handout: My Calendar Isn't Syncing Correctly
https://helpcenter.eab.com/hc/en-us/articles/360055661913-My-Calendar-Isn-t-Syncing-Correctly
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If you or your staff are having issues with their professional calendar not syncing with Navigate (e.g., appointments double booking or entire blocks not syncing), please work through the following troubleshooting steps.
Make Sure You Have Followed the Steps to Sync Your Calendar
Check to ensure that you correctly shared your professional calendar with the proper service account. Please find instructions for Google Calendar here, Office 365 Calendar here, and Outlook Service Account Calendar here.
Only Sync One Calendar at a Time
Make sure you are only attempting to sync one calendar with Navigate, so if you have two calendars for the same account, choose only one of those calendars. The platform cannot handle multiple calendar syncs and this may cause errors.
Only Sync Your Calendar With the Production (i.e., Live) Site
Do not sync your calendar in the Training site. Users should only sync their calendar with the Production site. Attempting to sync both Training and Production will cause issues.
Check the Type of Appointment
There are several reasons why certain appointment types may not be syncing, which are outlined below:
- Calendars only sync Busy or Tentative times from your professional calendar. Any calendar appointment that is marked as ‘Free’ or ‘Private’ will not sync over.
- Most all-day events default to "free" in calendars. You will need to mark those busy to avoid having those days appear available to appointments in Navigate. In the opposite case, all-day free appointments with no end day might sync as busy – should that occur, include an end date in your appointments for them to sync as free time in your Navigate platform.
- There are a couple of conditions which may prevent a long-running recurring appointment from fully syncing (whether it has no end date or a distant end date or a distant start date):
- We only sync events up to one year in the future. If a recurring event stretches beyond that, instances that occur after one year won't get synced initially.
- If a recurring event has more than 750 instances, we may not reliably sync all occurrences of the event. Our normal sync process only examines the first 750 instances in a recurring series. If all 750 instances occur before the sync window (-3 months in the past/+12 months in the future), this would result in no instances getting synced. Depending on exactly when the event was created and how often it occurs, we may see a situation where some instances of the recurring event are synced and others are not (this may happen if the 750th event occurs in the middle of the sync window).
- There is a catch-up process which regularly syncs Exchange events which were created outside the future 12 month window initially, but have moved within the window as time has advanced. This process is not constrained by the 750 instance limit, which is why the user may be seeing examples of some instances of a recurring event that would seemingly violate the 750 instance limit.
Make Sure Your Name or Email Has Not Changed
If your name or email has changed at your institution, you need to have your account reset. The information will need to be put into user settings before syncing the updated calendar. Talk to your institution's Application Administrator if this is your situation.
Consider Recent Changes to Your Institutional Configurations
If you are an Application Administrator, make sure your institution has not made any recent changes to your configurations, such as credentials changing to the service account, email account migration, or other configurations-based changes. If you feel this might be the case, please contact the Partner Support Team with what changed to ensure the changes are properly reflected on EAB’s side.
Contact the Partner Support Team if Issue Continues to Persist
If you have tried all the above options for solving the issue, but calendar syncing is still not working correctly, then please contact the Partner Support Team for resolving this issue.
For complete instructions on syncing calendars, please visit the following articles: