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Windows 10 can't find file while trying to run program

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Last Modified: 2016-02-16
A Windows 10 64-bit OS computer has  a problem with the Sales Force plugin.

When the Sales Force program is installed it installs correctly.

However at the end of the Sales Force plugin installation an error appears that says "The installer couldn't open Salesforce for Outlook. You can, however, open Salesforce for Outlook from the Start menu" (see the first screenshot "System can't find the file").

And then whenever the Sales Force program is launched (from either its desktop icon or the start menu) we receive an error that says "Windows cannot find the file" (see the second screenshot).

Later on if the Sales Force program icon is launched from the desktop or the start menu we receive an error message that says "Windows cannot find [path to Sales Force SfdcMsOL.exe file]. Make sure you typed the name correctly, and then try again." This happens even though the current user (who has administrator rights) and the OS have full security permissions and access to the program file within the specified path.

This happens no matter which folder we install the Sales Force program in and happens both if we specify that the program will be used only by the user logged onto the computer or if it will be used by all users on the computer.

This continues to happen even if we create new user profiles with administrator rights.

This OS doesn't have any viruses or malware. I have already run full Norton antivirus and Malwarebytes scans.

This problem still continues to happen even if the antivirus and Malwarebytes programs are disabled.

All Windows 10 and Office 2016 updates have been installed.

I have also run the following commands and no problems have been detected:

sfc/sannow
DISM.exe /Online /Cleanup-Image /Scanhealth
DISM.exe /Online /Cleanup-Image /Restorehealth
chkdsk

Furthermore all temporary and temporary internet files have been cleared several times.

I have already installed this same Sales Force connector on several other Windows 10 computers running Office 2016 and haven't had this problem at all. On these other Windows 10 computers the Sales Force Outlook connectivity connector runs fine.

I also don't see any unusual errors in the event viewer.

I have worked with Sales Force tech support and they say that they haven't heard of or seen this error before. They also say that their latest connector is fully compatible with Windows 10. They say that this is an issue with the computer's operating system and that Windows 10 needs to be completely reloaded.

I would like to be able to fix this issue without having to completely reload Windows 10 and Office 2016.

What else can be done to troubleshoot and fix this issue?

System-cant-find-the-file.PNG
Windows-cant-find-the-SalesForce-fil.PNG
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dbruntonQuid, Me Anxius Sum?  Illegitimi non carborundum.
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Commented:
Use Windows Explorer and see if SfdcMsOL.exe exists in the folder concerned.

If it doesn't then copy it across from another machine.  You've installed this app on other machines so you should be able to get it.  I'm suspecting the install application isn't working properly for some reason.
IT GuyNetwork Engineer

Author

Commented:
Yes the SfdcMsOL.exe exists along with all of the other necessary files in this folder.

When I browse to the folder and double click on the SfdcMsOL.exe file I get the exact same error message.
Scott SilvaNetwork Administrator
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Commented:
First things first... Is your version of SalesForce listed as windows 10 compatible?
It could be a simple tweak they need to do to get it to run.
dbruntonQuid, Me Anxius Sum?  Illegitimi non carborundum.
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Commented:
Hmmm.  

You've run chkdsk.  Try running the appropriate manufacturer's hard disk util over this hard disk.  Not that I think that's the problem but do it anyway and eliminate the faint possibility of a failing hard disk.

Try installing another trivial application and see if that runs.  Irfanview, for example, or something similar and simple.  See if that application starts up and runs without throwing errors.

Also try uninstalling Outlook and reinstalling Outlook.
IT GuyNetwork Engineer

Author

Commented:
Yes the latest version of Sales Force is Windows 10 compatible.
IT GuyNetwork Engineer

Author

Commented:
This user has several other applications and programs installed including a few that I have installed while working on this issue including WinZip and 7-Zip.

I just installed Irfanview and that program runs perfectly fine.

We have also performed several Online repairs of Office 2016 and have recreated the user's Outlook profile several times.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Create a new, test Windows User Profile (Account). Log into the new Windows Account and try Sales Force in the new Account. It works on other computers - it could be a damaged Windows Profile.
dbruntonQuid, Me Anxius Sum?  Illegitimi non carborundum.
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Commented:
Are the other computers running Outlook 2016?  I'm suspecting an incompatibility between the two products.

Two possibles:

One, the Salesforce app isn't compatible with Outlook 2016.  See https://success.salesforce.com/issues_view?id=a1p300000008ZaaAAE but this bug seems to have been fixed.

Two, if you have Office Click To Run installed this may be affecting the install.  See https://success.salesforce.com/answers?id=90630000000gsCqAAI (you'll have to scroll down through the thread) but this only applied to Office 2013 Click To Run and they seem to have patched the bug.  There is a post there that talks about identifying if you have installed Office Click To Run.
IT GuyNetwork Engineer

Author

Commented:
I have already created brand new profiles on this Windows 10 computer and I continue to get the exact same error messages when I install and then try to run Sales Force.

Also the other Windows 10 computers are also running Office 2016 & Outlook 2016.

Also we did not install Office Click to Run.
IT GuyNetwork Engineer

Author

Commented:
And yes the Sales Force tech support rep and I have also seen the https://success.salesforce.com/issues_view?id=a1p300000008ZaaAAE "Salesforce for Outlook - Support for Outlook 2016" thread.

The Sales Force tech support rep has also confirmed that this issue has been fixed.
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This one is on us!
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Matt MinorTechnical Systems Analyst
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Commented:
It certainly sounds like you've done due diligence with this. I agree with John where a Windows re-installation with "Keep Data and Applications" might be your most appropriate course after exhausting numerous other possibilities.
dbruntonQuid, Me Anxius Sum?  Illegitimi non carborundum.
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Commented:
OK, swears loudly.

I suspect you are going to have to go back to the beginning.

Backup data.  Wipe disk.  Reinstall Windows 10.  Reinstall Office 2016.  Reinstall Salesforce.  I'd do this before installing any anti-virus or any other applications.

Not pretty.

There's an incompatibility there but identifying which one of the three isn't playing the game isn't obvious at this stage.
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Distinguished Expert 2019

Commented:
Normal trouble shooting would mean to take procmon and monitor what is happening while double clicking SfdcMsOL.exe. Sure, we could do all kind of things including an inplace upgrade, but that would mean we surrender before analysis was even tried.
Matt MinorTechnical Systems Analyst
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Commented:
Fair. Process Monitor can be found here:
https://technet.microsoft.com/en-us/sysinternals/processmonitor.aspx

I guess it depends on much more time you have/are willing to invest in this application issue.
IT GuyNetwork Engineer

Author

Commented:
We will be reinstalling the Windows 10 OS on this laptop once the user says it is OK to do so.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Thanks for the update and I was happy to help you.
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Distinguished Expert 2019

Commented:
Not even tried to use procmon?
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