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Troubleshoot Synchronization and Connect Add-in Issues for Gmail Integration

Review troubleshooting tips for synchronization issues and other issues you encounter in using the Connect Add-in for Gmail Integration.

User Generates New Secret in the API Authorization Screen

When the client ID and secret are changed in Utilities > Integrations > API Authorization, they must also be updated on the Settings tab in Utilities > Integrations > Connect Administration, or the Connect Add-in will not work.

Connect User Cannot be Deleted

When a Connect user is deleted, all Vantagepoint information, including contacts and activities, is removed from their mailbox. Use the Reset Mailbox action in the menu to remove all Vantagepoint information from the user's mailbox before deleting the Connect user.

If connectivity to Gmail is lost, you cannot remove this information. In this case, use the Force Delete option to delete the Connect user and stop synchronization. Information that was previously synced to Gmail for this user will remain in their mailbox.

Connect users are automatically deleted when either of the following occurs:

  • The Connect user's status on their employee record changes to Terminated or Terminated (do not reactivate) and there are no other employee records with the same email address. The Connect user is retained if the employee's status is changed to Inactive.
  • The status of the Vantagepoint user associated to the Connect user has changed to Inactive. The Vantagepoint user can be disabled without affecting the Connect user.

Foreign Customization Detected Error Message

This message appears if you try to synchronize a mailbox with more than one Vantagepoint user or database. One mailbox can only be synchronized with a single Vantagepoint user and database. If you receive this message, use the Re-initialize User's Mailbox option for the user in Utilities > Integrations > Connect Administration to synchronize the Vantagepoint Connect with the correct mailbox.

Connect Add-in Fails to Load with "Token validation failed" or "Session expired" Errors

Make sure the URL is accessible from the internet or accepted on firewall for Connect resources. The URL (for example, %exchangeserverhost.com%) is unique for each customer and depends on the domain name and Gmail server address. Refer to the following for a sample URL: https://exchangeserverhost.com:443/autodiscover/metadata/json/1

Sync Has Stopped or You See a Red Message "Some functionality is unavailable because sync is disabled" in the Contextual Pane

Synchronization can stop because of one of the following situations:

  • An admin has disabled synchronization for a group or a user in Utilities > Integrations > Connect Administration.
  • Credentials to Gmail or Vantagepoint have expired and need to be updated in Connect.
  • Synchronization has failed 10 times in a row due to an error.

When these situations occur, the user receives an email and a red message appears in the Context Pane, informing them that sync has stopped. System administrators can also receive email notifications by entering their email addresses in E-Mails for Notifications on the Settings tab.

  1. In the Context Pane in Gmail, select Settings and then select Force Sync. You will receive a message that synchronization has been scheduled. If you have a red message about the sync being disabled, it should go away when you close the Context Pane and then re-open it.
  2. If the sync is still not working, check the user in Utilities > Integrations > Connect Administration. If an administrator has disabled synchronization for this user's group, you will see a message in the Effective Synchronization Status field. In this case, you must enable synchronization for the group. To do this, open the group in Utilities > Integrations > Connect Administration and select Enable Synchronization.

If sync is enabled for this user's group, but the Synchronization Status fields contains Disabled, select Enable Synchronization from the menu for this user. Select Force Synchronization to run a synchronization immediately and confirm that it is working. The sync may take a few minutes. Refresh the Statistics grid to see if the sync was successful. If the sync appears in the list as red, click the iButton in the Message for the error.

Check that Connect has valid credentials for Gmail by selecting Check Mailbox Connectivity from the settings menu for the user in Utilities > Integrations > Connect Administration. If there is an error, you can enter the credentials on the E-mail Configuration sub tab of Users in Connect Administration for Gmail Integration. Alternatively, have the user enter their credentials on the Sync Settings > E-mail Configuration tab of Utilities > Integrations > Connect Sync Options.

Check that Connect has valid credentials for Vantagepoint for this user by selecting Check CRM Connectivity from the settings menu for this user in Utilities > Integrations > Connect Administration. If there is an error, the user should log into Vantagepoint using the contextual pane in Gmail.