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Learn about the most common Salesforce for Outlook sync error messages

Date de publication: Oct 25, 2023
Description
Note: Salesforce for Outlook will be retired in June 2023. Review Salesforce for Outlook Retirement.

Learn how to resolve some of the most common Salesforce for Outlook sync error messages. 
 

List of all the knowledge articles mentioned below
 

Article Number: none
Article Subject: Salesforce for Outlook Sync Error: Object reference not set to an instance of an object

Article Number: 000257313
Article Subject: Salesforce For Outlook - Sync Error "This event can't sync because it was converted into a recurring series in Outlook"

Article Number: 000187478
Article Subject: Salesforce for Outlook Sync Error: INVALID_FIELD: ActivityDateTime,Description,id,ACTIVITYDATE,ISALL

Article Number: 000028644
Article Subject: Salesforce for Outlook causes Microsoft Outlook to crash

Article Number: 000007599
Article Subject : Salesforce for Outlook error: Non-Unicode .pst file

Article Number: 000194175
Article Subject : Salesforce for Outlook is unable to communicate with Outlook

Article Number: 000073330
Article Subject : Salesforce for Outlook events or tasks sync fails

Article Number 000211825       
Article Subject: SFO Sync fails - Unable to sync this record because of a record conversion problem

Article Number 000187940
Article Subject: SFO sync fails with - An item with the same key has already been added error message

Article Number: 000206641
Article Subject:  Salesforce for Outlook sync fails for Events - Property not found PropertyName:ISPRIVATE

Article Number: 000199078   
Article Subject:  SFO sync fails with required fields are missing: [LastName] for Outlook record

Résolution


Sync Error 1
Salesforce for Outlook Sync Error: Object reference not set to an instance of an object (Link to related image)

 
Root Cause
This is due to a bug that was fixed in Salesforce for Outlook version 3.0.2. This usually would happen with SFO version 3.0.1 and older where the Data Set, Sync Direction or/and the option to sync recurring events check box in the Data Set field were modified between syncs and changes are made to the occurrences of the recurring events series 
 
The Trace.log also contains the following lines:
 
20xx-xx-xx 1:37:43,860 [SyncThread] INFO general [Event]Sync Failed because of Error:Sfdc.Synchronization.SyncEngineException: ***********  Sync engine encountered an unexpected error that terminated synchronization. ---> System.NullReferenceException: Object reference not set to an instance of an object.
 
Resolution

To address this issue simply download and install SFO v3.0.2 or later


Here is a list of a few useful articles to troubleshoot and address this issue:
 
Use Salesforce for Outlook - What version of Salesforce for Outlook (SFO) do I have installed? to find out what version of SFO you have installed on your computer. If it is v3.0.1 or older then refer to your IT, and or the Step 1 under Section 2 of
Install, remove or upgrade Salesforce for Outlook.

 

Sync Error 2
Salesforce For Outlook - Sync Error "This event can't sync because it was converted into a recurring series in Outlook" (Link to related image)

 
Root Cause
This is working as designed. Salesforce for Outlook does not support this conversion and it will fail with the error "This event can't sync because it was converted into a recurring series in Outlook. To sync the series, delete and replace the event with a new recurring series in Outlook" or if you have converted a single day event to a series of event and "This recurring series can't sync because it was converted into a non-recurring event in Outlook. To sync the series, delete and replace the recurring series with a new non-recurring event in Outlook"
 
The Sync.log also contains the follow lines:
 
[Event] An error occurred in converting OL record <name of the event> of type Event. Error: Sfdc.Synchronization.InvalidUpdateOperationException: Detected a previously-synced single event that was promoted to a series in outlook
 
Resolution
To address this issue simply delete the event and recreate it - refer to Article Number 000257313 for more information
 
 

Sync Error 3
Salesforce for Outlook Sync Error: INVALID_FIELD: ActivityDateTime, Description, id, ACTIVITYDATE, ISALLDAYEVENT (Link to related image)

 

Root Cause
Missing field such as All Day Activity from the Event's page layout or FLS (Field Level Security) is set to Hidden, not visible for the user profile on one of the Events field.
 
