Troubleshoot synchronizing with Outlook

Note The features described in this topic are legacy features and are not included in new Trumba accounts. If your Trumba account includes these features, you can use them as they currently exist, but Trumba Corporation has no further development plans for them.

This topic helps you resolve common issues that you might experience when you install or run CalendarSync to synchronize with Microsoft® Office Outlook® calendars.

• I get an error message when I try to install CalendarSync
• I get an error message about verifying that I have access to a directory
• CalendarSync doesn't start when Outlook starts
• I get a Server is unavailable error message
• Events far in the past or future are not synchronized

I get an error message when I try to install CalendarSync

When you try to install CalendarSync, you might get the following error message:

The installation package could not be opened. Verify that the package exists and that you can access it, or contact the application vendor to verify that this is a valid Windows Installer package.

This message might appear when the Internet cache on your computer does not have enough space for temporary files. To install CalendarSync, you can try any of the following:

• Clear the Internet cache and then run CalendarSync setup again.

  In Internet Explorer, on the Tools menu, click Internet Options. On the General tab, under Temporary internet files, click Delete Files.

  In Mozilla® or Firefox®, on the Tools menu, click Options. In the Options dialog box, click Privacy. Click the Clear button directly to the right of Cache.

  In Safari™, choose Empty Cache from the Safari menu, and then click Empty.

• Save CalendarSync to your computer and install it from there.

  After you close the error message, cancel the installation process and start it again. When you're asked if you want to run or save the file, click Save, and save the CalendarSyncSetup.exe file to your computer. When the file is downloaded, locate the file, double-click it, and go through the installation process.

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I get an error message about verifying that I have access to a directory

If you see this error message, you may not have administrator privileges on the computer on which you're trying to install CalendarSync. To find out if you have administrator privileges, click Start, and then click Control Panel. Double-click User Accounts. On the Users tab, under User Name, find the name with which you sign in to the computer. If that user name has administrator privileges, it will be a member of the Administrators group. If you don't have administrator privileges:

• Ask someone who has those privileges to log in on the computer and install CalendarSync. During the installation process, that person must choose Everyone for the Install CalendarSync for Microsoft Outlook for yourself or for anyone who uses this computer option.
• Log in to your computer using the Administrator account (or have someone else who knows the Administrator account password sign in) and assign your user name to the Administrator group, so you can install CalendarSync. For more information about getting administrator permissions on your computer, click Help and Support on the Windows Start menu, and then search for "administrator."

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CalendarSync doesn't start when Outlook starts

If CalendarSync doesn't appear to start when you start Outlook, check the following possibilities:

• CalendarSync icon is hidden. When CalendarSync runs, its icon appears in the Windows taskbar notification area (the right side of the taskbar where you usually see the current time displayed).

  

  If you don't see the icon, click the Show Hidden Icons arrow to display hidden icons.

  

  Right-click the CalendarSync icon to synchronize or set up synchronization options.

• Outlook was running when you installed CalendarSync. CalendarSync won't start until you quit and restart Outlook.

  If restarting Outlook doesn't work, try restarting your computer, and then starting Outlook again. If the problem persists, open Add or Remove Programs in the Windows Control Panel. See if CalendarSync for Microsoft Outlook is listed under Currently installed programs. If it is, remove it, and then reinstall the add-in. If it's not listed, install the add-in for the first time. For details, see Install CalendarSync for Outlook.

• You have a PocketPC device in its cradle. If your PocketPC uses ActiveSync and the device is in its cradle before you start Outlook, you might need to start Outlook and then start CalendarSync manually.
• CalendarSync thinks that Outlook is not installed. If you try to start CalendarSync manually and get an exception that could not be handled error message, try to repair Outlook. In the Windows Control Panel, double-click Add or Remove Programs, select your version of Microsoft Office, and click Change. The Office Setup program opens and should give you the option to repair Office. After you repair Office, CalendarSync should start when you start Outlook.

  Note When you repair Office, your custom settings are restored back to the default settings. You might want to try removing and reinstalling CalendarSync before you try to repair Office.

To start CalendarSync manually

1. Open Windows Explorer and open the Program Files\Trumba\CalendarSync folder.
2. Double-click TrumbaCalendarSync.exe.

Tip If you frequently will need to start CalendarSync manually, you can create an icon on the Windows Desktop to have easy access to CalendarSync.

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I get a Server is unavailable error message

When you attempt to sign in to CalendarSync, if you get a Server is unavailable error message, one of the following could be the cause:

• You set up CalendarSync to sign you in automatically, your computer currently does not have Internet access, and you start Outlook to work with it offline.

  To stop the error from appearing when you work with Outlook offline, click OK on the error message, and then on the CalendarSync sign-in window, clear the Automatically sign me in on this computer check box. Then close the CalendarSync window. The next time you work online, you will need to sign in to CalendarSync manually.

• You use another Outlook utility or program that is running in the background.

  Some programs that run in the background and access the Web can conflict with the communication between CalendarSync and Trumba Connect. If you use another synchronization tool for Outlook, a third-party toolbar for Outlook, or other background program of this type, try turning it off, and then try signing in to CalendarSync.

• Your Internet connection is temporarily unavailable, or a firewall is blocking CalendarSync from accessing the Internet.

  First, confirm that you have Internet access by opening a browser window and visiting a non-Trumba Web site.

  If your Internet access appears to be working, confirm that CalendarSync can access the Internet. To do this, in the CalendarSync window, choose Connectivity from the File menu. In the CalendarSync Connectivity dialog box, you'll see feedback about where the connection is failing. It could fail while it's accessing the Internet, connecting to www.trumba.com specifically, or connecting to the CalendarSync service.

  If CalendarSync fails the test for accessing the Internet, a firewall, such as Microsoft Internet Security and Acceleration (ISA) Server, may be set up on your network or computer and blocking Internet access for CalendarSync.

  CalendarSync checks the proxy server settings in Microsoft Internet Explorer. If it finds a proxy setting, it uses that setting to establish a connection. However, other firewall settings may interfere with CalendarSync connecting. Contact your system administrator to find out how you can configure your firewall client to allow CalendarSync to work. It might help the system administrator to know that CalendarSync accesses Web services via SOAP (Simple Object Access Protocol), and that the firewall must be set to not block the SOAPAction header.

To set proxy server settings in Internet Explorer

1. on the Tools menu, click Internet Options.
2. Click the Connections tab.
3. Under Local Area Network (LAN) settings, click LAN Settings.
4. Under Proxy server, check Use a proxy server for your LAN, and then enter the correct Address and Port settings for the computer you designated as your proxy server.

Note If you use the Firefox or Mozilla Internet browser, you still have to set your proxy server settings in Internet Explorer. We hope to eliminate this step in the future.

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Events far in the past or future are not synchronized

Trumba Connect cannot handle dates that fall outside of a range from 1753 to 9999. If your Outlook calendar includes events on dates outside of this range, the events will not be synchronized.

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