Troubleshooting Outlook Calendar & Contact Integration Issues

Last reviewed: 04/28/2010
Article ID: R10734

The information in this article applies to:

• PracticeMaster Version 15, 14, 12 & 11

SUMMARY

PracticeMaster users can integrate calendar records and contacts/Related Parties with Microsoft Outlook using One-Way or Two-Way integration. This article includes messages that may be displayed and other issues that may occur when a user is configured for Outlook Integration. 

• General Troubleshooting
• Exchange User Field is Missing List of Users
• Select Users Field is Disabled for Two-Way Integration
• Folder Sets in Outlook with the Same Name Cause Contact Mapping Issues
• Synchronizing Outlook Prompts to Change Phone Fields
• Duplicate Entries when Integrating with Outlook
• Entries Unexpectedly Marked for Deletion when integrating with Outlook
• Log File Messages
• Messages Displayed During Synchronization or Synchronization Setup
• Synchronization Setup Notes
• Repairing Microsoft Outlook

General troubleshooting

When encountering problems syncing calendar records or contacts/related parties with Outlook, use the following general troubleshooting steps first.

• Outlook Synchronization must be correctly configured in System Configuration for each user:
• Ensure that Outlook integration is enabled for each user.

  1. In System Configuration, select File | Open | Users.

  2. Select the user that the calendar records are being entered for from the User ID drop-down field by double-clicking the desired user.

  3. Make sure the Outlook check box is selected.

• If using an Exchange server and syncing Calendar records for other users, make sure that each user is mapped to their respective Exchange mailbox.
1. In System Configuration, select File | Open | Users.
2. Select the user from the User ID drop-down field.
3. In the Integration section, make sure that the Exchange User field is set to that same user's Exchange mailbox. (Note: If the Exchange User field is missing the list of Exchange mailboxes, see the Exchange User Field is Missing List of Users section.)
• Check the Outlook Synchronization properties in User Configuration
  1. In System Configuration, select File | Open | Users.

  2. Select the user from the User ID drop-down field by double-clicking the desired user.

  3. Click the Configure button next to the Outlook check box.
• For syncing Calendar records (on the Calendar tab):
• Make sure that the Select Users section is set to "ALL" or set to include the users you are attempting to synchronize with.
• Make sure that Two-Way (Synchronization) is selected if you will be syncing records from Outlook to PracticeMaster.
• Make sure that the Date Range specified includes the desired records to be synced.
• Make sure that the desired Record Type is selected:
• If you are attempting to synchronize Events, choose Events.
• If you are attempting to synchronize Tasks, choose Tasks.
• If you are attempting to synchronize both Events and Tasks, choose Both Events and Tasks.
• For syncing Contacts (on the Contacts tab):
  Note:  You cannot synchronize related parties/contacts for other users.
• Make sure that Two-Way (Synchronization) is selected if you will be syncing records from Outlook to PracticeMaster.
• Click the Outlook Folder button to select which Outlook contacts folder you want to sync with.
• Click the Field Mapping button to review which PracticeMaster fields are synced with which Outlook fields and to make changes if desired.
• For more information on configuring Calendar and Contact integration between PracticeMaster and Outlook, please read KB Article R10942 - Configuring PracticeMaster/Microsoft Outlook Calendar & Contact Integration.
• If syncing events or tasks for another user, make sure you have sufficient rights in Outlook:
  1. Open Outlook.
  2. On the menu bar, select File | Open | Other User's Folder.  If this option is dimmed, an Exchange account has not been configured.  Contact your Exchange administrator to configure an Exchange account.
  3. In the Open Other User's Folder window, enter the user you are trying to synchronize for in the Name field.
  4. In the Field Type field, select Calendar if you are attempting to synchronize events.  Select Tasks if you are attempting to synchronize tasks.
  5. If you can access the other user's folder, make sure that you can add, change, and delete records for the other user (i.e., you have Editor rights).  If you are not able to add, change, and delete records for the other user, or if you are able to add, change, or delete records for the other user in Outlook, but Calendar entries are still failing to synchronize from PracticeMaster, contact your Exchange administrator to verify that adequate permissions have been granted.  See KB Article R11041, "Microsoft Exchange Server Overview" for information on how to configure Outlook and Exchange.
• Verify you are using the latest release of PracticeMaster:
1. In PracticeMaster, select Help | About PracticeMaster and make a note of the Release Date listed there.
2. Select Help | Internet Resources | Software Update.  This will take you to the Software Update page of the Software Technology web site.  Compare the Release Date that you noted from the previous step to the Last Modified date shown for each program in the list on the Web site.
3. If the Last Modified date is newer than the Release Date of the software, download and install the update.
Note: You will need to download and install the updates for all Tabs3 and PracticeMaster software installed on your system, including System Configuration.  For more information on downloading updates, see KB Article R10154 - How to Download Files from Software Technology Inc.'s Download Pages.
• Update to the latest Outlook Service Pack.  Updating to the most recent Outlook Service Pack has resolved some situations where unexpected results were occurring.