Resolution
To address this issue refer to Article Number 000187478
Article Subject: Salesforce for Outlook sync Error: INVALID_FIELD: ActivityDateTime, Description, id, ACTIVITYDATE, ISALL

 
Sync Error 4
Sync starts but SFO system tray icon gets stuck on a certain % and the error message below pops up in the background (you may have to minimize other applications to see) (Link to related image)
Root Cause
Could be related to one or more problematic records in Outlook, a corrupted Outlook data file, connectivity issues, missing Microsoft patches and updates, conflicting with EMET security software, corrupted Windows profile, or more
 
Resolution
To address this issue refer to Article Number 000028644
Article Subject: Salesforce for Outlook causes Microsoft Outlook to crash
 


Sync Error 5
Salesforce for Outlook events or tasks sync fails (Link to related image)

Root Cause
Affected users profile does not have the 'Edit' option enabled on the Event or Task object.
 
Resolution
To address this issue refer to Article Number 000073330
Article Subject: Salesforce for Outlook events or tasks sync fails
 
 

Sync Error 6
User may receive an  error message with synchronizing of Contacts and/or Events in Office 2007 or 2010. The error messages displays a communication error with Outlook and also sync log may contain an error message referring to a Mapped fields length or a message about non-Unicode PST found

Error:Sfdc.Outlook.OLPropertiesInvalidException: Unhandled outlook property type non-Unicode PST found
Sfdc.Util.Common.LogicalErrorException: Mapped Fields and dataset fields length is different

Root Cause
Microsoft Outlook using a non-Unicode 97-2002 data file (.pst) that is not compatible with Outlook 2007, 2010 and 2013
 
Resolution
To address this issue refer to Article Number 000007599
Article Subject: Salesforce for Outlook error: Non-Unicode .pst file
 
 

Sync Error 7
Salesforce for Outlook is unable to communicate with Outlook (Link to related image)

 
Root Cause
Corrupted Outlook data file (.OST), Outlook not running in Exchange cache mode and having a big data file with slow network connection causing the connection to drop, existence of a non-Unicode PST data file in Outlook, grayed
out folder in the SFO wizard, Windows User Account Control being enabled, or etc

Resolution
To address this issue refer to Article Number 000194175
Article Subject: Salesforce for Outlook is unable to communicate with Outlook
 
 

Sync Error 8
Salesforce for Outlook sync fails - Unable to sync this record because of a record conversion problem (Link to related image)

Trace and sync logs located in user folder would also show the following error:
 
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)
Root Cause
 Corrupted Outlook Configuration or Data Set in Salesforce
 
Resolution
To address this issue refer to Article Number 000211825       
Article Subject: SFO Sync fails - Unable to sync this record because of a record conversion problem
  
 

Sync Error 9 
Salesforce for Outlook sync fails - Unable to sync. Review the appropriate log for details. 
A sync error occurred. Review the appropriate log for details. OR An item with the same key has already been added (Link to related images 1 and 2 )

Root Cause
 Possible duplicate redemption key, sometimes the error goes away on its own after another sync.
 
Resolution
To address this issue refer to Article Number 000187940
Article Subject: SFO sync fails with - An item with the same key has already been added error message

 

Sync Error 10
Salesforce for Outlook sync fails - Property not found PropertyName:ISPRIVATE (Link to related image)

 
Sync logs located in user folder would also contain the following error:
20xx-xx-xx 08:51:54,237 ERROR [Event] ***********  Sync Engine  ***********  Error Sfdc.Server.
SfdcSessionException:
Property Not found PropertyName:ISPRIVATE ---> Sfdc.Common.PropertyNotSetException: Property Not found PropertyName:ISPRIVATE
   at Sfdc.Server.SfdcEvent.get_IsPrivate()

Root Cause
This error occurs if the default field mapping between the Outlook Sensitivity field and the Salesforce Private field is deleted
 
Resolution
To address this issue refer to: Knowledge Article Number: 000206641
Article Subject: Salesforce for Outlook sync fails for Events - Property not found PropertyName:ISPRIVATE
 


Sync Error 11
Salesforce for Outlook sync fails - required fields are missing: [LastName] for Outlook record (Link to related image)

 
Trace and sync logs located in user folder would also contain the following or similar error:
ERROR [Contact] Create to SFDC gave error(s) Sfdc.Server.SfdcServerCreateUpdateException: 
Required fields are missing: [LastName] for Outlook record”.

Root Cause
This happens when Contacts are missing the Last Name value.
 
Resolution
To address this issue refer to: Knowledge Article Number: 000199078   
Article Subject: SFO sync fails with required fields are missing: [LastName] for Outlook record
Numéro d’article de la base de connaissances

000387230

 
Chargement
Salesforce Help | Article