Troubleshooting SmartCloud Connect Desktop (.MSI) Implementation

SmartCloud Connect for Salesforce Desktop (.MSI) implementation can be only be installed in MS Outlook Desktop running on a Windows system. This implementation of the Add-In is compatible with MS Outlook 2013 and 2016 (full inegration) and requires Internet Explorer 11 to be installed on your system to run.

There are 32-bit and 64-bit installation packages available, to be installed on 32-bit and 64-bit editions of MS Outlook respectively. Custom company-specific editions of SmartCloud Connect for Salesforce Desktop (.MSI) are normally installed and managed by local assigned administrators using mass deployment tools and SmartCloud Connect admin panel.

SmartCloud Connect demonstrates solid compatibility with MS Outlook, however under some circumstances (e.g. conflicts with other integration software installed) Add-In crashes might occur. If a crash occurs, please do the following to help us investigate the problem:

1. Open the Run prompt in Windows (by pressing Windows button+R)

Note

the full path to the folder is %system disk%:\Users\%username%\AppData\Roaming\InvisibleSolutions\SmartCloud Connect Add-In\Profile, where %username% is the current user’s Windows profile name.

3. Compress the Logs folder into a .zip archive by right clicking it and selecting Send To > Compressed (zipped) folder (or you could use 7-Zip / WinRAR)

4. Send us the zip archive at [email protected] along with a step-by-step description of actions and conditions which led to the crash (reproduction steps). If the zip file is too big to be attached to an email – please upload it to a file hosting site like Filedropper or Uploadfiles and send us the link; in the latter case for security considerations make sure to set a password on the zip archive and send it directly to us along with the link.