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"Exchange User" Field is Missing List of Users

It has been reported that using Outlook with Exchange, while attempting to configure integration in System Configuration Version 15.2 and earlier, that the Exchange mailboxes are missing from the list. Integration with Outlook has been improved with Version 15.3, which has resolved this issue. Upgrade to Version 15.3 or later.

"Select Users" field is Disabled for Two-Way Integration

The Select Users field on the Calendar tab of the Outlook Synchronization window is only available when Outlook is configured to communicate with an Exchange server, and the current login user has configured their Exchange User in System Configuration. To set the Exchange user value, perform the following steps:

1. Open System Configuration.
2. From the File menu, point to Open, then select Users.
3. Select the User ID from the list, then tab down to the Integration section.
4. Verify that Outlook is selected, and select the Exchange User from the list.
   Note if "None" is the only entry in the Exchange User list, refer to "Exchange User" Field is Missing List of Users.
5. Save the User record, then close System Configuration.
   Note that PracticeMaster must be restarted for the changes to take effect.

The Select Users field is only available for Two-Way Integration, and will be disabled if Integration is set to One-Way (or Disabled).

Folder sets in Outlook with the Same Name Cause Contact Mapping Issues

If there are one or more folder sets in Outlook that are named the same (for example, two sets of "Personal Folders"), there is a contact mapping problem.  For example, if you map the Outlook Contact folder to integrate with the PracticeMaster related parties, if you attempt to map to the Contacts folder in the second set of, for example Personal Folders, and click OK, when you go back into the folder mapping, the Contacts folder in the first set of Personal Folders will be the one that is selected instead of the one that was originally selected in the second set.

Additionally, if the Contacts folder in the second set of Personal Folders is named something other than "Contacts", you may receive the following error message: 

    "Outlook Error:  The operation failed.  An object could not be found.  Invalid Contact folder."

Solution:  Rename one of the folder sets so that they do not have the same name.

Synchronizing Outlook Prompts to Change Phone Fields

Cause:  Outlook (2002 and later) always formats phone numbers as (123) 456-7890. If PracticeMaster records are synchronized to Outlook in another format, Outlook will change this formatting and prompt to change these fields when synchronized back to PracticeMaster.

Solution:  To avoid synchronization prompts, enter phone numbers using the (123) 456-7890 format when integrating with Outlook.

Duplicate Entries when integrating with Outlook

Cause:  Duplicate entries in PracticeMaster may occur when the following are true:

• PracticeMaster is configured for two-way integration with Outlook.
• Outlook is configured to HotSync with a handheld device and the conflict resolution setting for the Outlook Palm conduits is set to "Duplicate".

Solution:  To avoid duplicate entries, use one of the following solutions:

• Use the PracticeMaster Palm Conduits to synchronize information to the handheld device instead of the Outlook Palm Conduits. 
    --or--
• Set the Conflict Resolution for the Outlook Palm conduits to "Outlook Wins". This setting is configured by clicking the HotSync Manager icon in the Windows system tray and selecting Custom. (Note:  When the Outlook Palm conduits are set to "Outlook Wins", a change made on the Palm will be overwritten if a change was also made in Outlook to the same record.)

