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Error 'Salesforce for Outlook has stopped working' when you use Salesforce for Outlook

Publish Date: Oct 13, 2023
Description

Please Note Salesforce for Outlook Retirement: Salesforce for Outlook Retirement

ISSUE

Salesforce for Outlook crashes or quits on you with this error message:

"Salesforce for Outlook has stopped working." 

 

 
POSSIBLE CAUSE OR REASON

This issue is most probably related to one of the following
  • A corrupted Outlook profile
  • A corrupted Windows profile
  • IE being out of date. Make sure Internet Explorer is upgraded to the latest version and Microsoft Windows is up to date with all the updates and patches installed (Windows Update)

Note:
 
  • You would need to refer to your internal IT team to recreate your Outlook or Windows profile. It's possible that most other applications would work without any issue except Salesforce for Outlook.
  • Sometimes the error message is in the background and the Salesforce for Outlook system tray icon gets stuck on a certain percentage or stays gray. In this case, minimize other applications to see the error.
  • SFO must be successfully installed before performing these steps. See the following article for more information: Install, remove or upgrade Salesforce for Outlook.
Resolution
If upgrading IE and Windows, nor reinstalling SFO didn't resolve the issue follow these steps:


STEP 1 - A corrupted Outlook Profile
STEP 2 - A corrupted user's Windows profile




A corrupted Outlook Profile
 

To perform this step, you would need to contact to our Internal Help Desk and ask them to recreate your Outlook profile. Only your Internal Help Desk (IT) team knows the correct configuration for your Exchange server URL and the configuration.

If you don't have an IT team or if you're using Office 365, you can contact Microsoft support to recreate your Outlook profile. You can even search the Microsoft knowledge base for more information

You can also refer to the following links by Microsoft for more information

- Create an Outlook profile
- Fix your Outlook email connection by repairing your profile

After creating a new Outlook profile, login with that profile and run Salesforce for Outlook see if the error still occurs. If it does, try the next STEP


If you have an Exchange email, company email, you must have your IT department assist you with this task. After you create a new user profile, you would have to create a new Outlook profile and transfer your Outlook data file along with My Documents, and other data

This Microsoft link will assist you with creating a new Outlook profile if you do NOT have an IT department
Create an Outlook profile

Additional information from Microsoft support
"Outlook not responding" error or Outlook freezes when you open a file or send mail



A corrupted user's Windows profile

Before you proceed with this step, Uninstall Salesforce for Outlook completely. 

Next reach out to your IT department to create a new Windows profile (username) on your computer and see if that resolves the issue. When everything is working in the new Windows profile then you can ask your IT to transfer your data. Your IT can simply log in with their account or a local Administrator account and rename your Windows profile from C:\users\ and have you log in again. Your old profile won't be deleted.

If you don't have an IT department you can follow these steps in order to create a new profile (Windows username).

 
1. You must be logged in to your computer as a local Administrator and navigate to the Control Panel, then Users to create a new account.

2. Assuming you already uninstall Salesforce for Outlook, log off and log in with your new username.

3. Windows will take longer since it will try to configure your profile for the first time. When you see your Desktop you try to install SFO and see if the issue is still reproducible before copying your data from the old profile.


Note: They must log you off first, switching users will keep you logged in hence won't allow them to rename your profile. You can refer to the following knowledge articles from Microsoft for more help on creating a new user or Windows profile 
 
Knowledge Article Number

000387295

 
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