Issue with Office 365 contact sync

[OlafTheSnowman]

Hello all,
one of our customers have about 10 users / 10 extensions.
For 9 of them the office 365 contact sync seem to work great.
However for one user the sync is not working at all.
If we check the user's company phonebook and own contacts - both seem to be similar.
Although his Office 365 contacts are totally different and none of them appear in his own contact list in 3CX system.

Has anyone encountered this ? is there a way to try and resync the user's contacts ?
What's the best way to have a clean resync happen for the user's contacts ?

Thanks in advance.

 

[OlafTheSnowman]

Anyone ?

 

[charles]

Can you please check as a first step is a user that is not syncing licensed in 365 with one of the supported plans listed in the guide: https://www.3cx.com/docs/office-365-integration/#h.6hbdvz3j922y

 

[OlafTheSnowman]

Hello @charles,
i have checked and the user does have the correct license - namely a Microsoft 365 Business Standard

 

[charles]

Have you chosen specific users under the management console > 365 integration for contacts sync or all users, If you choose to sync only these users and click the Add user button do you see the users that are not syncing in the list or are they already added?

Tip: You can force the sync by re-starting the 3cx system server service.

 

[OlafTheSnowman]

Hello @charles , first of thanks for replying to this ticket.
Much appreciated.
In the management console, all users are selected / configured to sync their contacts.
Is there a way to resync the contacts of a certain user or are there any logs somewhere to see as to what the problem could be ?

 

[charles]

You can resync all chosen users by re-starting the 3cx system server service, but there is no way to sync certain users, if they are all chosen. You can set the System to verbose logging mode from the management console > activity log >settings then restart the 3cx system server service, then you can download and gain access to the log from the management console > dashboard > Activity log > logs > Instance > 3cxSystemService.log which will contain information on the sync.

 

[OlafTheSnowman]

Hello @charles i have enabled verbose logging and restarted the service you described.
I have downloaded that log file, but i have no idea what to look for, or how long it will take for the sync to report an issue in the log ? is the sync initiated instantly or does it take a while to perform ?

 

[OlafTheSnowman]

Hi @charles , i think i have found it in the logs but it doesnt really say much except for :

2021/06/04 15:05:56.946|26054|0024|Trac|About to synchronize personal contacts of [email protected]
2021/06/04 15:05:56.947|26054|0024|Trac|PBX personal contacts synchronization info for [email protected], created 0, updated 0, deleted 0

So it doesnt really sync the user's contacts for some reason. But doesnt really throw an error ? :/
What could be the cause ?

 

[charles]

This is going to need further investigation, I can therefore suggest opening a support ticket with us here at 3cx technical support so that we may check for you.

 

[OlafTheSnowman]

Hello @charles, ok i will create a support ticket on Monday.
Thanks for your feedback and wishing you a nice weekend in advance !

 

[charles]

I will look forward to receiving the ticket then, have a great weekend too.

 

[imerecom]

Perhaps something changed on the MSFT side that requires a change in the api because I went through this with the 3cx team Friday on a working installation that had been upgraded to V18 a4 (yes I know its a work in progress but team had validated my install). There are no errors just the fact that personal contacts that worked do not now but shared contacts do so 3cx and office365 are communicating (also the blue banner works) license are valid.
This doc makes no mention about accounts with two factor auth and we had that active before so I am unsure if that is an issue in the alpha:
https://www.3cx.com/docs/office-365-integration/#h.6hbdvz3j922y

 

[charles]

We currently do have any information on Multifactor authentication support, but the Sync features use OAuth2 from the O365 side so MSFT should not be an issue in regards to syncing contacts. Try to re-sign into the MS365 from Step 3 in the integration settings within the 3cx management console (sign in using the 365 global admin account) and accept the permission request again.

 

[OlafTheSnowman]

We do not use MFA for our O365 users. Also other users do not have issues syncing their contacts ; it's just this one specific user.
I have not found the time yet to create a support ticket, as the 3CX phonesystem was not up to date.
I have updated it last night and will create the support ticket Thursday afternoon.

 

[imerecom]

I installed a new 3cx box to test and make sure it wasn't related to the upgrade. I can confirm that I am able to duplicate the lack of poling on all personal contacts and calendar. I have no issues with shared contacts so it is definitely connecting. Not sure what 3cx is looking for that office365 is not providing or vice versa?