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Entries Unexpectedly Marked for Deletion when integrating with Outlook

Cause:  Beginning with Outlook 2003 SP2, when requesting a meeting in Outlook, confirming that meeting can attempt to delete the record rather than modify the existing record. When integrating the calendar record with PracticeMaster, you may be prompted to delete the record in PracticeMaster.

Solution:  To avoid duplicate entries, use one of the following solutions:

• Delete the calendar record and allow the new calendar record to be created instead. Note that Allow deletion of PracticeMaster records must be selected before performing the Outlook Synchronization, and you must have Calendar Access Rights for each user included in the meeting.
    --or--
• Change the Meeting Regeneration mode for Outlook. Information about changing the Meeting Regeneration mode can be found in Microsoft KB Article 899919.

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Log File Messages

The following is a list of messages that may be included in the Outlook Synchronization Log File. Check the release date of PracticeMaster. If the release date is prior to 3-16-2006, then the log file is named CMOL????.LOG where ???? represents the Verification ID assigned in System Configuration and can be found on a Detailed User List. If the release date is on or after 3-16-2006, the log file is called CMOL_XXX.log where XXX is the User ID. In either case, the log file is created each time the Outlook Synchronization program in PracticeMaster is run and is located in the PracticeMaster program directory.

"Calendar or Task records have been deleted in Outlook for User x."

Cause:  This message indicates that records have been deleted in Outlook but the Allow deletion of PracticeMaster records check box was not selected when running the two-way synchronization.

Solution:  If you would like the records that were deleted in Outlook to also be deleted in PracticeMaster, when running the two-way synchronization, select the Allow deletion of PracticeMaster records check box in the Outlook Synchronization window.

"Cannot sync exceptions for <User ID>. Clear previously synced should be enabled."

Cause: Records exist that cannot be handled or corrected from the sync program. 

Solution: Rerun the Outlook Synchronization program with the Clear previously synchronized Outlook records check box selected or manually delete the problematic records.

"Could not access <User ID>'s Outlook Calendar Folder. No events synced."
"Could not access <User ID>'s Outlook Task Folder. No tasks synced."

Cause: The user running the synchronization could not access the desired Outlook folder because of incorrect permissions, network problem, etc.

Solution:  See the General Troubleshooting section for troubleshooting information.

"Could not create <User ID>'s  Outlook synchronization fields.  <User ID> should run sync to create these fields."

Cause: The STISeqNo and STIUpdate fields do not exist in the Outlook folder of the user specified.  The user running the synchronization does not have the necessary rights to create the fields for the specified user. 

Solution:  The specified user needs to run the one-way or two-way synchronization to create the synchronization fields.

"Failed clearing <User ID>'s  previously synced Outlook events."
"Failed clearing <User ID>'s  previously synced Outlook tasks."

Cause: The Outlook records containing an STISeqNo field with a value > 0 were not successfully deleted. Restart Outlook and PracticeMaster, then try again. If the same error reoccurs, see General Troubleshooting.

"Could not initialize <User ID>'s Outlook records. No records synced."

Cause: A program error occurred while checking or initializing the STISeqNo or STIUpdate fields. The Outlook Synchronization program cannot continue without these fields, so synchronizing for the user is aborted. Restart Outlook and PracticeMaster, then try again. If the same error reoccurs, see General Troubleshooting.

"OL Add Success: <User ID>, <Type>, <Client ID>, <Start Date>, <Time>, <Description>."
"OL Change Success: <User ID>, <Type>, <Client ID>, <Start Date>, <Time>, <Description>."
"OL Delete Success: <User ID>, <Type>, <Client ID>, <Start Date>, <Time>, <Description>."
"OL Rewrite Success: <User ID>, <Type>, <Client ID>, <Start Date>, <Time>, <Description>."

Cause: Success creating an Outlook record, changing an Outlook record, deleting an Outlook record, or rewriting an Outlook record (Note that rewriting Outlook records are always rewritten to match the corresponding PracticeMaster record).

"OL Add Failure: <User ID>, <Type>, <Client ID>, <Start Date>, <Time>, <Description>."

"OL Change Failure: <User ID>, <Type>, <Client ID>, <Start Date>, <Time>, <Description>."

"OL Delete Failure: <User ID>, <Type>, <Client ID>, <Start Date>, <Time>, <Description>."

