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Error 'We encountered a problem. For help, contact your administrator' when calling getUserIdentityTokenAsync in Outlook Integration

Дата публикации: Jul 12, 2023
Описание
This error message appears on the Outlook Integration side panel due to different reasons. Some of the scenarios are as follows:
  • Error when the Outlook Integration add-in fails to load after clicking the "View" button.
  • Error when the user attempts to log in to Outlook Integration.
  • Error when the user is assigned a Salesforce Inbox license.
Решение

Error when the Outlook Integration add-in fails to load after clicking the "View" button

Outlook Integration add-in fails to load when users attempt to open it, resulting in the following add-in error:

"We encountered a problem. For help, contact your administrator".

Furthermore, the Outlook Integration debug tool logs show error such as: getUserIdentityTokenAsync method fails with "The token for this extension could not be retrieved" error.

If the getUserIdentiyTokenAsync method is failing as per the message above, one thing that might be causing the getUserIdentityTokenAsync call to fail is a misconfigured auth. certificate on Exchange. Here’s a quick way to check for this:
  • Use the Exchange Management Shell to run the Get-ExchangeCertificate cmdlet. Note the list of Thumbprints output by this command.
  • Next, run the Get-AuthConfig cmdlet. Check to see if the CurrentCertificateThumbprint matches one of the thumbprints from Get-ExchangeCertificate.
  • If there’s no matching thumbprint, that could be causing getUserIdentityTokenAsync to fail.
  • You can consider using the Set-AuthConfig cmdlet to set one of the certificates listed by Get-ExchangeCertificate.
  • It may take 24 hours before the cert gets picked up.
  • Exchange admins to contact Microsoft Support for further assistance.

 

 

Error when the user attempts to log in to Outlook Integration

In this scenario, follow the steps given here.

 

Error when the user is assigned a Salesforce Inbox license

In this scenario, follow the steps given here.



See Also
Outlook Integration side panel returns an error after attempting to authenticate in Google Chrome
Номер статьи базы знаний

000384397

 
Загрузка
Salesforce Help | Article