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'Log Email' Button Does Not Show up in Outlook 2013 or 2016

Publiceringsdatum: Oct 13, 2022
Beskrivning
Sometimes, Outlook Integration, when used in Microsoft Outlook 2013/2016, may not show the email association button on the record.

Steps to reproduce:
 
1. Open Microsoft Outlook 2013 or 2016.
2. Select an email.
3. Open Outlook Integration tab or option.
4. Observe that email-related record is loaded in Outlook Integration.
5. Observe that the email association button is missing from the record.

 
Lösning

There could be different causes for the missing email association button. This article describes one specific cause and solution.

The missing email association button issue can be exhibited when Outlook 2013/2016 client is running on Microsoft Exchange that doesn’t have the latest Exchange cumulative update (CU). The underlying reason for this issue is that older versions or CUs of Exchange, if configured with multiple EWS endpoints; may not return the correct public Exchange Web Services (EWS) endpoint URL to Outlook Integration and therefore the app fails to load the email association button.

To verify if an org's Exchange server is using multiple EWS endpoints, have org's Exchange administrator run the following Salesforce LFO Test debug tool (sometimes called SFDC Test Tool) in Outlook client and also on Outlook Web Access (OWA). Then compare the EWS endpoint URLs in both places.

'Outlook Integration' debug tool overview

If the endpoint URLs are different in both places, and Outlook Integration loads the email association button in OWA, then most probably this article applies. Also, the following resolution should fix the issue in Outlook 2013/2016:

To resolve the issue, the Exchange administrator should install the following Exchange CUs:

 

Exchange 2016: CU4 or later
Exchange 2013: CU15 or later


When the above or higher CU is installed, restart Outlook and load Outlook Integration.

Updating Outlook 2013 to at least the June 2017 security update may also help, see 'Description of the security update for Outlook 2013: June 13, 2017' on the Microsoft Support site


Updating Office 365 ProPlus 2016 to the Semi-Annual Channel Version 1708 Build 8431.2215 (February 13, 2018) may help.


See Also
'Log Email' button in Outlook Integration is not in the side panel



 
Knowledge-artikelnummer

000382798

 
Laddar
Salesforce Help | Article