Skip to content

How to collect Product Desktop (MSI) Implementation Logs for Troubleshooting

For users of the Email Sidebar on:


2 min read



Note that Desktop (.MSI) implementation will be deprecated based on Microsoft technical updates. See this article for more information


RG Email Sidebar for Salesforce Desktop (.MSI) implementation can be only be installed in MS Outlook Desktop running on a Windows system. This implementation of the Add-In is compatible with MS Outlook 2016, 2019 (full integration) and requires the latest version of MS Edge to be installed in your system to run.

There are 32-bit and 64-bit installation packages available, to be installed on 32-bit and 64-bit editions of MS Outlook respectively. Custom company-specific editions of RG Email Sidebar for Salesforce Desktop (.MSI) are normally installed and managed by local assigned administrators using mass deployment tools and RG Email Sidebar admin panel.

RG Email Sidebar demonstrates solid compatibility with MS Outlook, however under some circumstances (e.g. conflicts with other integration software installed) Add-In crashes might occur. If a crash occurs, please do the following to help us investigate the problem:

1. Open the Run prompt in Windows (by pressing Windows button+R)


2. Copy and paste the following path into the Open: box %appdata%\\RG Email Sidebar Add-In\Profile and click OK


The full path to the folder is %system disk%:\Users\%username%\AppData\Roaming\\RG Email Sidebar Add-In\Profile, where %username% is the current user’s Windows profile name


3. Compress the Logs folder into a .zip archive by right clicking it and selecting Send To > Compressed (zipped) folder (or you could use 7-Zip / WinRAR)


4. Send the zip archive to our Support team along with a step-by-step description of the actions and conditions which led to the issue (reproduction steps). If the zip file is too big to be attached to an email – please upload it to a file hosting site like Filedropper or Uploadfiles and send us the link; in the latter case for security considerations make sure to set a password on the zip archive and send it directly to us along with the link.


Get back to us
We would love to hear from you!