Troubleshooting for Exchange/Office 365 Sync

When Exchange/Office 365 Sync fails, one of the following error messages might appear:

Message

Recipient

Description

Exchange/Office 365 Sync failed to run. The Exchange Server reports that the credentials for this operator are invalid or outdated.

Administrator

An alert to the administrator that one or more users has invalid or outdated credentials that need to be fixed. The users are listed in the message. (An administrator only gets this message if User Preferences have Get admin alerts from Abacus checked on the User Info tab.)

Exchange/Office 365 Sync failed to run. The Exchange Server reports that the credentials for these operators, including yourself, are invalid or outdated.

Administrator

An alert to the administrator that the administrator AND one or more users has invalid or outdated credentials that need to be fixed. The administrator and users are listed in the message. (An administrator only gets this message if User Preferences have Get admin alerts from Abacus checked on the User Info tab.)

Exchange/Office 365 Sync failed to run. The Exchange Server reports that your credentials are invalid or outdated.

User

An alert to the signed in user that his or her credentials are invalid or outdated and need to be fixed.

Administrator fix:

  1. Select File > Setup > Exchange/Office 365 Sync User Manager.

  2. The Exchange/Office 365 Sync User Manager window appears. Highlight a user (or administrator) and click Edit.

  3. Change the user (or administrator) credentials as necessary.

  4. Click Done to save the changes.

User fix:

  1. Select File > Setup > User Preferences.

  2. The User Preferences window appears. Select the Outlook Sync tab.

  3. Ensure that Outlook for Exchange/Office 365 is selected and click Setup.

  4. Change your credentials as necessary.

  5. Click Done to save the changes.