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Troubleshoot Einstein Activity Capture Email and Calendar Sync Issues

公開日: Oct 21, 2026
説明

Microsoft Graph Migration (Spring ’26)

Starting Spring ‘26, EAC configured for Microsoft Office 365 automatically switches to Microsoft Graph authentication. If your org was configured before Spring ‘26, you may need to manually upgrade. After the upgrade, users with user-level authentication receive a banner prompting them to reconnect their Microsoft account. Sync continues via EWS until each user reconnects, but new connections default to Microsoft Graph.

Microsoft is retiring EWS in October 2026. Salesforce recommends completing the upgrade to Microsoft Graph by August 2026 to allow time for user reconnection and testing before Microsoft’s hard deadline.

User Connection Reset Required

A user’s individual EAC connection can become broken due to password changes, domain changes, license reassignments, or sandbox refreshes. The Check User Sync Status tool in Setup can identify and reset broken connections.

Email Domain Mismatch

If the email address on the user’s Salesforce user record does not match the domain used when setting up the EAC Microsoft or Google connection, sync fails silently.

Excluded Addresses or Private Event Settings

Events or emails may be excluded from sync due to admin-configured excluded address lists or because events are marked private in the user’s calendar application.

Microsoft Graph Upgrade Button Not Appearing

Some orgs do not see the "Upgrade to Microsoft Graph" one-click button in EAC Settings, even though their connections use Exchange Web Services (EWS). This occurs when the org's EAC configurations were provisioned in a way that the upgrade detection tool does not recognize as eligible.

If the upgrade button does not appear:

  1. Verify the connection type: Setup → Einstein Activity Capture → Settings. Review the "Authentication Method" shown on each configuration.
  2. If the connection shows Exchange Web Services and the upgrade button is absent, raise a case with Salesforce Support referencing the EWS retirement deadline (October 2026).
  3. As a workaround: create a new EAC configuration using Microsoft Graph authentication, assign users to the new configuration, and remove the old EWS configuration.
OAuth Admin Consent Popup Closes Before Completing

When completing the Microsoft Graph admin consent step during EAC upgrade, the browser popup may close before consent is fully granted. This can occur due to browser pop-up blockers, security settings, or session timeout.

  1. Disable browser pop-up blockers for the Salesforce domain and retry.
  2. Use an incognito or private browsing window to complete the consent flow.
  3. Ensure the Microsoft 365 account completing the consent step has Global Administrator or Application Administrator privileges in Microsoft Entra.
  4. After granting consent, return to Salesforce EAC Setup and verify the connection shows "Microsoft Graph" as the authentication method.
解決策

Resolution

Step 1: Check User Sync Status

  1. From Setup, enter Einstein Activity Capture and select Settings.
  2. In the Quick Links section, click Check User Sync Status.
  3. Enter the affected user’s name and click Check Status.
  4. If errors are listed, click Reset User. The reset restores the connection and can take several hours.

Step 2: Verify Email Domain Matches

  1. Confirm that the email address on the user’s Salesforce user record matches the domain used for their Microsoft 365 or Google credentials in EAC.

Step 3: Check the Microsoft Graph Migration Status

  1. From Setup, enter Einstein Activity Capture and select Settings.
  2. Review whether the org shows a banner for Microsoft Graph upgrade.
  3. If eligible, use the single-click upgrade tool to migrate to Microsoft Graph.
  4. After org-level upgrade, notify users that they will receive a banner to reconnect their Microsoft account individually (for user-level OAuth configurations).

Step 4: Review Excluded Addresses and Sync Settings

  1. From Setup, review the EAC configuration assigned to the affected user.
  2. Check the Excluded Addresses list for addresses that might match the emails or events failing to sync.
  3. Confirm the configuration is set to sync both emails and events (or as required).
Step 5: Prevent Duplicate Contacts After EAC Reconnection or Reset

After an EAC reset or user reconnection, EAC performs a backfill of up to 24 months of historical emails. If Automatic Contact Creation is enabled at a low threshold, this backfill can trigger mass contact creation from historical email data and generate thousands of duplicate contacts.

Before resetting any EAC connection or performing an org-level EAC reconfiguration:

  1. From Setup, open Einstein Activity Capture Settings and locate Automatic Contact Creation.
  2. Temporarily disable Automatic Contact Creation, or raise the interaction threshold to at least 5 before beginning the reset.
  3. Perform the reset or reconnection.
  4. After sync is verified and stable, re-enable Automatic Contact Creation at the desired threshold.
  5. If duplicates have already been created: use Setup → Duplicate Management → Duplicate Record Sets to identify and merge them.
Warning: This risk applies to any EAC connection reset, including resets triggered by the Check User Sync Status tool. Always disable or raise the Automatic Contact Creation threshold as a precaution before initiating any reset.

FAQ

EAC sync stopped working in February 2026. Is this related to the Spring ‘26 release?

Yes. Spring ‘26 introduced the automatic Microsoft Graph transition. If your org was using EWS authentication, the migration may have triggered reconnection banners for users. Have affected users look for a banner in Salesforce prompting them to reconnect their Microsoft account. EAC continues to sync via EWS until each user reconnects.

What is the deadline to migrate from EWS to Microsoft Graph?

Salesforce recommends completing the upgrade by August 2026, two months before Microsoft’s EWS retirement deadline of October 2026. Completing the migration early allows time to resolve any user reconnection issues before the hard cutoff.

A user’s calendar events are not syncing, but emails are. What should I check?

Check whether the EAC configuration assigned to the user has event sync enabled. Also check if the events are marked as private in the user’s calendar app — private events sync only if the configuration explicitly allows it. Personal events on non-default calendars are never synced.

ナレッジ記事番号

005387541

 
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