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User cannot login after upgrade to 3.07.17 version - Oracle Sales Cloud for Outlook add-in (Doc ID 2582897.1)

Last updated on AUGUST 29, 2019

Applies to:

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


  1. Oracle Sales Cloud add-in for Outlook was upgraded to 3.07.17 version recently.
  2. When trying to login via log-in dialog user is getting "You are trying to log in using the user name that differs from the user name used before. If you want to change your user name, please do it explicitly in the Options dialog box" error when correct credentials are entered.


 Impacted customers:
  Only those customers who explicitly use URL "crmService/OutlookRequestHandlerService" or "crmService/OutlookMetadataService" are impacted.
Below are the two common places it may happen.

1.customer modifies the outlook installer file(Oracle Sales Cloud for Outlook.ini) as below.

If the the out of box .ini file is used this should not happen. It's more likely to happen to TRS SSO customers as they need to modify .ini file.
It's not an issue to STS SSO customers.


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