#Outlook/Teams/Gmail23 人正在讨论

Hi @Ashwini Garwandha

thanks for the information  

but I still see the Information on the view. 

Regards 

Kurt

To help pinpoint the exact setting we need to remove, could you check a few details for me? 

    1. Where is the prompt appearing? Is the user seeing this inside Salesforce in their web browser, or inside the Outlook desktop/web add-in panel? 

   2.  Active Integrations: Is your org currently using Einstein Activity Capture (EAC), Salesforce Inbox, or the Outlook Integration for email sync? 

    3. User Setup Check: If you open their User record in Setup, is there anything listed under the Third-Party Account Links related list? 

Once we confirm those details, we can remove the stale connection or configuration right away. 

Be well - Katende

Hi @Kurt Lahn

-  

Have you looked at this article already:

Thanks! 

Based on the symptoms, I would first look at the email itself rather than Salesforce configuration.

The interesting part is that:

* The same Contacts match correctly on another email in the same thread

* All users are seeing the same behavior

* The issue happens only for one specific message

That usually points toward something different in the email metadata/header information.

A few things I would check:

1. Compare the working email and failing email headers:

* From address

* Reply-To address

* To/Cc values

* Message identifiers

Sometimes two emails can look identical in Outlook but have different underlying header information that Salesforce uses for Contact matching.

2. Check how the failing email was generated:

* Was it forwarded?

* Sent through a shared mailbox?

* Routed through another system?

* Generated by a distribution list or automation?

3. If the email has been logged in Salesforce, compare the EmailMessage details:

* FromAddress

* ToAddress

* CcAddress

* Headers

* ThreadIdentifier

Since the issue follows the message and not the user, permissions, cache, or user settings would be lower on my troubleshooting list.

My first suspicion would be that Salesforce is not able to correctly extract the external participants from that specific email because of something different in the message headers.

@Andreas Rosen

The short answer: yes, Lightning Sync will keep running past October 2026 and up to April 2027, but only if you take a specific admin action first. It won't keep running automatically.

Microsoft's new plan isn't a single hard cutoff. It's a phased, admin-controllable disablement that begins October 1, 2026 and concludes with permanent shutdown on April 1, 2027. The critical part is what happens by default at the October date. Beginning October 1, 2026, EWS is blocked unless the tenant configures an AppID Allow List and sets EWSEnabled=True. Without admin action, Microsoft sets EWSEnabled=False and EWS apps stop working. 

So for Lightning Sync specifically, this means: if you do nothing, your sync likely breaks in October 2026, not April 2027. To get the full runway to April 2027 that you're hoping for, your Exchange admin needs to add the Salesforce EWS app to an AppID Allow List and set EWSEnabled=True. Microsoft recommends doing this before the end of August 2026, because tenants that complete it before the deadline are excluded from the automatic October 1st blocking. After April 1, 2027 there are no exceptions and no extensions. 

On the Salesforce side, the position is consistent with this. Salesforce confirms that Lightning Sync configurations using EWS won't capture or sync data after EWS is retired, and recommends either migrating the Microsoft connection to Microsoft Graph or moving from Lightning Sync to Einstein Activity Capture. Worth knowing that the Graph connection for the Microsoft side is still relatively new, so test it rather than assuming a clean swap. 

So to directly answer your planning question: yes, you can buy yourself the time to April 2027 to move to a new solution with proper concept and care, which is exactly the sensible approach. But that extra time is not automatic. The action item is to have your Exchange admin set up the AppID Allow List with EWSEnabled=True before end of August 2026. Miss that, and your bridge collapses in October 2026 instead.

One thing I'd flag for your migration planning, since you mentioned wanting to move with proper concept. If your end goal is Einstein Activity Capture, be aware of a key behavioral difference. Lightning Sync syncs contacts and calendar events. EAC covers events and contacts too, but it does not support shared calendars, resource calendars, or delegated calendars. If any of your users rely on shared or room calendars flowing into Salesforce today, that's a gap you'll want to design around before committing, rather than discovering it mid-migration. Better to surface that now while you have the runway. 

-SP