Troubleshooting: Company Calendar Integration Setup

This article explains different errors that can appear when integrating Personio with your Company calendar, and provides possible solutions. Errors can appear during the setup process, or on the Calendar integration settings page when employees don't get synchronized.

Tip
If you have set up an integration with your Office 365 calendar via EWS, we recommend using Graph API instead. This will avoid various potential errors, since EWS is considered outdated by Microsoft and won't receive any feature updates. Learn more in Set up the integration of your company calendar.

Error during the setup

If you are trying to integrate your Company calendar and get during the setup the error message Access_denied, check the following:

Calendar Type	Instruction
Google Calendar and Office 365 via Graph API	The credentials being used to log in are tied to an Admin Account.
For Microsoft Exchange and Office 365 via EWS	The credentials being used to log in are tied to the Service Account.

For further details, see our article Set up the Integration of Your Company Calendar

Troubleshooting Employee Status: Unavailable

In the Calendar integration settings (Settings > Integrations > Calendar integration), you can manually synchronize employees. In case an employee or all employees show the status Unavailable, you can try the following:

All employees appear with status Unavailable

The troubleshooting steps depend on the integrated calendar.

Using Microsoft Office 365 (EWS)

Check if a Service Account has been used to sign up.
Check if the Impersonation Role is assigned to the Service Account.
Ensure that a mailbox and a fully paid license is assigned to the Service Account.
Deactivate the calendar integration and reauthorize again with the Azure AD Admin account to use Graph API instead of EWS with Service Account. This is our recommended option.

Using Microsoft Exchange

Check if a Service Account has been used to sign up.
Check if the Impersonation Role is assigned to the Service Account.
Ensure that a mailbox and a fully paid license is assigned to the Service Account
Deactivate the calendar integration and reauthorize to apply changes.

Note
This will delete all calendar data and access tokens and re-authenticate the Company calendar.
Run the Connectivity Test to test if the Service Account can access the user’s account.

If the issue persists, go to the Find Answers section in Personio via Help > Support and Updates > Find Answers and contact our Customer Support team providing the result of the connectivity test and details of the Service Account used.

Single employees appear with status Unavailable

The troubleshooting steps depend on the integrated calendar.

Using Microsoft Office 365 (EWS)

Click the Sync employee loop icon to the right of the employee’s name to rerun the email address and refresh the page.
Make sure that the email address of that employee is set up and active in your company calendar domain.
Ensure that the mailbox is not a shared mailbox.
Run the Connectivity Test to test if the Service Account can access the user’s account.

Using Microsoft Exchange

Click the Sync employee loop icon to the right of the employee’s name to rerun the email address and refresh the page.
Make sure that the email address of that employee is set up and active in your company calendar domain.
Ensure that the mailbox is not a shared mailbox.
Run the Connectivity Test to test if the Service Account can access the user’s account.

Tip
In addition to Unavailable, there are four other synchronization statuses for employees. Learn more in the article Set up the integration of your company calendar.

Troubleshooting: Room is not connected

Once a room is authenticated, it appears in the list of synchronized rooms. In case a room does not appear in the list, check the following: Resources and Room lists.

Calendar Type	Instructions
Microsoft Exchange	Exchange users can add Resources to Distribution Lists. Learn more in Cronofy's documentation Resources and Room lists.
Microsoft Office 365 (EWS)	Office 365 does not give the option to do this via the Admin Web Interface, but it is possible via Powershell. Learn more in Cronofy's documentation Resources and Room lists.

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