Calendar Syncing - Advanced Troubleshooting

Having trouble syncing your external calendar with JazzHR? Review our advanced troubleshooting steps for each of the following email clients:

Not sure with which email client to connect? Learn more about how to start syncing. Then, come back here for advanced troubleshooting as needed.

G Suite

API Error: domainCannotUseApis

API Error: insufficientPermissions

  • Problem: When JazzHR attempts to access your calendar data, the Google API returns an error with the message "insufficientPermissions" 
  • Solution: In the 3rd-party apps console, remove JazzHR's access to your Google account. Then disconnect your calendar from JazzHR and reconnect.

API Error: forbidden

  • Problem: When JazzHR attempts to access your calendar data, the Google API returns an error with the message forbidden.
  • Solution: Have your IT team enable the G Suite Directory service. This feature is required to discover calendars within your organization.

Expired OAuth token

  • Problem: The OAuth token that allows JazzHR to access your calendar information has expired.
  • Solution: Disconnect your calendar from JazzHR and reconnect.

Please note that you may receive a general "Error Processing Your Request" if you are trying to sync with a regular Gmail Calendar. The integration supports G Suite Calendars. 

Office 365

Expired OAuth token

  • Problem: The OAuth token that allows JazzHR to access your calendar information has expired.
  • Solution: Disconnect your calendar from JazzHR and reconnect.

Missing Connected Calendar

  • Problem: The calendar you previously connected has been deleted. 
  • Solution: Click Manage next to your calendar integration and choose an available calendar to connect. 

Exchange

Unable to use Autodiscover

  • Problem: JazzHR is unable to determine your Exchange server settings using the Autodiscover service.
  • Solution: There are two ways to go about resolving this issue:
  1. Have your IT team correct the underlying issue with the Autodiscover service. The Microsoft Remote Connectivity Analyzer will likely be helpful in diagnosing the issue.
  2. Manually enter your Exchange server settings by disconnecting your calendar from JazzHR and reconnecting with the Autodiscover service disabled.

Your password has changed

Problem: Your password on file with JazzHR has changed, and we are unable to authenticate with your Exchange server.

Solution: Disconnect your calendar from JazzHR and reconnect with your updated password. 

Exchange Time Zone Not Configured

Problem: Exchange Time Zone Not Configured.

Solution: Log into your organization's Outlook Web Access portal to ensure your profile is complete. Your IT team can provide you with this URL.

Server Certificate Invalid

Problem: There is not a valid SSL Certificate on your server that matches your domain name.

Solution: Check with your Exchange Administrator to ensure your certificate has been setup correctly. 

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