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Salesforce for Outlook side panel becomes blank when the plus sign is clicked

Udgivelsesdato: Oct 13, 2022
Beskrivelse
Main Issue
Salesforce for Outlook or Lightning side panel
The Publisher Quick Action + sign causes side panel to go blank.
Side panel turns blank when quick action button is clicked on.
Salesforce for Outlook side panel is stuck on the loading screen.

 
Steps to reproduce
1. Click on the Quick Action + sign in the side panel.
2. Select an object such as Task, Contacts, etc.
3. Side panel turns blank.

 
Possible root cause
This issue is caused by one of the latest Microsoft Office or Outlook updates. All the affected Users have been upgrading their Office to a version or build later than the ones listed below:
 
Version 1807 (Build 10325.20118)
Version 1808 (Build 10730.20088)
Version 1808 (Build 10730.20102)
Version 1809 (Build 10827.20138)
Version 1809 (Build 10827.20150)
Or possibly one of the builds in Version 1812
 
 
Example: The latest patch or update for this Outlook is version 1808 (Build 10730.20102) which was released September 2018. We believe this update caused the issue. Reverting back to version 1806 (Build 10228.20080) which was released in July 2018 resolved the issue.
 
Løsning


Microsoft has provided a solution for this bug, you need to add this registry value [HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\Options] and set its value to 

"BrowserEmulationModeConfig"=dword:00000003


To apply this solution, follow the steps below:

  1. Close all your Outlook application and then exit SFO from the System tray icon
  2. Open Registry Editor by:
  1. Press and hold the Windows key on your keyboard and press R to bring up the Run command and then enter REGEDIT
OR
 
  1. On the Windows search, enter REGEDIT
 
  1. In the Registry Editor, navigate to [HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\Options]
  2. Select the Options yellow folder (click on it once) and then right click on it and click on New | DWORD (32-bit) value)
  3. For the Name, copy and paste this value: BrowserEmulationModeConfig
In case the pop up disappears, right click on the New Value #1 key and click on Rename and paste the value in the Name field and press Enter.
 
Note: If the BrowserEmulationConfigMode value already exists, you can either delete the existing value or discard creating a new value and proceed to step #6
 
  1. Double click it and select Decimal radio button and enter 3.
  2. Click OK, close everything and restart your computer and try to reproduce the issue.


If you do not want to apply this fix you need to contact your IT department to downgrade your version to a version that side panel was working with.

As a workaround, downgrading to an earlier version will address the issue. 
 

 Instructions for installation of the earlier update

  1. First uninstall Salesforce for Outlook (SFO) from the Control Panel. To do so, click and hold down the Windows key and press R. Enter Appwiz.cpl to open the list of installed programs. Locate the Salesforce for Outlook and click on Uninstall.
  2. After you uninstall the SFO close the rest of your applications and then run the Command Prompt in the Elevated Mode (Running as Administrator) and then follow the steps in the Microsoft How to revert to an earlier version of Office 2013 or Office 2016 Click-to-Run article to revert back to an earlier version.

Note:
Be sure to disable the automatic update for Office 365 or click to run users. You will need to disable updates by navigating to Office Account | Update Options to prevent it from updating automatically. 


See also
Salesforce for Outlook Retirement
Vidensartikelnummer

000383455

 
Indlæser
Salesforce Help | Article