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Megan ReberryMegan Reberry 

Mac and Salesforce/Outlook Integration

Question,

We just started using the Salesforce/Outlook integration a few weeks ago. However we ran into our first issue today. We have one person using a mac, the rest of us are on pc's, and today when she went to log an email on send the button would not work. The contact was pulling in, we just couldn't click the button. 

Has anyone else had any issues with this? With it being the only Mac in our office, it's hard to trouble shoot what's going on.
Best Answer chosen by Megan Reberry
Ivan RubioIvan Rubio

I thought I had the latest version too! I was banging my head because I was like "But my users have the latest version. There has to be a different solution."

When I talked to SF support, they told me to literally follow these steps. I figured I had nothing to lose and tried the steps they offered:

1. Open any Office 365 Product.
2. Choose Help at the top.
3. Click on Check for Updates. 
4. Select Manually check.
5. Check off the "Join the Office Insider program to get early access to new releases"
6. Select Office Insider Fast for the picklist value under "Choose how you get insider builds" field.
7. Click on Check for Updates.
8. After doing that, I found out I was wrong. There were more updates. I clicked to update all and it worked. 

If you follow these exact steps and it still doesn't work then you might need to talk to your office 365 administrator to push the 16.24 through Insider to everyone. 

All Answers

Sarah KhalidSarah Khalid
Are you using Lightning for Outlook? I have used Salesforce/Outlook integration with Lightning for Outlook on a mac successfully in the past. 
Ralf GermerRalf Germer
I have the same problem for a few days now and could not resolve it. The buttom "Log Email" of the Outlook Salesforce plugin doesn't work. However, I can e.g. add new leads via the plugin. Am using Outlook 365 on Mac (all updated to the latest version).
Pranav NagrechaPranav Nagrecha
Megan,
We have had similar issues! Sounds silly but when I re-installed the complete office package it worked just fine! 
Megan ReberryMegan Reberry
We are using Lightning for Outlook and everything is up-to-date. Ralf, it sounds like you were experiencing the exact same issue that we are. Everything appears to work fine, we can add in new leads/contacts but the Log Email button does not work. I will have bcc the salesforce email for now. It sucks because she's the one person we REALLY need onboard with SF and of course that's the one computer it isn't working on. 

Pranav, did you have to uninstall all Microsoft products? Outlook, Word, etc. and then re-install?
Mary PerezMary Perez
I am experiencing the same issue however from OWA, the user is able to Log Emails with no problem. I created a Case and recieved the following recommendation:

~ based on the case description you have mentioned, and as Log email button not working in Outlook 2016 version ~ in MAC and working normally in OWA. - I have noticed that customers on latest version 16.24 are facing this ~issue Workaround: - We may advise customer's to downgrade to version 16.22 and this will resolve the issue.  

We have not implemented the "fix" so I don't know if downgrading to version16.22 solves this. If you try it and it does, please share.
Ivan RubioIvan Rubio
I've had this issue and can't seem to figure out how to fix it!
 
Mary PerezMary Perez
New feedback from support, they are working on this issue because there are a few other customers with the same issue. In the meantime, a workaround that I discovered is that logging emails from OWA works.
Ivan RubioIvan Rubio
Still waiting to hear back for my case I submitted. It looks like OWA works for some users and not for others. Not sure why the discrepancy would happen. Does OWA work for everyone of your users? 
Mary PerezMary Perez
Yes, OWA works for all of our MAC users.
Mark BazinMark Bazin
I have been beating my head against this problem and glad to find someone else with the same issue. I've got the user on owa for now, but I'd love to find a way to make this work.
Ivan RubioIvan Rubio

Hey Everyone!

Looks like we've got a fix on my end. We had to update our outlook application to the latest version through Microsoft Office Insider. 

For your reference here is the supporting documents:
https://support.office.com/en-us/article/update-history-for-office-insider-for-mac-83d11f86-ef3c-48df-889e-9fda3cc66f5c 

After updating, were now able to use the add-in again. 

Giselle MillerGiselle Miller
I have users on the latest version and it's not working for them.  Is there anyone else that got this too work with a different solution?
Ivan RubioIvan Rubio

I thought I had the latest version too! I was banging my head because I was like "But my users have the latest version. There has to be a different solution."

When I talked to SF support, they told me to literally follow these steps. I figured I had nothing to lose and tried the steps they offered:

1. Open any Office 365 Product.
2. Choose Help at the top.
3. Click on Check for Updates. 
4. Select Manually check.
5. Check off the "Join the Office Insider program to get early access to new releases"
6. Select Office Insider Fast for the picklist value under "Choose how you get insider builds" field.
7. Click on Check for Updates.
8. After doing that, I found out I was wrong. There were more updates. I clicked to update all and it worked. 

If you follow these exact steps and it still doesn't work then you might need to talk to your office 365 administrator to push the 16.24 through Insider to everyone. 

This was selected as the best answer
Megan ReberryMegan Reberry
Thank you everyone for your great advice! Finally heard back from support and they reinterated what Ivan said above. Unfortuantely that isn't an option for us. The Insider Fast is pretty much a beta version of their upcoming updates. Microsoft does this so that they can get feedback before pushing the update to everyone but because it's in beta if anything goes wrong, they aren't able to support it. Obviously our IT Director wasn't too keen on that, so adding the Insider Fast insn't a realistic option for us so we'll just have to wait until that version 16.24 is pushed to everyone.