M365 Integration not working for some users

[IT-Steve]

One user's personal contacts are not syncing. That user and another user's calendar status is not syncing from Outlook to 3CX.
Other user's contacts are syncing ok. I don't have calendar syncing turned on for anyone else currently.
Current version of 3CX, running on prem.
Recently switched from Exchange contacts to M365 integration.
Deleted the M365 app and recreated the connection to 3CX.
I tried removing the affected user's from the contacts and calendars and adding them back, turning off the sync for contacts and calendars for everyone and back on, but no change.
The Sign In integration works for both users.
It seems like something is cached for these users? Any idea how to clear or reset them?
Thanks.

 

[Evolute IT]

Do you sync "Sync with: Microsoft 365" in the last column of those users?

 

[IT-Steve]

Do you sync "Sync with: Microsoft 365" in the last column of those users?

The user whose contacts and calendar are not syncing is a no. He is also an admin if that matters.
The user whose calendar is not syncing is a yes.

 

[IT-Steve]

The user who is not showing Microsoft 365 in the sync column has some history:
His email was on 2 accounts previously, and when we turned M365 integration on, it connected his account to the wrong extension. That has been corrected. The 'other' extension is not syncing with M365 now. But neither is the 'correct' extension.

 

[Evolute IT]

The user who is not showing Microsoft 365 in the sync column has some history:
His email was on 2 accounts previously, and when we turned M365 integration on, it connected his account to the wrong extension. That has been corrected. The 'other' extension is not syncing with M365 now. But neither is the 'correct' extension.

In this case, the best thing to do is:
1. Remove the user from User sync, contacts and calendar sync. (Oh yeah, user sync needs to be enabled for those users to have contacts and calendar work.)
2. Delete the users from the extensions list
3. Recreate them
4. Add them back to groups/queues/etc.
5. Re-enable all 3 integrations for those users.
6. Check if now the column has the Sync with accordingly.

This can happen when the object ID in Azure changes and the sync still tries to use the old one.

 

[IT-Steve]

Awesome. That has corrected the user who was not showing M365 in the sync with column.

I have set up a test calendar event for tomorrow morning and will check the sync status then and update the post.

By the way, are you 100% on the "user sync needs to be enabled..." part? I haven't turned that on and the contacts are syncing just fine.

 

[NickD_3CX]

Awesome. That has corrected the user who was not showing M365 in the sync with column.

I have set up a test calendar event for tomorrow morning and will check the sync status then and update the post.

By the way, are you 100% on the "user sync needs to be enabled..." part? I haven't turned that on and the contacts are syncing just fine.

Technically no, but with what Frederick suggested you need to do it so the "mapping" happened correctly.
If the extension has now been "mapped" correctly in 3CX, you could try removing it form the "User Sync" and leaving only Contact/Calendar sync.

 

[IT-Steve]

Things are working better today than yesterday. The recreated user's account is syncing calendar and contacts. The other calendar user is out for a few days, so will check later. Hoping everything is working properly now. Thanks.

 

[illcsales]

We have this similar situation happening with18.0 Update 8 (Build 939), we have removed user from sync in 3CX O265 and added back in, restarted 3CX Server, yet the extension does not show as synced under 3cx extension list and no contacts are available.

Reviewed this document:
https://www.3cx.com/docs/manual/microsoft-365/
It is silent to the issue of having multiple extensions with the same email address which may be the issue, we thought 3CX was using some Azure id not email address for sync since login was an option.

As a test we created a shared O365 MB with a new unique email address to replace the email assigned to duplicate email shown in the 3CX extension list. This left the extension list with ext 200 with the new shared mailbox email address and the desired extension 201 with the preferred and correct email address, however even after reboot this did not correct the issue.

Is it because 200 had the same email address as 201 at the time of initial 3CX sync and 3CX cannot reconcile the change looks like it takes the first match and cannot correct once executed?

Is there a way to correct without deleting extension and recreating it within 3CX as there is a lot of history with this extension, seems like there should be logic in the sync script to correct or a manual approach that doesn't require extension deletion in 3CX?

Also is there a supported way to restore just one extension have never needed it but if there was a way to do this and to edit out the O365 linkage on one extension it might work in this circumstance?

Look forward to your thoughts and guidance...

 

[illcsales]

We have this similar situation happening with18.0 Update 8 (Build 939), we have removed user from sync in 3CX O265 and added back in, restarted 3CX Server, yet the extension does not show as synced under 3cx extension list and no contacts are available.

Reviewed this document:
https://www.3cx.com/docs/manual/microsoft-365/
It is silent to the issue of having multiple extensions with the same email address which may be the issue, we thought 3CX was using some Azure id not email address for sync since login was an option.

As a test we created a shared O365 MB with a new unique email address to replace the email assigned to duplicate email shown in the 3CX extension list. This left the extension list with ext 200 with the new shared mailbox email address and the desired extension 201 with the preferred and correct email address, however even after reboot this did not correct the issue.

Is it because 200 had the same email address as 201 at the time of initial 3CX sync and 3CX cannot reconcile the change looks like it takes the first match and cannot correct once executed?

Is there a way to correct without deleting extension and recreating it within 3CX as there is a lot of history with this extension, seems like there should be logic in the sync script to correct or a manual approach that doesn't require extension deletion in 3CX?

Also is there a supported way to restore just one extension have never needed it but if there was a way to do this and to edit out the O365 linkage on one extension it might work in this circumstance?

Look forward to your thoughts and guidance...

Just checking on any thoughts as continues to be an issue and deleting the extension seems to be extreme to resolve.

 

[N_G]

No you should not create an extension with a duplicate email in the first place. It will be skipped from subsequent syncs....

 

[illcsales]

Thank you Nick unfortunately there were duplicate email address assigned to two extensions when O365 was turned on V18. The expectation is that it would sync on both extensions with the same email or ignore if sync was not selected for one of the extensions with the same email address. Then when the new version of 3CX came out with mandatory single email assigned per extension one email was removed from one of the extension to be in compliance, sync has not worked since. Is there a way to rebuild sync without deleting the extension as shared before there is a lot of info associated with the extension that is not syncing.

As side note I have several companies that use one email as a central repository for voice mail emails on several extensions, obviously this will change for V20 haven't fleshed that out yet.