Debugging Outlook Syncing

Acuity Scheduling supports 2-way syncing with Office 365, Outlook.com, and Exchange, as well as a 1-way subscription for users of only Outlook.  If you're having trouble getting sync set up, or aren't seeing events and appointments syncing, here are some common issues:

Which sync do I need?

Acuity requires an online service like Office 365, Outlook.com or Exchange in order to set up 2-way syncing.  If you're using Outlook without an online service, you can still use our 1-way subscription.

  • Office 365 -  If you're using Office 365 and can access the online calendar at https://outlook.office.com/owa/#path=/calendar/view/Month then you should be able to get connected in Acuity.
  • Outlook.com -  If you're using Outlook.com and have access to the online calendar at https://outlook.com/ with an @outlook.com, @hotmail.com or @live.com e-mail address you should be able to get connected in Acuity.
  • Exchange -  If you're using an Exchange calendar, you can probably get connected in Acuity.
  • Outlook -  If you're only using Outlook without one of the above or are unable to get connected, you should be able to subscribe to your online Acuity calendar in Outlook using our 1-way subscription.
  • Outlook for Mac -  Outlook for Mac does not support Outlook.com's calendar or our 1-way calendar subscription.  Newer Outlook for Mac (2011, Office 365 and 2016) can connect to Office 365 online and Exchange, and both of those should work with Acuity.

What if I can't get connected?

Some Office 365 and Exchange providers are special, and sometimes Acuity just won't be able to connect.  But here are a few things to try:

  • Be sure you're using the e-mail and password for the online calendar provider you're trying to connect to.  For Office 365, that's the account you use to access Office 365 online.  For Outlook.com, it's the username and password you use for https://outlook.com.  And for Exchange, it's the e-mail and password you use to connect to your Exchange account in Outlook or to log into Exchange Web Access.
  • For Office 365, be sure you can access the online calendar at https://outlook.office.com/owa/#path=/calendar/view/Month.  If you can't see the calendar, you could have an Office 365 plan without the online component.  If you can, but still can't connect in Acuity, there is likely a configuration issue in your Office 365 provider.
  • For Exchange, the first step is to double check your Exchange Server URL with your Exchange provider or IT department.

If you're still unable to connect, our 1-way subscription is an option!

What if I can get connected, but still don't see appointments?

After connecting, appointments from Acuity sync within a couple minutes (usually right away!). If you don't see your Acuity appointments after a few minutes, the problem is usually a connection between Outlook.com or Office 365's online calendar and your Outlook app. First, check the online calendars for appointments:

If you see appointments online but not in your Outlook app, you'll need to add the Outlook.com or Office 365 account in Outlook.

Why aren't events in Outlook blocking off time in Acuity?

If you're using our 2-way syncing for Office 365, Outlook.com or Exchange be sure the box to "block off time in Acuity from ..." is checked:

Screen_Shot_2017-07-21_at_2.49.40_PM.png

If you've already got blocking enabled, check the "Free" vs. "Busy" status of the event.  We'll only block off time in Acuity from events which are "Busy" in Outlook.  If the event is new, it takes up to 6 or 7 minutes for Outlook to let us know a new event has been created before were able to add it to Acuity.

How long does it take to sync?

Our 2-way syncing integrations sync changes in Acuity almost immediately.  Blocking off time in Acuity takes up to 6 or 7 minutes, while Acuity waits for Outlook to let us know an event has been created or changed.

The 1-way calendar subscription depends on settings within Outlook. By default, Outlook should use our refresh setting of every 5 minutes.

How can I sync with Outlook for Mac?

The only options for syncing with Outlook for Mac right now are our Office 365 and Exchange integrations. Unfortunately Outlook for Mac does not support internet calendar subscriptions, and our 1-way subscription will not work.

Why do I see double appointments in Outlook?

If you were using our 1-way Subscription before connecting the 2-way sync, you will continue to see appointments from the 1-way Subscription until you remove it.  To remove the 1-way Acuity subscription from Outlook, right click it in the list of calendars in the Navigation Pane, and select "Delete".

How can I sync with Exchange Public Folders?

Syncing with Exchange Public Folders is not supported at this time.

How can I hide private Outlook event details from Acuity?

Hiding Outlook private event details from Acuity is not currently supported. As a workaround, you can add "private" event details to the event description in Outlook (we'll only show the event title), or disable 2-way syncing.

Still not working?

If you're still having trouble, please contact us and let us know a specific event name, date and time that isn't syncing into Acuity Scheduling or your Outlook calendar.

More of a visual learner? Check out our quick webinar on syncing!

 
Have more questions? Submit a request