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Microsoft Exchange Mailbox Disconnects from Einstein Activity Capture

Fecha de publicación: Sep 22, 2026
Descripción

A connected Microsoft Exchange mailbox may disconnect from Einstein Activity Capture (EAC) and show the following error:

"Activities aren't being captured or synced from this account anymore. Either reconnect this account or confirm you want to disconnect it. Reconnect or Disconnect. If the problem continues, contact your Salesforce admin."

Common Causes

This error may show up for the following reasons:

  1. The user entered invalid credentials.
  2. The user is using an email alias.
  3. The user is added to the Einstein Activity Capture sync configuration, and the User Principal Name (UPN) format of the username was not used while connecting the mailbox. See User Name Formats.
  4. The user used the UPN format of the username, but it doesn't match their primary email address.
  5. The user used the UPN format of the username as their primary email address, but the UPN format of the username is not activated in Windows Active Directory.
  6. There are connectivity issues between Salesforce servers and the Exchange server, such as an Exchange firewall blocking calls from Salesforce.

Note: The Autodiscover Service and EWS (Exchange Web Services) endpoint of your Microsoft Exchange server should be accessible to Salesforce.

Solución

This article explains how to resolve a Microsoft Exchange mailbox disconnecting from Einstein Activity Capture (EAC), and how to prevent it from happening again.

How to Fix It

Einstein Activity Capture doesn't support capture and syncing with alias email addresses. To make sure Salesforce users are included as event attendees, use their primary Microsoft or Google email addresses when creating their Salesforce user records. Likewise, to make sure contacts and events sync between applications, users should add primary email addresses to contacts or events when possible.

The user's primary email address is in the User Principal Name (UPN) format. UPN format username should be enabled in Windows Active Directory.

Important: The UPN (User Principal Name) on Active Directory, the user's primary email address, and the user's Salesforce email address must all match.

How to Narrow Down the Cause

You may need to narrow down the issue by removing a user from the sync configuration and trying to authenticate again. If a user authenticates successfully without the sync configuration but gets disconnected once added back to the sync configuration, the issue is with the sync, so make sure the suggestions above are followed.

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Salesforce Help | Article