Print this page

SFO Sync fails - Unable to sync this record because of a record conversion problem.

Knowledge Article Number 000211825
Event synchronization fails

  • SFO sync starts automatically and fails.
  • Right click on the SFO System Tray icon and click Sync | Sync Now.
  • Exit SFO and then rename or delete the DB folder from the %AppData%\\Salesforce for Outlook\ and restart SFO and configure the wizard, sync starts and fails with an error message.

  • The Salesforce for Outlook "Sync.log" and "Trace.log" would contain:
ERROR [Event] An error occurred in converting SFDC record <event name> of type EVENT. Error: Sfdc.Synchronization.RecordMappingException: An Error occurred in Converting To Outlook Record ---> System.InvalidCastException: Unable to cast object of type 'Sfdc.Server.SfdcRecordId' to type 'System.String'.

ERROR [Event] ***********  Sync Engine  ***********  Error System.ArgumentException: An item with the same key has already been added.
   at System.ThrowHelper.ThrowArgumentException(ExceptionResource resource)

  • GUI Error - Double clicking on the SFO system tray icon will display:
Unable to sync this record because of a record conversion problem. Contact your Administrator


Corrupted Outlook Configuration or Data Set in Salesforce

Resolution To resolve this issue.
    • On the user's computer who is having this issue, exit Salesforce for Outlook from the system tray by right clicking on the Salesforce for Outlook icon at the bottom right corner of your screen and click on Exit
    • Next, ask your Salesforce Administrator needs to login to your Salesforce org
    • Navigate to Setup
    Non-Enhanced Setup Menu:
    Your Name | Administration Setup | Desktop Administration | Outlook Configurations

    Enhanced Setup Menu:
    Setup | Administer | Desktop Administration | Outlook Configurations

    Lightning Experience Menu:
    First click on your Tools icon on the right top corner and click on Setup Home
    Then in the left hand side, on top, in the Quick Find search box type in Outlook and then you should see
    Outlook Configurations on the list, click on it

    User-added image
    • Click on the name of the Outlook Configuration that the affected user or users are assigned to
    • Click on the Clone button on top or create a new configuration exactly like the one the affected user is assigned to
    • Change the name
    • Make sure the box for Active is checked
    • Assign the username of the person who is experiencing this issue. (If there are more than one user experiencing this issue, we recommend testing this with one user first then add the rest of the users to the new configuration)
    • Click on Save.
    • The Data Set should be automatically copied with the rest of the settings to the new cloned configuration
    • Now the end user, can open Salesforce for Outlook on their computer and try to reproduce the issue.
    * They may need to right click on the Salesforce for Outlook icon in the system tray and click on Setting... to open the wizard and click on the Change User button on top. Enter Salesforce credential and reconfigure SFO and let it sync

    promote demote