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Error "We encountered a problem" When Connecting Salesforce Inbox with Outlook or Gmail Integration

Publiceringsdatum: Jun 12, 2026
Beskrivning

Issue

Users may see the error "We encountered a problem. For help, contact your administrator" when completing the Salesforce Inbox connection to a Microsoft Outlook or Gmail email account via Outlook Integration or Gmail Integration.
Salesforce Inbox is the email integration product that allows users to connect their Outlook or Gmail email account directly to Salesforce, enabling email tracking, scheduling, and activity logging from within their email client.


Note: The same troubleshooting steps apply to Gmail Integration with Salesforce Inbox, except for the Internet Explorer settings described in Step 2 of the Resolution below, which are specific to Outlook Integration in legacy environments.

Lösning

Troubleshooting the "We encountered a problem" Error in Salesforce Inbox

This error is a generic message that can appear for several different reasons when a user attempts to connect Salesforce Inbox to an Outlook or Gmail account. Work through the following steps in order to identify and resolve the root cause.

Step 1: Verify that Salesforce Inbox is Causing the Error

  1. Go to the affected user's User Details page.
  2. Delete the Salesforce Inbox-related Permission Set Assignments.
  3. Delete the Salesforce Inbox Permission Set License Assignments.
  4. Restart Outlook Integration.

If the side panel loads correctly after removing Inbox assignments, Salesforce Inbox is confirmed as the source of the error. Continue with the steps below to resolve.

Step 2: Configure Internet Explorer to Allow Session and Third-Party Cookies (Legacy Environments Only)

Note: Internet Explorer (IE) is end-of-life as of June 2022. These steps apply only to legacy environments still using IE. For modern browsers, skip to Step 3.

  1. Open the RUN command box using the Windows + R key combination, enter Inetcpl.cpl, and press Enter.
  2. Select the Privacy tab.
  3. Click Advanced.
  4. Select the Override automatic cookie handling checkbox.
  5. Select Accept for both first-party and third-party cookies.
  6. Select Always allow session cookies.

Note: It would also be helpful to apply the steps from Recommended settings to run Salesforce in Internet Explorer. 
 

Step 3: Relax IP Restrictions on the Salesforce Inbox Connected App

  1. Navigate to Connected Apps from Setup.
    1. In Salesforce Classic: Setup | Administer | Manage Apps | Connected Apps
    2. In Lightning Experience: Setup | Platform Tools | Apps | Connected Apps | Manage Connected Apps
  2. Click Edit beside the Salesforce Inbox (formerly SalesforceIQ) app.
  3. Select Relax IP Restrictions in the IP Relaxation field.
 
For more information on IP Relaxation, review Connected App IP Relaxation and Continuous IP Enforcement.

Step 4: Unblock the Salesforce Inbox Connected App

  1. Go to Setup.
  2. Search for Connected Apps OAuth Usage in the Quick Find box.
  3. Select Connected Apps OAuth Usage.
  4. In the list of Apps, locate Salesforce Inbox (formerly listed as SalesforceIQ).
  5. Select Unblock.
  6. Remove the Salesforce Inbox permission set and license from the affected user.
  7. Re-assign the Salesforce Inbox permission set and license to the user.
  8. Ask the user to reconnect their email account under Settings | Email | Connected Accounts.
  9. Reload the side panel in the Outlook App.

Step 5: Verify the "Admin Approved Users are Pre-Authorized" Setting

If "Admin approved users are pre-authorized" is selected on the Connected App, this adds a Profiles section to the page. Listed profiles can block access to Salesforce Inbox. The recommended setting is "All users may self-authorize."

Step 6: Check Salesforce Allowlist for IP Addresses

For seamless usage of Salesforce Inbox, refer to the Salesforce Email Integration Security Guide for the specific list of IP addresses to allowlist.
Also ensure that the following domains have access to any EWS (Exchange Web Services) endpoint:

  • app.salesforceiq.com
  • api.salesforceiq.com
  • app-frankfurt.salesforceiq.com
  • api-frankfurt.salesforceiq.com

Please refer to the Salesforce Email Integration Security Guide document for more information on allowlisting and any other information regarding Salesforce Inbox.

Step 7: Enable API Permissions for the Affected Profile

If the issue affects only specific profiles, verify that API Enabled is active in the System Permissions for the affected profile.

  1. Navigate to Profiles from Setup.
    1. In Salesforce Classic: Setup | Manage Users | Profiles
    2. In Lightning Experience: Setup | Users | Profiles
  2. Access the profile of the affected user.
  3. Select System Permissions under System.
  4. Click Edit.
  5. Enable API Enabled if it is currently disabled.
  6. Click Save.

Step 8: Verify the Connected Email Account

After confirming the user is assigned the correct Salesforce Inbox (with or without Einstein Activity Capture) permission set, verify their email account is connected.

  1. Click on the Profile icon and select Settings | Email | Connected Accounts | Email and Calendar Accounts.
  2. Under Connected Accounts, confirm the user's email address is connected. A Disconnect button indicates a successful connection. If a Reconnect button appears, click it to reconnect.
  3. If no connected account appears, click New Account to manually add one, or log in via the Outlook Integration Side Panel.

 Please refer to Connect Your Email and Calendar to Salesforce with Einstein Activity Capture for more information.

Knowledge-artikelnummer

000384749

 
Laddar
Salesforce Help | Article