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Error 'Unable to sync this record because of a record conversion problem' on 'Salesforce for Outlook' sync

Publiseringsdato: Feb 7, 2023
Beskrivelse
Summary of the Issue
Event synchronization fails

Steps to Reproduce
  • Salesforce for Outlook (SFO) sync starts automatically and fails.
  • Or simply right click the SFO System Tray icon and click Sync | Sync Now.
  • Exit SFO and then rename or delete the DB folder from the %AppData%\salesforce.com\Salesforce for Outlook\ and restart SFO and configure the wizard, sync starts and fails with an error message.

Errors
  • 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 the SFO system tray icon displays:

Possible Root Cause
 
  • Modified default field mapping for Events, specially if the mapping is created between 2 incompatible data types such as Birthday and Accounts and so on.
  • Corrupted Outlook Configuration or Dataset in Salesforce.
 
Note:
Same issue could occur with synchronization of Contacts and Tasks as well if the standard field mapping has been modified incorrectly.
 
 


 
Løsning

To resolve this issue:
 
    1. On the affected user's computer, right-click the Salesforce for Outlook icon at the bottom right corner of the screen and click on Exit.
    2. Next, ask the Salesforce administrator to log in to the Salesforce organization.
    3. Navigate to Setup.
     
    Non-Enhanced Setup Menu (In Salesforce Classic) 
    Your Name | Administration Setup | Desktop Administration | Outlook Configurations
     
     
    Enhanced Setup Menu (In Salesforce Classic)
    Setup | Administer | Desktop Administration | Outlook Configurations

    In Lightning Experience
    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.
     
    1. Click on the name of the Outlook Configuration that the affected user or users are assigned to.
    2. Click on the Clone button on top or create a new configuration exactly like the one the affected user is assigned to.
    3. Change the name.
    4. Make sure the box for Active is selected.
    5. 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).
    6. Click on Save.
    7. The Data Set should be automatically copied with the rest of the settings to the new cloned configuration.
    8. Now the end user, can open Salesforce for Outlook on their computer and try to reproduce the issue. Note: 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. Have them enter their Salesforce credential and reconfigure SFO and let it sync.
    Knowledge-artikkelnummer

    000382758

     
    Laster
    Salesforce Help | Article