Troubleshooting Outlook Sync

Overview

This document provides general information on how to troubleshoot the Outlook Sync.

Are You Experiencing Outlook Sync Installation Problems?

There are prerequisites for installing the new Outlook Sync as a Service. Click here for further troubleshooting.

If you have you completed the installation for Outlook Sync as a Service and you are still experiencing issues, refer to the next section below.

List of Problem(s)

There are a few issues that will prohibit successful usage of Outlook Sync as a Windows service. Let's go over a list of possible problems that can occur.

Outlook Sync cannot sync using Outlook Mobile Access or Exchange ActiveSync
I receive a 401 error in the Outlook Sync front end interface on my ConnectWise server
My organization has one or many user(s) that cannot sync to Outlook from ConnectWise
My organization cannot sync to Outlook from ConnectWise for all users

Outlook Sync cannot sync using Outlook Mobile Access or Exchange ActiveSync

Problem: I am using Microsoft Exchange Server 2003 Enterprise Edition OR Microsoft Exchange Server 2003 Standard Edition, and Microsoft Active Sync 4.1 with SSL and Forms Based Authentication enabled. Now I am receiving synchronization and connection issues with this configuration.

Solution: This is a known issue with Microsoft. Please refer to Microsoft knowledgebase article ID 817379 for resolution and additional information.

I receive a 401 error in the Outlook Sync front end interface on my ConnectWise server

Problem: I receive a 401 error in the Outlook Sync front end interface. Also I do not see any appointments syncing.

Solution: Make sure the CWADMIN user has owner rights to the ConnectWise public folder and the CompanyContacts public folder. Also make sure the DEFAULT user has editor permissions to both folders.

My organization has one or many user(s) that cannot sync to Outlook from ConnectWise

Problem: I have one or many user(s) that cannot sync to Outlook using ConnectWise.

Solution: Make sure the user is enabled on the member maintenance screen under the setup module. There is an option to check the 'Turn on Exchange Integration' towards the bottom of the screen.

Problem: I have one or many user(s) that cannot sync to Outlook using ConnectWise and I have made sure that their Exchange integration is enabled.

Solution: Make sure that your user(s) MAPI name is set correctly. A sample MAPI name looks like this: ABellini. There is also a MAPI tester on the Outlook Sync Interface on your ConnectWise server.

Problem: I have one or many user(s) that cannot sync to Outlook using ConnectWise and I have made sure that their Exchange integration and MAPI names are correct.

Solution: Make sure the Activity/Service/Project has a start/end date and time.

My organization cannot sync to Outlook from ConnectWise for all users

Problem: All users for my organization cannot sync to Outlook from ConnectWise.

Solution: Make sure that the Windows service is running for ConnectWise Outlook Sync under Services in Administrative tools on your ConnectWise server.

Problem: All users for my organization cannot sync to Outlook from ConnectWise and I confirmed that the Windows service for ConnectWise Outlook Sync is running.

Solution: Make sure your Exchange server is up and running.

Problem: All users for my organization cannot sync to Outlook from ConnectWise, I confirmed that the Windows service for ConnectWise Outlook Sync is running, and my Exchange server is up and running.

Solution: If you upgraded or replaced your Exchange server, refer to the Exchange Migration documentation.

Problem: All users for my organization cannot sync to Outlook from ConnectWise, I confirmed that the Windows service for ConnectWise Outlook Sync is running, my Exchange server is up and running, and I have not upgraded or replaced my Exchange server.

Solution: Make sure CWADMIN user account on your ConnectWise server has access to all users' calendar.