Print this page

Salesforce for Outlook is unable to communicate with Outlook

Knowledge Article Number 000194175

Salesforce For Outlook (SFO) sync fails with either a GUI error message about "SFO being unable to communicate with Outlook" or an error about not registering with DCOM within the required timeout.

This is because SFO needs to access the Outlook data file, which is a .OST file on the computer or in the User's mailbox on the Exchange server. If a User is running Outlook in the Exchange Cache mode then the data file is saved on the local hard drive as a .OST file, and by default the location of this file will be %localappdata%\Microsoft\Outlook\. 

If a User is not running Outlook in the cache mode then there won't be an .OST file on the machine. 



Resolving the Salesforce for Outlook Error

There are several causes to this issue, all outlined with a resolution below. 
  • User is NOT running Outlook in the Exchange cache mode and SFO is unable to communicate and connect to the User's mailbox on the Exchange - Review our documentation on Enabling Exchange Cache mode in Outlook to resolve the issue. 
  • User is running Outlook in the Exchange Cache mode but the data file is corrupted - You'll need to Rename and Recreate Microsoft Outlook data (.OST) file.
  • Windows Vista/7/8 UAC (User Account Control) is enabled - Turn off Windows Vista/Windows 7, and Windows 8 UAC (User Account Control).
  • Folders grayed out in the Salesforce for Outlook wizard - When SFO is unable to communicate with Outlook, sometimes it's also unable to see the Outlook folders in the SFO wizard
  • Many COM+ applications are running under different User Accounts that are specified in the "This User" property - The computer cannot allocate memory to create a new desktop heap for the new User. Therefore, the process cannot start. You can fix the issue using the following instructions: 
1. Close All your applications, including Outlook and Salesforce for Outlook

2. Click on Start and type in REGEDIT or use the Windows and R key combination to bring up the Run box and then type in REGEDIT and click on OK

3. Navigate to HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Session Manager\SubSystems

4. Click on the “SubSystems” folder on the left pane and then double click on the “Windows” folder on the right

5. You need to change the value of this key. It is best to copy its original value by either copy pasting into notepad or exporting the “SubSystems” folder by right clicking on it and click on Export, you can save it on your Desktop or any other folder.

User-added image

6. By default you should have SharedSection=1024,3072 or 1024,20480,768. Edit the value that's highlighted in the above image. 

7. Double click the "Windows” key on the right pane and use the arrow keys on your keyboard to get to the SharedSection to add the values.
%SystemRoot%\system32\csrss.exe ObjectDirectory=\Windows SharedSection=1024,20480,768,512 
Windows=On SubSystemType=Windows ServerDll=basesrv,1  ServerDll=winsrv:UserServerDllInitialization,3 
ServerDll=winsrv:ConServerDllInitialization,2 ServerDll=sxssrv,4 ProfileControl=Off MaxRequestThreads=16

8. Click Start and type "%appData%\\Salesforce for Outlook"

9. Delete everything in that folder. 

10. Login to SFO again to check that the Sync has completed. 

Good to know: This resolution may also resolve re-sync errors that you may experience in the SFO log files. 

promote demote