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'We couldn't add this item. Please try adding this item again' When Adding Attachments in Salesforce for Outlook Side Panel

Publiceringsdatum: Apr 30, 2026
Beskrivning

Issue
When using the Salesforce for Outlook (SFO) Side Panel, clicking the envelope icon to add an email to a Salesforce record succeeds. However, when selecting one or more attachments to add to the record, the operation fails with the following error:

We couldn't add this item. Please try adding this item again.

The Salesforce for Outlook log file records an INVALID_SESSION_ID error at the time of the failure. This error indicates that the Salesforce session has expired or has been invalidated due to an IP address change during the session.

The specific log entries show an AssociationError with status error, error type Unauthorized, and an INVALID_SESSION_ID session code — meaning Salesforce rejected the session token because the IP address from which the session originated has changed.
This issue is caused by a Salesforce org-level security setting — Lock sessions to the IP address from which they originated — and is not a defect in Salesforce for Outlook itself.

Lösning

Root Cause
The Salesforce "Lock sessions to the IP address from which they originated" setting invalidates the session token when the user's IP address changes mid-session (for example, due to a VPN reconnect, network switch, or DHCP lease renewal). When SFO's side panel attempts to attach files, it uses the same session token, which has been invalidated — causing the "couldn't add this item" error.
Resolution: Disable Session IP Locking
A Salesforce Administrator must log in to the org and disable this setting.

Steps in Salesforce Classic

  1. Go to Setup | Administer | Security Controls | Session Settings.
  2. Deselect Lock sessions to the IP address from which they originated.
  3. Click Save.

Steps in Lightning Experience

  1. Click the gear icon | Setup | Security | Session Settings.
  2. Deselect Lock sessions to the IP address from which they originated.
  3. Click Save.

After Disabling the Setting
Restart Salesforce for Outlook to apply the change:

  1. Exit SFO from the system tray by right-clicking the red and gray SFO icon and clicking Exit.
  2. Relaunch Salesforce for Outlook from the desktop by double-clicking the application icon.

Refer to the article Modify Session Security Settings for more information.

Knowledge-artikelnummer

000388010

 
Laddar
Salesforce Help | Article