"OL Rewrite Failure: <User ID>, <Type>, <Client ID>, <Start Date>, <Time>, <Description>."

Cause: Failure creating an Outlook record, changing an Outlook record, deleting an Outlook record, or rewriting an Outlook record.

"<User ID>'s Outlook Calendar/Contact/Task Folder contains invalid sync fields. Cannot sync <User ID>'s records."

Cause: The STISeqNo and STIUpdate fields stored in the Outlook records that have been synchronized with PracticeMaster are corrupt.

Solution:  Use the following suggestions to resolve this error:

• Verify you are using the latest release of PracticeMaster:
1. In PracticeMaster, select Help | About PracticeMaster and make a note of the Release Date listed there.
2. Select Help | Internet Resources | Software Update.  This will take you to the Software Update page of the Software Technology Web site.  Compare the Release Date that you noted from the previous step to the Last Modified date shown for each program in the list on the Web site.
3. If the Last Modified date is newer than the Release Date of the software, download and install the update.
Note: You will need to download and install the updates for all Tabs3 and PracticeMaster software installed on your system, including System Configuration.  For more information on downloading updates, see KB Article R10154 - How to Download Files from Software Technology Inc.'s Download Pages.
• Run the two-way synchronization with the Clear previously synchronized Outlook records check box selected.  This option is used to remove all previously synchronized PracticeMaster calendar and contact records from Outlook (e.g., records in Outlook that have an STI Sequence Number). Immediately after the PracticeMaster records are removed from Outlook, the current PracticeMaster records within the specified synchronization settings (i.e., Record Type, Date Range, etc.) are added to Outlook. Note: All records with an STI Sequence Number will be removed from Outlook regardless of the Date Range and Record Type specified.
• If you are using Outlook and synchronizing for the first time, you may need to do the following:
1. From Outlook select Tools | Forms | Design a Form.
2. Select Appointments and click Open.
3. Select the All Fields tab.
4. In the Select from field, select User-defined fields in folder.
5. Delete STISeqNo and STIUpdate.
6. Attempt to run the two-way synchronization again. You may need to restart the workstation that received the error.

"PM Add Success: <User ID>, <Type>, <Client ID>, <Start Date>, <Time>, <Description>."
"PM Change Success: <User ID>, <Type>, <Client ID>, <Start Date>, <Time>, <Description>."
"PM Delete Success: <User ID>, <Type>, <Client ID>, <Start Date>, <Time>, <Description>."

Cause: Success adding a PracticeMaster record, changing a PracticeMaster record, or deleting a PracticeMaster record.

"PM Add Failure: <User ID>, <Type>, <Client ID>, <Start Date>, <Time>, <Description>."
"PM Change Failure: <User ID>, <Type>, <Client ID>, <Start Date>, <Time>, <Description>."
"PM Delete Failure: <User ID>, <Type>, <Client ID>, <Start Date>, <Time>, <Description>."

Cause: Failure adding a PracticeMaster record, changing a PracticeMaster record, or deleted a PracticeMaster record.

"Successfully cleared <User ID>'s  previously synced Outlook events."
"Successfully cleared <User ID>'s  previously synced Outlook tasks."

Cause: The Outlook records containing an STISeqNo field with a value > 0 were successfully deleted.

"Unexpected error accessing <User ID>'s  Outlook Calendar Folder. No records synced."
"Unexpected error accessing <User ID>'s  Outlook Task Folder. No records synced."

Cause: An error occurred while reading <User ID>'s Task or Calendar (appointment) Folder. No records will be synced for the user. Restart PracticeMaster and Outlook, then try again. If the same error is encountered, see General Troubleshooting.

"Unexpected error preprocessing <User ID>'s Calendar/Task/Contact records.  Outlook error:  The message specified cannot be found."

Cause:  This message indicates that records have been deleted in Outlook but the Allow deletion of PracticeMaster records check box was not selected when running the two-way synchronization.  In more current releases of PracticeMaster, this message was changed to, "Calendar or Task records have been deleted in Outlook for User x."

Solution:  Consider the following solutions:

• Download the most recent PracticeMaster program in order to get the updated message wording.

