Outlook : Detected unexpected 2 instances of Oracle Sales Cloud for Outlook (Doc ID 2130802.1)

Last updated on APRIL 25, 2016

Applies to:

Oracle Fusion Sales Cloud Service - Version 11.1.10.0.0 and later
Information in this document applies to any platform.

Symptoms

On : REL 10 version, Microsoft Outlook

When attempting to sync with outlook ,
the following error occurs.

ERROR
-----------------------
"Oracle Sales Cloud for Outlook
 The package is not compatible with the current version of the product. Synchronization was cancelled. Please install Oracle Sales Cloud for Outlook 3.06.22.0 which is the preferred version for use with this package . "
STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Open Outlook
2. Initialize a sync with Sales Cloud
3. The sync fails and the following error occurs .
"Oracle Sales Cloud for Outlook
 The package is not compatible with the current version of the product. Synchronization was cancelled. Please install Oracle Sales Cloud for Outlook 3.06.22.0 which is the preferred version for use with this package . "


The issue has the following business impact:
Due to this issue, users cannot complete an outlook to Sales Cloud sync .

Cause

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