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Salesforce for Outlook Side Panel Fails to Load

Publiseringsdato: Oct 13, 2022
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Notes:

  • Information applies to both Classic and Lightning Experience
  • Expect the option to create Salesforce records to be not available in the side panel. The Action Menu ( + ) in the side panel is already retired and no longer available starting Summer ‘21 release. See Salesforce for Outlook Retirement for more information.
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The Outlook side panel may not load for many different reasons. The below list are the most common ways to fix the behavior and should be reviewed prior to opening a Support Case. 
 

Common Causes

 

Issues Downloading Salesforce for Outlook


When downloading the Salesforce for Outlook installer pay attention to the way the file gets downloaded. The installer is about 30MB and it should take a few seconds to download no matter how fast the internet speed. 

When you click on the Save button you may notice that the download starts from 30%-40% and then completes at 100% very quickly.

You need to make sure the download starts at a lower number and takes about 10-15 seconds to finish otherwise the downloaded file may be corrupt and be downloaded again.

 

Office/Outlook 2010 - Common Issues

 

If you have Outlook 2010, do you have Service Pack 2 installed? Click HERE for more information on how to determine the version of Service Pack installed on your computer.

 

Office/Outlook 2013/2016/O365  .NET Programmability Support

 

If you have Office 2013/2016/O365 installed verify Microsoft Office .NET programmability Support is installed as part of your Office installation package.

  1. On the list of installed programs
  2. For Microsoft Office 2013 or 2016
    1. Click on Change | Add Remove Features.
    2. Expand Microsoft Outlook.
    3. The first option is. NET Programmability Support.
    4. Verify Run from My Computer option is selected.
    5. Click Run from My Computer.
  3. For Office 365 you won't have the Add Remove Features option.
  4. Do an Online Repair, do not perform a Quick Repair.
 

SFO Side Panel and Outlook Configuration

 
No Outlook Configuration is needed for the User to load and use the side panel unless the User is assigned to another Outlook Configuration with side panel disabled.

Have your Salesforce administrator to check your Outlook Configuration make sure side panel is enabled for your username.

 

Windows 8 or 10 User Issues

 

Are you running Windows 8.x or 10? Review Salesforce for Outlook - Side Panel fails to load in Windows 8 or 10.

 

Outlook Integration and Salesforce for Outlook are both enabled 

 

Review 'Salesforce For Outlook' side panel fails to load when you also using 'Outlook Integration for expected behavior and known issues when both Outlook Integration and Salesforce for Outlook are enabled. 

 

 

Outlook Integration User mapping

  1. In Salesforce, navigate to User Mapping
In Salesforce Classic: Setup | Outlook Integration and Sync | Settings | Outlook Integration | Let users access Salesforce records from Outlook | User Mapping

In Lightning Experience: Setup | Email |  Outlook Integration and Sync | Outlook Integration | Let users access Salesforce records from Outlook | User Mapping
  1. Check the entry under the User Mapping section.
  2. Disconnect the User if needed by clicking on Delete action.
  3. Restart Salesforce for Outlook and Outlook to display the side panel again for the User in Outlook.

 

 

Upgrading from an older version of SFO

 

Previous versions of SFO (Version 2.4.2 and earlier) should be uninstalled and installed by local administrator as well as all the prerequisites. You can also refer to Salesforce For Outlook - Full Uninstall and Manual Clean Up.
 

Have your IT or local administrator to login to the affected computer and to uninstall SFO 2.4.2 and log off. Next have the end user login and install SFO 2.5.x or any version of SFO with the ME ONLY option.

If you have already uninstalled the 2.4.2 or older version, have your IT install it again and then uninstall so it cleans up all the left over files. Refer to Upgrading Salesforce for Outlook - SFO for more information on how to upgrade your SFO.

 

Outlook Add-in is Not Running


Make sure the Salesforce for Outlook SFO icon is present in the system tray.

If SFO icon is not present, try to run it by double clicking on the icon from the Desktop and wait a few seconds to see if it shows up in the System Tray. If nothing happens, try to restart your computer and see if the icon shows up.

If you are still having an issue with the icon loading in the System Tray, you may need to uninstall and re-install the application.

 

Outlook add-in is Hidden


 After making sure the SFO icon is present in the system tray, check to make sure the side panel is not hidden in Outlook.

Refer to How to Show Hide Salesforce for Outlook Side Panel in Outlook for more information.

 

Outlook Add-in in an Inactive Status


Check that the add-in is active in Outlook. An Outlook add-in can be in either one of these 3 states:
  • Active
  • Inactive
  • Disabled
The add-in must be in Active Application Add-Ins status.

Check the following 2 add-ins are not listed under the Outlook Inactive Application Add-Ins nor in Disabled Items.
  • Salesforce for Outlook Add to Salesforce Toolbar
  • Salesforce for Outlook Side Panel
If the add-ins are active and the side panel still fails to load, skip to Run SFO as Administrator; if not, follow the below steps:


In Microsoft Outlook 2010/2013/2016

Click on File | Options | Add-Ins
  1. Are any of the Salesforce add-ins listed under Disabled Items? If yes, you need to enable them.
    1. Click the Manage drop-down menu and select Disabled Items and click Go.
    2. If the Salesforce add-in is listed, select it and click Enable.
    3. Restart Outlook and SFO for changes to take effect.
    4. See if the side panel loads now.
  2. Are any of the Salesforce add-ins listed under Inactive Items? If yes, you need to activate them.
    • Click the Manage drop-down menu and select COM Add-ins and click on Go.
    • Check the box for Salesforce add-in(s) and click on OK.

