Troubleshooting Microsoft Outlook Errors After Installing Salesforce for Outlook (SFO)

Most of these issues are related to a corrupted Outlook profile or personal/shared folder (PST) file format problems. Follow the three steps below to troubleshoot and resolve the issue.

Step 1: Verify Outlook Folder Integrity

Check your Outlook folders in the left pane to see if you have any shared mailboxes, personal folders (PST), or other folders. Click on each one to verify you can access them and view their contents.

Step 2: Check and Upgrade PST File Format

For PST folders, right-click each one and go to Data File Properties > Advanced. Check the Format field. The value should say "Outlook Data File." If it shows "Outlook 97-2002 Personal Folders File" (also known as ANSI PST), you need to upgrade it to the Unicode PST format. Refer to the MsOutlook info  guide or the Salesforce for Outlook - Non Unicode .pst file Knowledge Article  for instructions on how to upgrade and transfer data.
This step ensures your data is intact and that the personal folder format is supported before you move it to a new Outlook profile.

Step 3: Create a New Outlook Profile

Once you have verified your PST files, close Outlook and create a new Outlook profile:

1. Close Salesforce for Outlook (SFO) and Outlook.
2. Go to Control Panel and search for the Mail applet. Open it.
   1. Windows 8.1 and 10 users: Right-click the Start button and choose Control Panel.
3. Click Show Profiles, then click Add.
4. Type a name for your new profile.
5. Outlook supports AutoDiscovery. Enter your name, email address, and password — Outlook will attempt to configure your account automatically.
   1. If auto setup fails, check the option to create the profile manually. You will need your account type, email server names, and credentials. If unsure, contact your internal IT help desk.
6. From the Profiles dialog, under When starting Microsoft Outlook, use this profile, select Prompt for a profile to be used so you can select your new profile when opening Outlook.
7. Close the Mail dialog and open Outlook. It may take 10–60 minutes for all folders to sync depending on your data size. When complete, the status bar shows "All folders are up to date."

After confirming the new profile works with SFO, you can import your PST files via File > Account Settings > Account Settings > Data Files tab > Add. Add PST files one at a time, close and reopen Outlook between each, and test for the issue before adding the next.