Salesforce for Outlook - Most Common issues with adding email
|Knowledge Article Number||000229346|
List of all the knowledge articles mentioned below
Article Number 000199147
Article Number 000212913
Article Number 000186553
Article Number 000198753
Article Number 000229910
Before you start, we recommend reviewing the following articles for more information on how email association works
Article Number 000211889 - Add Email using the Salesforce for Outlook Side Panel
Article Number 000211788 - Add Email to Multiple Salesforce record using Salesforce For Outlook Side Panel
Common Troubleshooting techniques when Email association fails using the Add Email button (not the Side Panel)
1- Take Outlook offline
2- Select email and click Add Email button. Check the Outbox.
3- You must see one email in Outbox. The original selected email is now added as attachment to this new email with Email To Salesforce address in To field.
If this information is correct, make Outlook online again and see if you have connectivity to internet and you can send email.
If the email can be sent successfully then the plugin is working properly. Please contact Salesforce support for further investigation. Please also contact your I.T department as the issue may be related to your company firewall. (When contacting support please provide the time and date when you attempted to add the email, also please attach the log files for Salesforce for Outlook.
Users are unable to add an email from the Side Panel by clicking on the add email envelope icon. Side Panel displays an error message in red and would try to add the email but then it stops and the envelope never turns green.
The Name, Comment and Due Date fields of the Task Object are not visible for the affected user's profile and the FLS (Field Level Security) is set to Hidden
To address this issue refer to Article Number 000199147
When you select an email in Outlook, in Inbox or any other folder as well as composing a new email, or even replying to an email and trying to associate that email to a record in Salesforce using the Side Panel, the Side Panel throws an error message on top after you click on the Envelope icon next to the record name
It is not easy to say but possible causes could be any one or more of the following:
- A validation Rule on the Task object
- A workflow Rule
- An Apex trigger
- Email body/content is too large (Description field)
To address this issue refer to Article Number 000212913
The small Add email envelope icon is not visible in the Side Panel