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Craig CarlsonCraig Carlson 

Outlook Plug-in authentication error

Some users cannot validate their connection to salesforce via the salesforce options within outlook.  The following error occurs "Failed to log in to salesforce.com. Please check your user name and password"
 I do have users that have no problems.  I'm thinking its a domain id issues but not certain

Answer from Blake Markham
Product Management
It sounds like they may need to use their security token appended to their password. This can be required depending on how your org is setup. Check out this article to learn more.

By the way, the new Salesforce for Outlook simplifies authentication. Users only need to authenticate once and no security tokens are required!

Follow-up question.
1).  Users are setup in our org to not have the capability to reset their security token
2).  We are on a trusted network to salesforce so a security token has never been needed so why one now?
System AdministratorSystem Administrator
Craig,

Did you check if these users are part of your outlook configuration?

Regards
Varun Nagpal
KVP Business Solutions
varun@kvpcorp.com
Craig CarlsonCraig Carlson
Thank You for the response
Not sure what you are asking.  Lets use one machine as an example.  I can log onto the client and use the plugin features and connect to salesforce.  I can also change the plugin configuration to use another individual as my salesforce authentication and it works.  As soon as this user logs into the client and users his credentials he cannot connect to salesforce.  When he changes the plugin configuration to use my id which just worked in the previous scenerio, it also fails.  I'm thinking it may be a local profile issue but not sure why that would make a difference when using the plug in.

SaaSySaaSy
Craig -

What Varun is mentioning may work if you double check that profiles are part of your Outlook Configuraition - this is under Setup | Administration Setup | Desktop Administration | Outlook Configurations. You should have one set up there (probably called Basic) - double check that the profile of the users you are trying to set up are listed under the "Assigned Users and Profiles" section.
 
Try that first and see if that helps to fix the issue.

- Nicole
@salesforceQueen
Craig CarlsonCraig Carlson
Nicole, thanks for the response
There was no configuration setup so I created the basic profile and added a user that was having troubles and we ende up with the same result.  What's still odd is I can connect via the plugin and certain users still cannot.

Craig
SaaSySaaSy
Craig -

One other item to check is that the user is connected (sometimes the connection fails) by looking in their system tray for the ball with the "S" on it - in your lower left hand side of your screen. Check to see if it's red (active) or grey (needs authentication).

Another item to check is to see if the plug-in is disabled. In Outlook (2010 - not sure which version you or your users is running so I will assume 2010?) look under File | Options | Add-Ins and see if Salesforce for Outlook is under the section "Active Application Add-Ins". If it's not, you can go to Manage: Disabled Items (at the bottom) and bring it back. This happens occasionally with the plug-in. Let me know if either of these works!

- Nicole
@salesforceQueen
Craig CarlsonCraig Carlson
Nicole
Still no luck
SaaSySaaSy
It may be time to call in the big guns then and open up a case! It may be something very specific to your network or setup. Don't worry, they are very quick to respond!
SaaSySaaSy
It may be time to call in the big guns then and open up a case! It may be something very specific to your network or setup. Don't worry, they are very quick to respond!