Outlook Sync Troubleshooting
- When syncing with Outlook, I receive the error message, "Error syncing ... Could not find the Outlook folder”
- When syncing the appointments from Outlook to CommitCRM, all appointments except the recurring ones get passed from Outlook to CommitCRM, leaving the recurring ones only in Outlook.
When syncing with Outlook, I receive the error message, "Error syncing ... Could not find the Outlook folder”
Solution: This error message appears when syncing your own folder or when using the "Sync Other Users Data” option.
If you receive this error message, there is most likely a problem with your access privileges. In order to successfully sync your Commit information with Outlook or another user’s calendar, you must have full access rights to the appropriate Outlook folders on the Exchange server.
A good way to check whether you have full access rights to the necessary folders is by running the Outlook client on your desktop and opening the folders of the user with whom you want to sync your information. Make sure that you can add/update/delete Appointments, Tasks, and Contacts in the relevant folders. Once you verify that you have access to all of this user’s Outlook folders, the Outlook sync should be successful. If you determine that you do have full access rights to the necessary folders but you continue to receive this error message, please contact Commit Support at support@commitcrm.com.
Note: If any Privilege settings are changed, make sure to reselect the folders of each of the users with whom you are trying to sync your information. To do this, run the CommitCRM client for each user, go to Tools > Options > Outlook, click the "Select" button, and reselect the correct folder for synchronizing.
When syncing the appointments from Outlook to CommitCRM, all appointments except the recurring ones get passed from Outlook to CommitCRM, leaving the recurring ones only in Outlook.
Solution: Recurring appointments are implemented in different ways in Outlook and CommitCRM, and this creates a limitation which allows transferring recurring appointments only from CommitCRM to Outlook. This means that recurring appointments which were originally created in Outlook are not transferred to CommitCRM when syncing. Our recommendation is to create recurring appointments in CommitCRM and transfer them to Outlook.
It is generally recommended to use CommitCRM as the main dispatching tool, and just transfer the appointments to Outlook for the technicians to have them updated in their personal calendars – this method will avoid such issues.