Prevail User Knowledge Base

Troubleshooting Calendar Syncing Issues

Owned by Mathew Rozpedowski
Jun 05, 2024
2 min read

Overview

The calendar syncing feature in Prevail allows appointments to be synchronized between the Prevail calendar and Outlook calendar. If the sync is not working, it may be due to several common issues. This article provides step-by-step instructions to troubleshoot and resolve these issues.

Symptoms

  • Calendar appointments are not syncing between Prevail and Outlook.

  • Sync errors or failures are reported.

  • Missing or duplicated calendar entries.

Cause

The calendar sync issue can be caused by one or more of the following:

  • Outlook is running a 64-bit version.

  • The user has changed computers and needs to reset the sync settings.

  • Issues with the Outlook application or its settings.

Resolution

Try the following solutions to troubleshoot and resolve calendar syncing issues:

Solution 1: Verify Outlook Version

  1. Check Outlook Version:

    • Ensure that Outlook is running a 32-bit version. The Prevail calendar sync feature only supports 32-bit Outlook.

    • To check your Outlook version:

      • Open Outlook.

      • Go to File > Office Account > About Outlook.

      • Verify the version information.

Solution 2: Reset Sync Settings

  1. Reset Sync Settings:

    • Open Prevail.

    • Navigate to File > User Settings > Sync.

    • Click on Reset Link.

    • Click Save.

  2. Select Sync Type:

    • From the Sync Type menu, select Local.

    • Click Save.

  3. Enable Sync Options:

    • Check the options Launch Outlook Sync and Automatically Launch at Windows Startup.

Solution 3: Perform a Full Online Office Repair

  1. Repair Office Installation:

    • Open the Control Panel.

    • Go to Programs > Programs and Features.

    • Select your Office installation and click Change.

    • Choose Online Repair and follow the prompts to complete the repair.

Solution 4: Enable Cached Exchange Mode

  1. Turn on Cached Exchange Mode:

    • Open Outlook.

    • Go to File > Account Settings > Account Settings.

    • Select your email account and click Change.

    • Ensure Use Cached Exchange Mode is checked.

    • Click Next and follow the prompts to restart Outlook if needed.

Contact Support

If the issue persists after following these steps, please contact Prevail support for further assistance at support@prevail.com.