1. In PracticeMaster, select Help | About PracticeMaster and make a note of the Release Date listed there.
2. Select Help | Internet Resources | Software Update.  This will take you to the Software Update page of the Software Technology Web site.  Compare the Release Date that you noted from the previous step to the Last Modified date shown for each program in the list on the Web site.
3. If the Last Modified date is newer than the Release Date of the software, download and install the update.
Note: You will need to download and install the updates for all Tabs3 and PracticeMaster software installed on your system, including System Configuration.  For more information on downloading updates, see KB Article R10154 - How to Download Files from Software Technology Inc.'s Download Pages.

• If you would like the records that were deleted in Outlook to also be deleted in PracticeMaster when running the two-way synchronization, select the Allow deletion of PracticeMaster records check box in the Outlook Synchronization window.

"Unexpected error preprocessing Contact records.  No contact synced."

          Cause: The workstation is low on memory or system resources.

          Solution: Close open windows or open programs and try to sync again.  If you still receive this message restart your workstation.         

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MESSAGES displayed during Synchronization or Synchronization SetUp

"Cannot access Outlook."

Cause:  This error message may be caused by one of the following reasons:

• Outlook is not installed.
• Outlook 2003 is being used. If using Outlook 2003, you MUST be using PracticeMaster Version 11 or later and the PracticeMaster Release date must be after November 5th, 2003.

"Connection to Outlook could not be made. Outlook integration will be disabled for this session." 

Cause: This message can be displayed when there are multiple Outlook profiles configured and there is no default profile specified.  When prompted for a profile, if no profile is selected, after a period of time you may receive this message. This can also be caused by missing or corrupt Outlook registry settings.

Solution:   If there are multiple Outlook profiles configured, try the action again. If there are not multiple Outlook profiles, restart PracticeMaster and Outlook, then try again. If the same error is encountered, repair Outlook and try the action again. If the same error is still encountered, reinstall Outlook.

Note: This message may also be received when attempting to integrate PracticeMaster Version 15 or prior with Microsoft Outlook 2010 64-bit. Refer to KB Article R11302, "Compatibility with 64-bit Operating Systems & Software" for more information.

"Could not create log file "CMOLxxxx.log". Outlook Synchronization cannot continue." 

Cause: The log file is rewritten during every synchronization. PracticeMaster is unable to create this file. One possible reason is if the log file already exists and it is already open in a duplicate user session, the log file cannot be recreated.

"Delete all records linked to this record?  User: <User ID>  Date: <Date>  Desc: <Description>"

Cause: This message is displayed when a record assigned to multiple users is deleted in Outlook and is then synchronized to PracticeMaster.

"Do you want to save changes to the Outlook Synchronization Settings?" 

Cause: Changes were made to the Outlook synchronization preferences. You have the option to save the changes for future synchronizing or use the settings for the current synchronization only.

"Failed to add Outlook Contact: <Contact Name>. Could not access the Outlook Contact folder. "
"The Contacts folder could not be found. Could not open the item. Try again."

"Unexpected error preprocessing Contact records. No contacts synced."

Cause:  This error message may be caused by one of the following reasons:

• The Contacts folder is Outlook is unavailable

• The system is out of memory.

• The computer's resources are running low.

Solutions:  Use one of the following suggestions to resolve this error:

• Start System Configuration. Select File | Open | Users. In the User ID field, select the User ID that received the message. In the Integration section, click the Configure button. On the Contacts tab, click the Outlook Folder button. Verify that the selected Contact folder is valid. Restart PracticeMaster and Outlook, then try again. If the same error is encountered, see General Troubleshooting.

• If you use Outlook Exchange, this error could indicate that a network problem exists. If the above suggestions did not resolve the error, contact your network administrator to determine if there is a problem with the network.

• Check available system memory.

• Close open windows or programs and try to Synchronize again.

• Reboot the workstation.

"Failed to change/delete Outlook Contact: <Contact Name>. Duplicate STI SeqNo: <SeqNo>"

Cause:  PracticeMaster data was restored.

Solution:  In PracticeMaster, run the Outlook Synchronization program (Maintenance | Integration | Outlook Synchronization). On the Contacts tab, select the Clear previously synchronized Outlook records check box.

