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SFO wizard fails after login and throws an error message

Knowledge Article Number 000205921
Description ISSUE

After SFO is installed, SFO wizard starts but after entering username and password, it throws an error message

An unexpected error occurred.Review the appropriate log for details

Value Cannot be null
Parameter name: ex

 
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CAUSE / REASON

Duplicate or missing Redemption key or even a failed SFO installation or corrupted Windows profile 



WARNING

Changes made to the Windows registry happen immediately, and no backup is automatically made. Do not edit the Windows registry unless you are confident about doing so.  We recommend reaching out to your internal IT team or Help Desk to perform these steps. If you do not have an IT team, you can follow the steps below


"Using Registry Editor incorrectly can cause serious, system-wide problems that may require you to re-install Windows to correct them. Use this tool at your own risk."

 
Resolution
STEP 1 - Duplicate or missing Redemption key or even a failed SFO installation

1- First we need to check the Salesforce for Outlook (SFO) log file to see the detail about this error.  To do this, press and hold down the Windows key on your keyboard and press the R key on your keyboard. This will open the RUN box

2- Close Microsoft Outlook and SFO ( Right click on the SFO system tray icon at the bottom right corner of your screen and click on Exit )

3- In the RUN box, type in the following and press OK

%appdata%\salesforce.com\Salesforce for Outlook\logs

If you have SFO version 2.4.2 and earlier, type in %appdata%\salesforce.com\Salesforce for Outlook\   instead

4- In the folder locate the Trace.log and open it using notepad ( you can also double click on it)

5- You should see an error message similar to this one

 
This operation failed because the QueryInterface call on the COM component for the interface with IID '{E54C5168-AA8C-405F-9C14-A4037302BD9D}' failed due to the following error: No such interface supported (Exception from HRESULT: 0x80004002 (E_NOINTERFACE)).

6- Copy that registry key - Highlight it and then right click on it and click on Copy

7- Leave that file open for now and bring up the RUN box again using the step 1 above and type in REGEDIT and press enter

8- In the Windows Registry, collapse all the folders and on top click on the Computer icon

9- Click on Edit | Find  and in the box paste what you copied from the log file. The registry key from the trace.log - {E54C5168-AA8C-405F-9C14-A4037302BD9D}

 
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10- When the key is found, right click on it and click on Export and save it on your Desktop (you can also create a folder and save these keys in there)

11- After you Export the key, right click on it again and click on Delete

12- On your keyboard press the F3 key on the top row and then repeat step 10-12 above until you see the pop up box saying Finished searching through the registry.

13- Close the Windows Registry (File | Exit)

14- Now you need to manually re-register the SFO Redemption DLL to resolve this issue. To manually re-register the DLL follow the How to register DLL's manually while installing Salesforce for outlook plugin and then try to reproduce the issue

15- If re-registering the DLL did not address the issue, you may need to uninstall and re-install SFO. Please follow the steps on the Complete Uninstall install for Salesforce for Outlook


STEP 2 - A corrupted user's Windows profile

If the above steps did not resolve this issue, you Windows profile may be corrupted or some corrupted entries in the Registry. You can check out the link at the bottom of this article by Microsoft on how to perform this task or follow the steps below 


* First using the Complete Uninstall install for Salesforce for Outlook article, uninstall Salesforce for Outlook completely

You may need to ask your IT department to create a new Windows profile (username) on your computer to resolve this issue. Once everything is working in the new Windows profile then you can ask your IT to transfer your data. Your IT can simply log in with their account and rename your Windows profile from C:\users\ and have you re-login. Your old profile won't be deleted in case this does not resolve the issue you can always go back to your old profile. For example if your username is JDoe they can change it to JDoe.old or JDoe2

Note***
They must log you off first, switching users will keep you logged in hence won't allow them to rename your profile


If you do not have an IT department you can follow the steps below in order to create a new Windows profile (username). This link from Microsoft also has a video that would walk you through this process.

1- You need to be logged in to your computer as a local Administrator to create this new account. You can do this from Control Panel | Users

2. Assuming you already uninstall SFO, log off and log in with your new username.

3. Windows will take a little bit longer since it will try to configure your profile for the first time. Once you see your Desktop and some icons. Next you would have to configure your Outlook profile. 


The Microsoft link below will assist you with creating a new Outlook profile if you do NOT have an IT department to help you out with this step.
How to create and configure an email profile in Outlook 2010, Outlook 2007, and Outlook 2003 


 
4. After the Outlook profile is configured, close all your applications and install SFO and see if the issue is still reproducible

5. Once SFO works successfully, then you can copy your data from the old profile to the new profile

If you have an Exchange email (Company email) you must have your IT department assist you with this task. After you create a new Windows profile, 


How to Fix a corrupted Windows user profile by Microsoft




 




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