Outlook troubleshooting: The connector is not syncing as expected

If your ScheduleOnce bookings are not showing up in Outlook, you are seeing double bookings in Outlook, or your availability is not reflected correctly in ScheduleOnce, there could be a number of different causes for this. 

Is the connector running? 

Firstly, you should check to ensure that the ScheduleOnce connector for Outlook is running in the taskbar (see Figure 1). The connector must be running and connected to the internet in order to sync between Outlook and ScheduleOnce. If it is not running, new bookings from ScheduleOnce will not be synced to Outlook and new events in your Outlook Calendar will not block availability in ScheduleOnce, which can cause double bookings. 

Figure 1: ScheduleOnce Connector for Outlook

Is the connector displaying an alert?

The connector is programmed to alert you when specific issues arise, so you will be aware of the issue. Learn more about alerts notifying you of issues that affect syncing

When did the Connector last sync?

Once you've opened the Connector, check to see the last time it synced. This will be shown above the Settings button (see Figure 2).Figure 2: Last sync

The latest time the connector synced is affected by the sync mode you are using. If you are using real-time mode, the latest sync should be the last time you received a ScheduleOnce booking or changed something in a syncing Outlook Calendar. If you are using auto-sync every X minutes/hours, the latest time will correspond to the duration of auto-sync you have configured. Learn more about sync modes

If it has not synced recently, prompt a sync by going through all the Settings steps.

Is the calendar event set to show as Free?

In order to block events in ScheduleOnce, the calendar event in Outlook must be set to show as Busy or another setting besides Free. Events showing as Free will not be blocked in ScheduleOnce. Learn more about when calendar events are treated as busy

Is your ScheduleOnce account configured to block availability for busy events?

The default configuration in ScheduleOnce is a one-on-one session, with busy time blocking availability as soon as you have one event in any calendar for which ScheduleOnce is reading busy time. However, if busy time is not being blocked when it should be, it's possible you have changed this configuration. Learn more about what to do when busy time is not blocking availability

Is the correct calendar selected in ScheduleOnce?

Check the Main booking calendar or Additional booking calendar in ScheduleOnce by going to Setup -> relevant Booking page -> Associated calendars. Ensure that the selected calendar is the same calendar you are searching in Outlook for the event. Learn more about customizing calendar settings

Do you still have permissions for the calendar you are syncing? 

If you are trying to sync Microsoft Exchange shared calendars, check the permissions of the calendar(s) you are syncing with ScheduleOnce. In Outlook, right-click on the relevant calendar (see Figure 3).

Figure 3: Calendar properties

Go to Properties -> Permissions -> Permission level (see Figure 4). Ensure that you still have read/write capabilities for the calendar. 

Figure 4: Permissions

Are you using an alternate method to send meeting invites through the connector?

If the ScheduleOnce team has prompted you to use an alternate method for sending meeting invites, this might cause an Outlook security alert to pop up, which will cause Outlook to ignore the connector. This happens because you are essentially using the connector to send an email (the calendar invite), so it raises a red flag for Outlook's basic security system. You can change this by disabling the security alert.

Are you running antivirus software or a firewall?

Your antivirus software or firewall might be blocking the sync. You or your IT team should create a whitelisted exception for the program Scheduleoncec4o.exe or, in the case of the firewall, open specific ports required for syncing in real time. Ask your IT department to open XMPP ports 5222 and 5223. Alternatively, you can switch sync mode from real-time sync to auto-sync every 5 minutes (or another amount), and the XMPP ports will not be required.

If you have explored all these options and your calendar events are still not syncing from ScheduleOnce to Outlook, please contact us.

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