"Failed to change <User ID>'s Outlook record.  Could not access Outlook folder."

    --or--
"Failed to create <User ID>'s Outlook record.  Could not access Outlook folder."
    --or--
"Failed to delete <User ID>'s Outlook record.  Could not access Outlook folder."

Cause:  The user is mapped to an Exchange user. However, PracticeMaster cannot access Exchange and the required Outlook folder.

Solution:  Use the following suggestions to resolve this error:

• Verify Exchange User Mappings in System Configuration:
  1. Confirm that the Exchange User has been mapped properly in the User Configuration program in System Configuration.
• Determine if the <User ID> in the error message is different from the <User ID> who is making the change/creation/deletion:
1. If the <User ID> is different, refer to the If syncing events or tasks for another user, make sure you have sufficient rights in Outlook section under General Troubleshooting.
2. If not, continue troubleshooting using the steps below.
• Verify you are using the latest release of PracticeMaster:
1. In PracticeMaster, select Help | About PracticeMaster and make a note of the Release Date listed there.
2. Select Help | Internet Resources | Software Update.  This will take you to the Software Update page of the Software Technology web site.  Compare the Release Date that you noted from the previous step to the Last Modified date shown for each program in the list on the Web site.
3. If the Last Modified date is newer than the Release Date of the software, download and install the update.
Note: You will need to download and install the updates for all Tabs3 and PracticeMaster software installed on your system, including System Configuration.  For more information on downloading updates, see KB Article R10154 - How to Download Files from Software Technology Inc.'s Download Pages.
• Re-save user profile information:
1. In System Configuration, select Open | Users. This will display the User Configuration window.
2. Select a user from the drop-down list next to User ID.
3. Verify their Exchange User field setting.
4. Click the Save button. This must be done even if no settings have changed.
5. Repeat steps 2-4 for each user who is experiencing issues.
• Reset user profile:
1. In System Configuration, select Open | Users. This will display the User Configuration window.
2. Select a user from the drop-down list next to User ID.
3. Click the Reset Profile button. You may Retain both E-mail Configuration and Outlook Synchronization Profile settings without issue.
4. Repeat steps 2-3 for each user who is experiencing issues.
   See KB Article R10662, "Settings Stored in the STI.INI File and User Profile" for what settings will be changed when resetting a user profile.
• See the General Troubleshooting section for additional troubleshooting information.

"No modifications needed."

Cause: There were no records requiring synchronization.

"Outlook API initialization failed." 

Cause:  This message usually follows the "Connection to Outlook could not be made.  Outlook integration will be disabled for this session." message.  There are missing or corrupt Outlook registry settings.

Solution:  Restart PracticeMaster and Outlook, then try again. If the same error is encountered, repair Outlook and try the action again. If the same error is still encountered, reinstall Outlook.

"Outlook could not be started. Outlook integration will be disabled for this session." 

Cause: Outlook is not installed or, Outlook is installed but PracticeMaster cannot connect to it.

Solution: Reboot the workstation and perform the synchronization again.  

"Outlook error:  Operation failed.  An object could not be found.  Invalid calendar/contact folder."

Cause:  This message may be caused by one of the following scenarios.

• If an invalid contact folder is specified in the error message, an Outlook contact folder has either not been mapped in the Select Outlook Contact Folder window of System Configuration or the folder that is specified is not a valid contact folder. 

To select a valid contact folder:

1. From the System Configuration menu, select File | Open | User.

2. Verify that the user for this workstation is selected.

3. In the Integration section, click the Configure button next to the Outlook check box.

4. Click the Contacts tab.

5. Click the Outlook Folder button.

6. If you receive the message, "You do not have permission to access Internet Newsgroups", click OK.  (Select the Do not show again check box if you do not wish to see this message again the next time you access the Outlook Folders.)

7. Select the desired Outlook contact folder.

8. Click OK to exit the Select Outlook Contact Folder window.

9. Click OK to exit the Outlook Synchronization window.

10. Press Ctrl+S to save your changes.

• If an invalid contact folder is specified in the error message and a valid contact folder has already been selected, see Folder Sets in Outlook with the Same Name Cause Contact Mapping Issues.
   

