Outlook Crashing Upon SalesCloud Plugin Sync (Doc ID 2223153.1)

Last updated on JULY 27, 2017

Applies to:

Oracle Fusion Sales Cloud Service - Version 11.1.11.1.0 to 11.1.11.1.0 [Release 1.0]
Information in this document applies to any platform.

Symptoms


ACTUAL BEHAVIOR
---------------
Outlook crashing upon SalesCloud plugin sync

More than 20 users are reporting Outlook crashing every time the SalesCloud plugin tries to complete a sync. They have the plugin set to sync every 30 mins. When customer disable the plugin for these users Outlook is stable and runs as it should be. When they disable the auto sync for these users and try to manually sync some users are able to and some still experience Outlook crashing during the "Synchronizing Records" step of the sync.

EXPECTED BEHAVIOR
-----------------------
Outlook synchronization should not cause Outlook to crash

STEPS
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The issue can be reproduced at will with the following steps:
1. Start synchronization
2. Outlook will stop responding at Synchronization step.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot sync data to Outlook

Cause

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