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Salesforce for Outlook Side Panel Shows "Logged Out of Salesforce" Error Due to Security Settings (Refresh Token Policy)

Udgivelsesdato: May 5, 2026
Beskrivelse

When using Salesforce for Outlook (SFO), users may see one of the following messages in the Side Panel:

  • "You've been logged out of Salesforce based on your organization's security settings. Click this message to log in again."
  • <<Unknown Label:loginButton>>

This error occurs when the org's OAuth Refresh Token Policy is set to "Immediately expire refresh token." Once the token expires, SFO is automatically logged out and cannot reconnect until the user manually logs back in.

Sample Log Entries Showing This Error

If the problem is confirmed by reviewing the AddinTrace and Trace log files, the following entries appear:
Trace.log:

  • 2015-04-24 15:17:11,290 [13152] ERROR sfdcsession LogOn failed with exception - token validity expired
  • 2015-04-24 15:18:55,635 [3604] DEBUG general Application status changed to SalesforceNotConnected, SalesforceCredentialsInvalid
  • 2015-04-24 15:21:06,567 [3364] DEBUG general Not running Synchronize: cannot sync now Status:SalesforceNotConnected, SalesforceCredentialsInvalid

AddinTrace.log:

  • 2015-04-24 15:18:50,362 [4816] DEBUG adxsidepanel NavigateTo: url= file:///C:/Users/xxxx/AppData/Roaming/salesforce.com/Salesforce for Outlook/sidepanelcontainer.htm?loggedOutLabel=<<Unknown Label:loggedOut>>&loggedOutDetailLabel=<<Unknown Label:oauthPolicy>>&buttonLabel=<<Unknown Label:loginButton>>
Løsning

To resolve this issue, an administrator must update the Salesforce org's Refresh Token Policy to allow tokens to remain valid until explicitly revoked. Without this change, Salesforce for Outlook repeatedly logs users out whenever the token expires.


The steps below must be performed by the org's Salesforce administrator.

Update the Refresh Token Policy

  1. Log in to your Salesforce org.
    1. Classic: Setup > Administer > Manage Apps > Connected Apps
    2. Lightning: Gear Icon > Setup > Apps > Connected Apps > Manage Connected Apps
  2. On the "Connected Apps" page, locate Salesforce for Outlook and click Edit Policies.
  3. Under "OAuth Policies," select the radio button for Refresh token is valid until revoked next to "Refresh Token Policy."
  4. Click Save.
  5. Exit and restart the Salesforce for Outlook (SFO) application from the system tray.
Vidensartikelnummer

000383531

 
Indlæser
Salesforce Help | Article