Outlook troubleshooting: The Outlook connector is not syncing and displays an alert

If you are experiencing connection issues between your Connector and ScheduleOnce, you might receive an alert on your PC informing you what the issue is.

NoteIf you are not receiving an alert message, but the connector is still not syncing, there are other reasons your sync might be affected. Learn more about how to fix an Outlook connector that is not syncing as expected

If the alert is from Outlook rather than the connector, you might have encountered the Outlook security alert, which should be disabled.

The connector will not be able to connect to ScheduleOnce in the following cases.

You have changed your sign-in ID

If you have changed your sign-in ID, the connector will display a pop-up (Figure 1).

Figure 1: Unable to Connect to ScheduleOnce pop-up

To resolve this, click the Settings button on the connector and update the ScheduleOnce sign-in ID to the new ID.

The connection to Outlook Calendar has been disabled in ScheduleOnce

If the connection to Outlook Calendar has been disabled in ScheduleOnce, the connector will display a pop-up (Figure 2).

Figure 2: Unable to Connect to ScheduleOnce pop-up 

To resolve this:

  1. Log in to your ScheduleOnce account and go to Setup
  2. Open the left side bar and select Integrations -> Calendar integration
  3. In the Outlook calendar integration page, click the Connect button. 
  4. Copy the new security token. 
  5. In the connector, click the Settings button and paste the new security token.

ScheduleOnce is unable to process your payment

If ScheduleOnce is unable to process your payment, the connector will display the following pop up (Figure 3):

Figure 3: Unable to Connect to ScheduleOnce pop-up 

When your organization is using ScheduleOnce, your OnceHub account is charged a recurring fee, based on your subscription payment cycle. If a recurring payment cannot be processed, your account will be suspended and placed on hold. You must renew your subscription if you want to continue using ScheduleOnce with your Outlook calendar. 

Learn how to renew your ScheduleOnce subscription

Your free trial has expired

If your free trial has expired, the connector will display the following pop up (Figure 4)

Figure 4: Unable to Connect to ScheduleOnce pop-up

If your ScheduleOnce free trial ends without a purchase, your account is placed on hold for a period of thirty days before it is deleted. During this time, the ScheduleOnce connector for Outlook cannot connect to your ScheduleOnce account. 

Learn more about purchasing or upgrading your account

NoteIf you continue to see issues, please contact us.

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