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Microsoft Exchange Mailbox Disconnects from Einstein Activity Capture

Дата публикации: Mar 6, 2026
Описание

Einstein Activity Capture gets disconnected and shows 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."


This error may show up due to the following reasons:

  1. When the user has entered the invalid credentials.
  2. When the user is using the Email alias.
  3. When the user is added to the Einstein Activity Capture sync configuration and UPN(User Principal Name) format of username was not used while connecting the mailbox. See User Name Formats.
  4. When the user used the UPN(User Principal Name) format of username but it doesn't match with their Primary Email address.
  5. When the user used the UPN(User Principal Name) format of username as primary email address but UPN format of username is not activated from the Windows Activity Directory.
  6. Users may also see the above error if there are any connectivity issues between Salesforce servers and Exchange server e.g. Exchange firewall is blocking calls from Salesforce.


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

Решение


Einstein Activity Capture doesn’t support capture and syncing with alias email addresses. To make sure that Salesforce users are included as event attendees, use their primary Microsoft or Google email addresses when you create 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 from the Windows Active Directory.

Important: UPN(User Principal Name) Name on Active Directory, User's Primary email address, and User's Salesforce email address all three should be matched.

You may need to narrow down the issue by removing a user from the Sync configuration and try authenticating again. If a user gets authenticated without sync configuration and gets disconnected when you add the user back to the sync configuration, that means the issue is with the sync, and make sure suggestions listed above are followed.

See Also
Troubleshoot Email and Event Issues for Einstein Activity Capture Users
Einstein Activity Capture System Requirements

Номер статьи базы знаний

000391950

 
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Salesforce Help | Article