* The Location will display the path that the DLL is in, for instance sometimes SFO is installed for the user (the Me Only option) but this path will point to the Program files folder. This indicates a bad installation and you need to clean up manually and reinstall.

** Pay attention to the Load Behavior status at the bottom section of the COM Add-in box for any errors or messages


 

Not Running SFO as Administrator

 
  1.  Right click on the SFO icon on your desktop and click on Properties.
  2. Click on the Compatibility tab.
  3. Under Compatibility mode, make sure Run this program in compatibility mode for: is UNCHECKED as well as the box for Run this program as an administrator under the Settings section.
  4. Click OK and then relaunch Outlook and SFO and see if the Side Panel loads.
 

Incorrect Windows Registry SFO key entries


If none of the above steps resolved the issue it is possible that the installation has failed and the registry entries are not created or the add-in is disabled in the registry
  1. Open the Registry Editor. Alternatively, you may press the Windows + R key combination on your keyboard and enter regedit in the Run box to open it.
  2. On the left side, all the way on the top, click on the Computer icon and on the menu click on Edit | Find.
  3. In front of "Find what: " enter Resiliency and make sure to check the box for Match whole string only and click on Find Next ( link to related image ).
  4. If the search finds anything, select it, right click on it and click on Export.
  5. Save it to a folder (You can create a new folder or save it on your Desktop).
  6. After you Export it, right click on the yellow Resiliency folder and click on Delete.
  7. Press F3 on your keyboard to continue the search and perform the steps 4-6 above until you see "Finished searching through the registry."
  8. Click on OK.
  9. Next locate the following registry keys and delete them. Make sure you click on each and then right click and click on Delete.

You may see 1 or 2, if none exist skip to Installation Failed or Corrupt.

HKEY_CURRENT_USER\Software\Redemption
HKEY_CURRENT_USER\Software\Redemption**
HKEY_LOCAL_MACHINE\SOFTWARE\Redemption
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Redemption
  1.  While in the Registry Editor, verify the "LoadBehavior" of any of these keys value values is set to 3.
    • Sometimes this value changes to 2 causing the Add Email not to load.
    • If it is set any other value but 3, double click on the LoadBehavior key and change its value to 3 and press Enter.
HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\AddIns\SalesforceForOutlook

 

  1. Verify the following 2 keys exist in the Registry:
    • AddinSidePanel.AddinModule
      • Verify the load behavior of AddinSidePanel.AddinModule is set to '3'
    • ADXForm
    • If they do not exist move to Side Panel is Hidden in Outlook
 

Side Panel is Hidden in Outlook  


Sometimes the Show/Hide button in Outlook gets stuck in the Hidden state and sets the value for the "SidePanelShow" Registry key to False and as a result, the Side Panel never loads.

Refer to the Show or Hide Salesforce for Outlook Side Panel Article or follow the below steps to verify the SidePanelShow value:
 

  1. Open the Registry Editor.
  2. Find the HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins\Salesforce for Outlook Side Panel entry.
  3. On the right hand side double click on SidePanelShow key and change the value to True.
  4. Close and reopen Outlook and see if the side panel loads.


​​​

Installation Failed or Corrupted

 
If the AddinSidePanel.AddinModule entry is missing from the keys below turn of User Access Controls and disable any security software before reinstalling.
 
  •    HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins\
  •    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins\
 

Missing Microsoft .NET components


Install Windows Communication Foundation Non-HTTP Activation Components for .NET 3.5 or 4.5 by following the below steps then restart your computer.
 

  1. Open Control Panel. Alternatively, you may press the Windows + R key combination on your keyboard and enter appwiz.cpl in the Run box.
  2. Click Programs, then click Programs and Features.
  3. On the Tasks menu on the left, click Turn Windows features on or off.
  4. Find the .NET Framework 3.5 node, select and then expand it by clicking on the + sign next to it.
  5. Select the Windows Communication Foundation Non-HTTP Activation Component box and save the setting.
  6. Close your applications and restart your computer and then relaunch Outlook and see if the side panel loads.

 

Microsoft .NET 4.5.x Issues  

If you see any version of Microsoft .NET 4.5.x has been installed recently follow the below steps to reinstall .NET 4.5.x and SFO

  1. Uninstall Salesforce for Outlook.
  2. Uninstall that version of the .NET.
  3. Restart the computer.
  4. Download and install the latest version of Salesforce for Outlook.
    1. The installer will prompt you to install .NET.
    2. Follow the on screen prompt and finish the .NET installation.
    3. Once that is complete the installation will install SFO.
  5. Restart your machine and try to reproduce the issue .

 

 

Connectivity Issues


 

Hidden Errors when Loading Outlook

Note: This step is for debugging the error and won't fix anything. It will allow you to see any hidden errors related to missing or corrupted VSTO.

Before you begin make sure the Registry setting of "Load Behavior" key for the HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins\SalesforceForOutlook  is set to 3, if it is not double click on the LoadBehavior and change it.

  1. Close Outlook and wait until SFO in the system tray turns grey.
  2. Open the Command Prompt as Administrator (You may have to reach out to your IT Department).
    1. Enter CMD on Cortana.
    2. Right click on the Command Prompt window that pops up.
    3. Click on Run as Administrator on the pop-up menu.
  3. In the Command Prompt, enter set VSTO_SUPPRESSDISPLAYALERTS=0 and press Enter
  4. Nothing would show up or pop-up, this is normal.
  5. Next, run Outlook.
  6. Look for any pop-ups or errors that may show up on the screen:
    • Take a screen shot of any errors and check the Event Viewer logs for more information.
    • If opening a support case, provide screenshots of the errors and Event Viewer logs.
Knowledge-artikkelnummer

000385936

 
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Salesforce Help | Article