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Salesforce for Outlook log file error: "WARN Record mapping missing: No mapping record found for update"

Knowledge Article Number 000221272

Don't attempt to follow the below steps if you don't feel comfortable working with SQL Lite or installing browser extensions. The intended audience for this article are: Salesforce system administrators, Super Users, IT personnel, and anybody who is very familiar with Salesforce for Outlook, as well as comfortable with databases. If you are not at ease manipulating databases, are new to Salesforce for Outlook, and/or are unsure how to proceed, please contact your local Salesforce System Administrator for help. 

I am a Certified Salesforce Administrator. What's this article about? 

One of your end-users has run into a problem where Salesforce for Outlook fails to sync events, and displays a very generic error message: "Unable to sync: Review the appropriate log for details." The log file seems to have more information, but it is still unclear what to do. The entry in the log file might look something like this: 

"2014-06-09 16:26:10,289 WARN  Record mapping missing: No mapping record found for update: 040000008200E00074C5B7101A82E00800000000E086FBDD4A76CF0100000000000000001000000048E2D350FFC4C4498D259AD1CA42C5ED."

Except for the number, it's the same error message I received. What does it mean? 

The long number in the error message in the log file is actually an Outlook record ID. SFO synced an event in Salesforce to an event in Outlook, saved the mapping, but now cannot find the record anymore.

How to fix it

You may have to delete the event from Outlook, from Salesforce, or both, depending on the settings selected in the Outlook Configuration. But first, you need to find the problem event. 

Please note: If you are working on an end-user's issue. you must have a copy of their sync.db file. There is no way around this. You need the database file in order to more information about the Event record, which will then allow you to find it in Outlook or in Salesforce. If you are working on your issue, make a backup copy of your sync.db file before proceeding to the next step.


I happen to have a copy of my User's sync.db file. Now what?

The sync.db is a SQL Lite database. You need a tool that will allow you to open it, browse the tables, and search for specific records. For the purposes of this Knowledge article, we will use the Firefox extension/add-on called SQLite Manager by lazierthanthouInstall the add-on in your Firefox browser before proceeding to the next step. Use caution if you decide to install it in your end-user's browser. 

Tip: You can feel free to try other extensions for Firefox. There are similar extensions for Chrome, but they seem to lack the features needed to resolve this problem. We have not tested extensions for Internet Explorer.


Installing the add-on in my Firefox was a snap. Now what?


1. In Firefox, go to Tools | SQLite Manager to launch the add-on.
2. Once you've opened the add-on, go to Database | Connect Database and find the sync.db file (SQLite data files use the .sqlite extension by default, so you may have to type the name in the Select File screen).

If you're working on your installation, your sync.db file will be found under  users/<yourusername>/AppData/Roaming/ for Outlook/DB

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Once you're connected to the database, please follow these instructions:

1. Use the left panel to navigate to the "SyncEventMapping" table. 
2. Use the Search button at the top to look for the ID in the error message. 
3 Copy and paste the record ID from the log file in the "EntryId" field in the Search Screen, and then click Ok

See the flow in the following image: 

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You should have one record returned by the search. Expand the SfdcId column so you can take a look at the value in this field: 

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Use the "SfdcId" value to find the Event record in Salesforce


1. Double-click on the field, then copy and paste the SfdcId value in your browser's address bar to get more details on the problem Event record. See the image below: 

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2. Once you find the event, go ahead and delete it.
3. After deleting the record in Salesforce, launch the sync manually from the SFO icon in the Windows task bar. If you get the same error message (hopefully with a different record ID), repeat the process until this error message has cleared. 


Can I export the table to Excel?

Absolutely. Follow these steps: 

1. Highlight the table name in the left panel. 
2. Go to Table | Export Table.
3. Click OK. 
4. Type the file name, and then click Ok again. 


You just created a file that you can open in Excel. I suggest you use CSV format and leave the default field separators, etc. 

Does this process apply to Contacts and Tasks?

The same resolution can be applied for this type of error on Tasks and Contacts. The tables for these two objects are: SyncedTaskMapping and SyncedContactMapping, respectively.

I can't find that long ID in the SyncEventMapping table. Where else could it be? 

There is one more set of tables where you can look: OutlookHistoryEventOutlookHistoryContact, and OutlookHistoryTask. These tables are the same EntryId field, and a very handy OutlookDisplayName field that you can use to find the record in Outlook. 

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