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 , they must also be updated on the My Connectivity tab of the Connect Administration Form for Gmail Integration in , 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 with 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. Only one mailbox can 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 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 Cannot Be Configured for Any Users
Make sure that the add-in endpoint IP addresses and required resources are not blocked by firewall or proxy. If your network or firewall is configured to allow only certain IP addresses to access Vantagepoint, you will need to add these Connect IP Addresses to the Allow list for inbound and outbound connections:
- 20.37.134.116/31
- 52.232.229.94/31
- 52.154.221.254/31
- 52.254.41.108/31
- 20.112.250.24/31
- 20.112.250.24
- 20.112.250.25
- 20.72.120.64/31
- 20.72.120.64
- 20.72.120.65
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 .
- 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 My Connectivity tab of the Connect Administration Form for Gmail Integration.
- 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 receive a red message about the sync being disabled, the message should disappear when you close the Context Pane and then re-open it.
- If the sync is still not working, check the user's status in . 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 and select Enable Synchronization.
If sync is enabled for this user's group, but the Synchronization Status field 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 to see the error.
Check that Connect has valid credentials for Gmail by selecting Check Mailbox Connectivity from the settings menu for the user in . If there is an error, you can enter the credentials on the E-mail Configuration subtab of Users in Connect Administration for Gmail Integration. Alternatively, have the user enter their credentials on the tab of .
Check that Connect has valid credentials for Vantagepoint for this user by selecting Check CRM Connectivity from the settings menu for this user in . If there is an error, the user should log in to Vantagepoint using the contextual pane in Gmail.
Multiple Web Servers
For Connect instances that use more than one web server, follow the instructions provided in the Use Connect with Multiple Web Servers procedure.