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 This will avoid various potential errors, since EWS is considered outdated by Microsoft and won't receive any feature updates.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.
Prerequisites for employees to be synchronized
The following prerequisites must be met so that employees can be successfully synchronized with the company calendar and Personio:
| Prerequisite | Example |
| The user's email address must already exist on the authenticated domain. |
The company XY has integrated its calendars on its company domain XY.com. As a result, all users in XY with @xy.com email addresses are automatically authenticated. However, an external recruitment agent with the email address @hiringhelp.com would not be validated. |
| The employee must exist in the company calendar or have a company email address. | If a new user is added to Personio before their account has been created in the calendar application, you will receive an error message. In this case, the employee must be synchronized again after they have been added to the company domain. See Add new employees. |
| Only emails unique to one employee can be connected. | If an employee is using a shared inbox, you will receive an error message. The employee must have an email address unique to them in order to be synchronized. |
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 Microsoft Entra ID Admin account to use Graph API instead of EWS with Service Account. This is our recommended option.
Note
This will delete all connected accounts and Service Accounts from our database and reauthenticate the calendar. No calendar events or data in Personio will be deleted.
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 connected accounts and Service Accounts from our database and reauthenticate the calendar. No calendar events or data in Personio will be deleted. - Run the Connectivity Test to test if the Service Account can access the user’s account.
If the issue persists, go to the in-product Help area in Personio 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.
If the issue persists, go to the in-product Help area in Personio and contact our Customer Support team, providing the result of the connectivity test and details of the Service Account used.
Using Microsoft Exchange
- Click the Sync employee loop icon
- 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.
If the issue persists, go to the in-product Help area in Personio and contact our Customer Support team, providing the result of the connectivity test and details of the Service Account used.
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. |