How to collect SmartCloud Connect (Desktop/MSI implementation) Logs for Troubleshooting¶
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 2010-2013-2016-2019 (full integration) and requires Internet Explorer 11 to be installed in 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)
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.
4. Send the zip archive to our Support team along with a step-by-step description of the actions and conditions which led to the issue (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.