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Salesforce for Outlook - You're not connected to Salesforce error in Side Panel

Knowledge Article Number 000187240
Description

A few other issues that could be also be related 

1- Upgrading to SFO version 3.0.0 or later from an older version - Since TLS 1.0 was disabled and TLS 1.1 and higher is required. See Article number 000221207 - Salesforce Disabling TLS 1.0 for more information.
2- Salesforce for Outlook login issues
3- Side Panel Search issues
4- Side Panel links opening the wrong browser instead of the default browser
5- Getting scripting error messages when logging in to Salesforce for Outlook
6- Salesforce for Outlook connectivity issues

 

Also note

After successfully browsing records in the Salesforce for Outlook Side Panel it can show a "Not Connected" error when the session it has been using has expired. This is a security feature that can surface from time to time. By clicking on other records in Outlook and waiting for the session refresh the side panel should refresh and once again allow uninterrupted searching of records in the side panel - at the outside this refresh could take 45 seconds.  Under normal usage the session refresh should not be encountered on a day to day basis if ever.

If the error is incurred while searching records in Outlook and it doesn't resolve as described above there are 2 actions you can try:

 

1.  Close and reopen both Outlook and Salesforce for Outlook  OR

2.  The user can revoke their own Oauth session for Salesforce for Outlook and re-establish it.
This can be done by following the steps below

- Log into Salesforce
- Navigating to My Settings | Personal | Advanced User settings
-
Under OAuth Connected Apps section click on the Revoke link next to all of the Salesforce Outlook line items

The user will need to navigate to the Salesforce for Outlook icon in the system tray on the local machine and select Settings and login and go through the Settings Wizard again.   

Note: if you are in a Single Sign on Environment you may need to be logged into the online application to successfully authenticate using the wizard



 

 

 

Resolution

Internet Explorer optimal settings for Salesforce for Outlook

 

Small Alert Icon Before you begin - If you have Salesforce for Outlook (SFO) version 3.0 or later installed, make sure you read our Salesforce for Outlook and TLS article. If you need help figuring out what version you're using, we've got an article to help you with that too,  What version of Salesforce for Outlook do I have installed?.
 

1. Close all Internet Explorer windows and all the programs running.
       - To close SFO, right click on the SFO gray or red icon in the system tray and click Exit.

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2. Bring up the Run command box using the Windows and R key combination. Type in inetcpl.cpl and click OK.

 

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3. First, we need to reset and restore IE settings. Click on the Advanced tab and click on Restore advanced Settings and then click Reset.
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4. The "Reset Internet Explorer Settings" will open, check the box for the Delete personal settings, and then click on Reset.

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5. Next you would need to click on “close

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6. This would close the Internet Options, you need to bring up the Run command box using the Windows and R key combination. Type in inetcpl.cpl and click OK.

7. On the "General" tab click the Delete button, and make sure the first box is unchecked, and the following 3 boxes are checked then click Delete

- Temporary Internet files and websites files
- Cookies and website data
- History"


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8. From the General tab, click on Settings under the Browser History section

      - The General tab may look different in different versions of IE

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9. Under "Temporary Internet Files and History Settings," select the radio button Every time I visit the webpage and set the “Disk space to use..” to 250.

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10. On the "Security" tab, click on Trusted Sites and click the Sites button.
On the “Trusted sites” window type in https://*.salesforce.com in the "Add this website to the zone" field. Then click Add, and then click Close


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11. From the "Security" tab, click Trusted sites again. Then click on Custom level.  “Under "Security Settings – Trusted Sites Zone" click the Reset to: drop down field and select Low and click Reset. Click on “Yes” on the warning popup box.

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12. Then scroll down in the "Setting" box on "Security Settings – Trusted Sites Zone" until you see "Websites in less privileged web content zone can navigate into this zone" and click Enable. Also, set the "Display mixed content" to “Enabled” and then click OK.

Click Yes if you get a warning message.

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13. Click on “Privacy” tab, click on the “Sites” button and add the domain “Salesforce.com” in the box and click on “Allow

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14. Next, click on the “Advanced” button in the Privacy tab and check the boxes for “Override automatic cookie handling” and “Always allow session cookies”, click on OK

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15. Next and last Click on the “Advanced” tab. Make sure Allow active content to run in files on My Computer is checked and Check for server certificate revocation* is unchecked

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16. Click on the "Connections" tab and click on the LAN Settings and make sure none of the boxes are checked, unless there is a proxy server on your network (you would need to check with your IT help desk for more information about this settings) By default the first box "Automatically detect settings" should be checked, If there are no proxy servers on your network go ahead and uncheck the first box and click on okay

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17. Close Internet Options and reopen Internet Explorer.
18. Open Outlook.
19. Open SFO if it's not running in the system tray, then right click on it and click on Settings. On the SFO screen, click on Change User and login again to reset the sync database.

Note: Please DO NOT DELETE or RENAME the Sync.db file in the user folder "%appdata%\salesforce.com\Salesforce for Outlook\DB " unless the sync is turned off for all 3 objects ( Contacts, Events, and Tasks) 

20. Enter your credentials in the wizard and complete it and then try to reproduce the issue





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