Salesforce for Outlook: Disrupted Service for Some Customers

Starting in Winter ’20, restrictions to Microsoft® Internet Explorer® 11 access disrupted service for some Salesforce for Outlook users. Learn more about who’s impacted and the workarounds available to enable your users to access Salesforce for Outlook again.

Where: This change applies to Lightning Experience in Contact Manager, Group, Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.

Who: Only certain Salesforce for Outlook customers experience this service disruption.
Why: As a result of Salesforce retiring Lightning Experience support for IE11, Salesforce enabled a change in Winter ’20. This change prevents users who only have access to Lightning Experience from logging into Salesforce from IE11. Because Salesforce for Outlook relies on IE11 to publish the side panel and the setup wizard in Outlook, Lightning Experience-only customers can’t maintain a connection. Users impacted by this issue experience one or all of these limitations:
  • Users see the error “You’re not connected to Salesforce” in the side panel, and can’t use any side panel features.
  • Users who have been logged out of Salesforce for Outlook no longer can sync contacts, events, or tasks between Salesforce and Microsoft Outlook.
  • Users who try to enter their credentials from the Salesforce for Outlook setup wizard see the error “Can't access this page.”
How: You can take one of these suggested workarounds to let users continue working with Salesforce for Outlook.
  • Opt in to extended support for IE11. From the Session Settings page in Setup, enable Extended use of IE11 with Lightning Experience.
  • For customers whose Salesforce subscriptions offer access to Salesforce Classic, admins must make sure that users still have access to that interface. Make sure that both:
    1. Salesforce Classic isn’t turned off for your whole Salesforce org. See Turn Off Salesforce Classic for your org.
    2. The "Hide Option to Switch to Salesforce Classic" is disabled on any permission sets assigned to your Salesforce for Outlook users’ profiles. See Make Lightning Experience the Only Experience for Some Users. Users aren’t required to switch back to Salesforce Classic to reinstate access to Salesforce for Outlook—the switcher simply must be available to them.

Alternatively, if you meet the system requirements, consider moving to our next-generation products, Outlook Integration, and either Einstein Activity Capture or Lightning Sync. You then can take advantage of our latest email integration features. Plus, these products are cloud-based, which means that you get patches and product updates automatically, with each Salesforce release. So your IT professionals no longer have to manage manual updates.

Keep in mind that at this time, the Outlook integration also requires IE11 for some desktop versions of Microsoft Outlook. See The Outlook Integration No Longer Connects to Salesforce for Some Customers to learn about the workarounds and how Salesforce is addressing this issue in 2020.

To gain deeper understanding of the features offered and see the system requirements, review our email integration comparison table.