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Salesforce for Outlook Add Email button becomes "Inactive" when Outlook is restarted

Knowledge Article Number 000194208
Description ISSUE
Salesforce for Outlook Add Email button becomes Inactive each time Outlook is restarted. If you set the Add-in to Active from (Outlook | Add-ins) after Outlook is restarted, the Add-in will revert to Inactive.

If you open the COM Add-ins manager (by clicking on the Manage COM add-ins Go button), these inactive add-ins are not marked as being enabled, but they are also not marked as being disabled. In fact, their Load Behavior is set to Unloaded:


 
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Applies mostly to
- Office 2013 Click-to-Run or Office 365 versions.
Note: You may still apply these steps to other versions of Office but the screen shots or steps may not be exactly the same. Refer to your IT team if you have a different version of Office installed on your computer

Possible Cause

1- Installation of Office 2013 C2R (Click to Run) or Office 365

Only the minimal features of the application are actually downloaded as require them (not the full install). They run locally and very optimal, only seconds to install depending on connection speed.

So in most cases, the required features for Add-ins such as our Salesforce for Outlook to work do not get downloaded and installed

2- Outlook Resiliency key

Occasionally, Outlook may disabled a specific Add-in (or all add-ins) without marking it as being disabled. This is done by the Resiliency key in the Registry
 
Resolution




 

1. Uninstalling Salesforce for Outlook (SFO)


First thing you need to do is to uninstall SFO from your computer. To do this refer to the article Complete Uninstall install for Salesforce for Outlook

2. Removing the Resiliency and Redemption keys from the Registry

Next we will search the registry for any Resiliency keys under Outlook and delete them
 
a. Click on Start and type in REGEDIT in the Search box or in Windows XP click on Start | Run and then type in REGEDIT to open the Registry Editor

b. On the left side, click on the Computer icon on top and from the menu click Edit | Find

c. 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
  
d. If the search finds anything, select it, right click on the yellow Resiliency folder and click on Delete

e. Press F3 on your keyboard to continue the search until you see "Finished searching through the registry"

f. Click on OK

g. While you are in the Registry Editor, 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 the next step)
 
HKEY_CURRENT_USER\Software\Redemption
HKEY_CURRENT_USER\Software\Redemption**
HKEY_LOCAL_MACHINE\SOFTWARE\Redemption
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Redemption

h. Close the Registry Editor
 

3. Deleting the content of the TEMP folder


Using the Win key and R key combination, bring up the Run prompt and type in %TEMP% and press Enter. Delete everything in the Temp folder. You wont be able to delete everything since some files are running in the memory so it is okay to Skip them when prompted
 

4- Repairing the Office installation


LINE Repair on Microsoft Office 2013 Click to Run or Office 365 Now, we need to run an ON
With C2R (Click 2 Run) you can just repair your shortcuts and file type registration (“Quick Repair”), or you can do a “Full Repair”, which will basically uninstall and re-install your applications (just as quickly and seamlessly as the first time) without losing any of your settings or documents.

Both of these options can be found in the Windows “Programs and Features” area.
   a. First close all your open and unsaved applications.
   b. From Control Panel, in the list of installed programs and features, locate your Microsoft Office installation.
   c. Select it and click on Change
   d. The Office Repair screen option will pop up
 
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Make sure to select the Online Repair and click on Repair.

5- Resetting Outlook toolbar and any customizations

After the repair is done, open Outlook and make sure everything is working correctly.  You will need to reset the Outlook customization and toolbar

Navigate to the Customize the Ribbon window in Outlook
  • Click the File tab.
  • Under Help, click Options.
  • Click Customize Ribbon.
  • Click on the Reset button and select reset all customizations
  • Close Outlook
You can also to refer to the link below from Microsoft that has different videos on this topic. See Go back to the default tab or hide a tab section. The office version in the video is 2010 but the options are the same.
 
In Outlook,
  • Click the File tab | Options | Trust Center
  • Then click Trust Center Settings.
  • In the Trust Center, click Macro Settings.
  • Select Enable all Macros and click on Ok
  • Close Outlook

7. Downloading, Extracting and Installing Salesforce for Outlook (SFO)

Now you need to download Salesforce for Outlook and install it. Since you have Outlook 2013, you only need to install the Visual Studio run time and Salesforce for Outlook.
 
a. Download the SalesforceForOutlook.exe file from Salesforce.

b. Next create a new folder on your Desktop or Downloads folder and save the downloaded file into this newly created folder (In my example below I have created a folder on the C drive called "SFO" and saved the file there)

c. Click on Start and type in CMD to open the command prompt or in Windows 8 you need to search for CMD and then run it. You may also open Command prompt from C:\All Programs\Accessories\Command Prompt

d. Now from the command prompt you can navigate to the folder that you have saved the SalesforceforOutlook.exe installation file and use the /extract command to extract its content.

For example, if you have downloaded the SalesforceforOutlook.exe file in a folder called SFO on the C drive, simply open a Command prompt and drag and drop the file from the folder in to the Command prompt window and press the SpaceBar key on your keyboard and then type in /extract and press enter.

Or if you are familiar with MS DOS commands you can navigate to the
SalesforceforOutlook location and run the same command

C:\Folder>   SalesforceforOutlook.exe   /Extract

 
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e. This command will extract the content in the same folder (in this example it will be extracted in the c:\sfo folder). Install the o2010PIA.MSI if you have Outlook 2010 and o2007PIa.MSI if you have Outlook 2007.

* If you have Office 2013, make sure the .NET
programmability is also installed. It is part of the Office installation Office installation in Control Panel  list of installed applications, click on Change | Add remove components and expand Outlook it is the first option. Office Click to Run or Office 365 you would need to run a repair on Office and select Online Repair

* If you have Office 2010 make sure you have the latest Service Pack installed (SP2)
Navigate to the Customize the Ribbon window in Outlook
 

f. Now you can install the plug-in by running the SalesforceForOutlook.exe file

 

Now open Outlook and try to reproduce the issue


*Status of Side Panel or SFO Toolbar can also revert to Inactive if the user has selected the option "Always disable this add-in" on Outlook warning message at Outlook startup.  Outlook shows warning message if any add-in is slowing down Outlook while loading. At this point user can manage the add-in and can choose if he would like to disable the add-in himself. If this option is selected even then this issue might appear.





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