Learn about the most common Salesforce for Outlook sync error messages

Sync Error 1 — Object Reference Not Set to an Instance of an Object

Root Cause

This error is caused by a bug that was fixed in Salesforce for Outlook version 3.0.2. It typically occurs with SFO version 3.0.1 or older when the Data Set, Sync Direction, or the recurring events option is changed between syncs. The Trace.log shows an entry indicating that the sync engine encountered an unexpected error, followed by a NullReferenceException stating "Object reference not set to an instance of an object."

Resolution

Download and install SFO v3.0.2 or later. Use the Salesforce for Outlook — What version do I have installed? article to verify your current version. If it is v3.0.1 or older, follow the upgrade steps in Install, remove or upgrade Salesforce for Outlook.

Sync Error 2 — This Event Can't Sync Because It Was Converted into a Recurring Series in Outlook

Root Cause

This error occurs when a single event in Outlook was converted to a recurring series (or vice versa) after it had already been synced with Salesforce. Salesforce for Outlook does not support this type of conversion. The Sync.log shows an entry indicating that the previously-synced single event was promoted to a series in Outlook.

Resolution

Delete the affected event in both Outlook and Salesforce and recreate it from scratch. See Article 000257313 for full steps.

Sync Error 3 — INVALID_FIELD: ActivityDateTime, Description, id, ACTIVITYDATE, ISALLDAYEVENT

Root Cause

A required field such as "All Day Activity" is missing from the Event's page layout, or Field-Level Security (FLS) for that field is set to Hidden for the user's profile.

Resolution

Add the missing field to the Event page layout or update the FLS setting. See Article 000187478 for full steps.

Sync Error 4 — Sync Starts But Gets Stuck at a Certain Percentage

Root Cause

May be caused by one or more of the following: a corrupted or problematic Outlook record, a corrupted Outlook data file (.OST or .PST), network connectivity issues, missing Microsoft patches, conflicting EMET security software, or a corrupted Windows user profile.

Resolution

See Article 000028644 for troubleshooting steps.

Sync Error 5 — Salesforce for Outlook Events or Tasks Sync Fails

Root Cause

The affected user's profile does not have the Edit permission enabled on the Event or Task object.

Resolution

Enable the Edit permission for Events and Tasks on the user's profile. See Article 000073330 for full steps.

Sync Error 6 — Non-Unicode PST File / Mapped Fields Length Error

Root Cause

Microsoft Outlook is using a legacy non-Unicode 97-2002 .pst data file, which is not compatible with Outlook 2007, 2010, or 2013. The Sync log shows an error such as "Unhandled outlook property type non-Unicode PST found" or "Mapped Fields and dataset fields length is different."

Resolution

See Article 000007599 for steps to convert the .pst file.

Sync Error 7 — Salesforce for Outlook Is Unable to Communicate with Outlook

Root Cause

May be caused by a corrupted Outlook data file (.OST), Outlook not running in Exchange cache mode, a large data file over a slow network connection, a non-Unicode PST file, a grayed-out folder in the SFO wizard, or Windows User Account Control (UAC) being enabled.

Resolution

See Article 000194175 for full troubleshooting steps.

Sync Error 8 — Unable to Sync This Record Because of a Record Conversion Problem

Root Cause

Corrupted Outlook configuration or a corrupted Data Set in Salesforce. The Trace log shows an error indicating "An error occurred in converting SFDC record" or "Unable to cast object of type 'Sfdc.Server.SfdcRecordId' to type 'System.String'."

Resolution

See Article 000211825 for full steps.

Sync Error 9 — An Item with the Same Key Has Already Been Added

Root Cause

Possible duplicate redemption key in the sync configuration. In some cases this error resolves itself after a subsequent sync attempt.

Resolution

See Article 000187940 for full steps.

Sync Error 10 — Property Not Found PropertyName:ISPRIVATE

Root Cause

The default field mapping between the Outlook Sensitivity field and the Salesforce Private field has been deleted.

Resolution

Restore the default field mapping. See Article 000206641 for full steps.

Sync Error 11 — Required Fields Are Missing: [LastName] for Outlook Record

Root Cause

Contacts being synced from Outlook are missing a Last Name value, which is a required field in Salesforce.

Resolution

Ensure the Outlook Contact record has a Last Name populated before syncing. See Article 000199078 for full steps.