{2D5E2D34-BED5-4B9F-9793-A31E26E6806E} or its subfolders (5.10 and 5.a) are missing in the Registry then most probably the installation has failed to register the SfdcRdm.dll (for 32 bit systems) and SfdcRdm64.dll ( for 64 bit systems). Also make sure that there are no other keys such as 4.x or 5.x exist under HKEY_CLASSES_ROOT\TypeLib\{2D5E2D34-BED5-4B9F-9793-A31E26E6806E}. You only need to have the 5.10 and 5.a you can export and save any other keys from here and then delete them. 

If the AddinSidePanel.AddinModule entry is missing from 

in the Registry then probably the installation has failed.  You would need to set the UAC to Never Notify - See Article Number 000019209 and make sure to disable any security software that is installed on the machine and try to reinstall and register the DLLs manually.

Next reinstall Salesforce for Outlook - See Article Number 000175817 and manually re-register the Salesforce for Outlook DLL files see Article Number 000004339 and see if the Side Panel loads


STEP 7 - Microsoft Office .Net Programmability Support

If you have Office 2013 or 2016, you do not need to install the PIA (Primary Interop assembly for Outlook)
For Office 2013/2016, the PIA is already part of Office installation and included in the .NET  Programmability Support option under Microsoft Outlook. You can check this setting from Control Panel\Programs\Programs and Features. This is different than the Microsoft .NET 

On the list of installed programs, locate Microsoft Office 2013 or 2016 and click on Change|add Remove features and expand Microsoft Outlook and the first option is. NET Programmability Support make sure the Run from my computer option is selected or if you have Office 2013/2016 Click to Run or Office 365, you won't have the Add Remove feature option and instead you must do an Online Repair-
Do not perform a Quick Repair

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STEP 8 - Missing Microsoft .NET components

You also need to install Windows Communication Foundation Non-HTTP Activation Components for .NET 3.5 or 4.5 and then restart your computer

To do this, 

1. Click the Start button, and then click Control Panel.
2. Click Programs , and then click Programs and Features
3. On the Tasks menu on the left, click Turn Windows features on or off.
4. Find the .NET Framework 3.5 node, select and then expand it by clicking on the + sign next to it.
5.Select the Windows Communication Foundation Non-HTTP Activation Component box and save the setting.
6. Close your applications and restart your computer and then relaunch Outlook and see if the Side Panel Loads

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STEP 9 - Reinstalling Microsoft .NET 4.5.x (A Restart is recommended after this step)

If you see any version of Microsoft ,NET 4.5.x installed lately on the computer in the list of installed programs in Control Panel, uninstall Salesforce for Outlook and that version of the .NET and then restart the computer. Once computer is restarted, run a Windows update and install all the .NET related Windows updates and let it finish. Restart the computer again and then try to reinstall Salesforce for Outlook

STEP 10 - Make sure there are no connectivity issues

You can also apply the steps in this Article Number 000187240 as last resort.


STEP 11 - Look for errors up on opening Outlook using the VSTO Alerts command

** Note: This step is for debugging the error and won't fix anything. It will allow you to see any hidden errors related to missing or corrupted VSTO.


Before you begin make sure the Registry setting of "Load Behavior" key for the HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins\SalesforceForOutlook  is set to 3, if it is not double click on the LoadBehavior and change it

1- Close Outlook and wait until SFO in the system tray turns grey
2- Open the Command Prompt as Administrator ( You may reach out to your internal IT team or if you are an admin try running it from Start. Click on Start and type in CMD and then right click on the CMD that pops up on the list and click on Run as Administrator on the pop up menu
3- In the Command Prompt type in set VSTO_SUPPRESSDISPLAYALERTS=0 and press Enter
4- Nothing would show up or pop up, this is normal.
5- Next run Outlook
6- Outlook should open up, look for any pop ups or errors that may show up on the screen, make sure to take a screen shot of that and then skip to step 12 below to check the Event Viewer logs for more information.

Alert icon  Please make sure to provide the screen shot and the related event viewer logs on the case to support or when escalating the case.

STEP 12 - Check the Event Viewer logs for any kind of errors

It is also a good idea to check the  Windows Event Viewer logs. Event Viewer tracks information in several different logs. The Windows Logs that you would find useful are:

  • Application (program) events. 

  • System events.  

Events are classified as error, warning, or information, depending on the severity of the event. 

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Simply click on Start and right click on the Computer icon or My Computer icon and click on Manage. When the Computer Management opens up, expand Computer Management (Local) | expand the System tools Event Viewer Windows logs. You need to check the Application and the System logs one at a time and search for any errors around MS Outlook, Salesforce for Outlook or any other errors at the time of the crash (error on the screen) 

If you cant figure out what the issue is, it would be very useful if you could select one or more of the events (the errors would be in red) in the middle and then use the Save Selected Events and attach it to the case if you need to escalate


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