• The MAPI32.DLL may be corrupt, missing, or an old version.

  Solution:  Run the Microsoft FIXMAPI.EXE program to restore a current version of the MAPI32.DLL.

  • To run FIXMAPI.EXE

    1. On the taskbar, click the Start button.

    2. Select Run.

    3. Type "FIXMAPI".

    4. Click OK.

  For more information on running the FIXMAPI.EXE, see Microsoft Article 228457 - Description of the Fixmapi.exe Tool Included with Internet Explorer 5.

"Outlook integration is disabled."

Cause: This message is displayed when a user tries to run the Outlook Synchronization program but synchronization is disabled.

Solution:  Configure one-way or two-way Outlook synchronization prior to running the synchronization program.

• To configure two-way Outlook synchronization

  1. In PracticeMaster, select Maintenance | Integration | Outlook Synchronization.

  2. If attempting to synchronize calendar records, on the Calendar tab, select Two-Way (Synchronization).  Configure all other desired calendar synchronization settings.

  3. If attempting to synchronize contact/related party records, on the Contacts tab, select Two-Way (Synchronization).  Configure all other desired contact synchronization settings.

• To configure one-way Outlook synchronization

  1. In System Configuration, select File | Open | Users.

  2. From the User ID drop-down field, double-click the user that will be performing one-way synchronization.

  3. Make sure that the Outlook check box is selected.

  4. Click the Configure button next to the Outlook check box.

  5. If attempting to synchronize calendar records, on the Calendar tab, select One-Way (Synchronization).  Configure all other desired calendar synchronization settings.  

  6. If attempting to synchronize contact/related party records, on the Contacts tab, select One-Way (Synchronization).  Configure all other desired contact synchronization settings.

"Outlook Integration must be configured for Two-Way Synchronization in System Configuration." 

Cause: This message is displayed when a user configured for One-Way Integration tries to run the Outlook Synchronization program in PracticeMaster.

"Outlook preferences have not been saved for user <User ID> in System Configuration."

Cause: The user running the synchronization had an older version of PracticeMaster/Case Master with integration enabled, but has since upgraded to PracticeMaster Version 10.6. 

Solution:  Configure two-way Outlook synchronization prior to running the synchronization program.

• To configure two-way Outlook synchronization

  1. In System Configuration, select File | Open | Users.

  2. From the User ID drop-down field, double-click the user that will be performing two-way synchronization.

  3. Make sure that the Outlook check box is selected.

  4. Click the Configure button next to the Outlook check box.

  5. If attempting to synchronize calendar records, on the Calendar tab, select Two-Way (Synchronization).  Configure all other desired calendar synchronization settings.  

  6. If attempting to synchronize contact/related party records, on the Contacts tab, select Two-Way (Synchronization).  Configure all other desired contact synchronization settings.

"Outlook Synchronization could not be started" 

Cause:  This error message may be caused by one of the following reasons:

• Outlook is not installed.
• Outlook 2003 is being used. If using Outlook 2003, you MUST be using PracticeMaster Version 11 or later and the PracticeMaster Release date must be after November 5th, 2003.

"Outlook Synchronization requires "Edit Public" access rights to synchronize PracticeMaster calendars.  The following users will not be synchronized: <User ID>, <User ID>"

Cause: The user running the synchronization does not have "Edit Public" access rights for the listed user's PracticeMaster calendar records. Access Rights for PracticeMaster calendar records is configured in System Configuration via the User Configuration program.

"Outlook Synchronization requires Outlook Integration to be enabled and an Exchange User mapping.  The following users will not be synchronized: <User ID>, <User ID>" 

Cause: The list of users represents the users who do not have Outlook integration enabled or who are not mapped to an Exchange user. Without an Exchange user mapping, there is no shared Outlook folder for the synchronization program to access.

"Unable to log on to MAPI.  Reason: Unknown error initializing extended MAPI. Outlook Synchronization cannot continue." 

Cause: This message is displayed when Outlook is not the Windows default e-mail client.  In order to synchronize with Outlook, Outlook must be the Windows default e-mail client.

Solution: Configure Outlook as the default e-mail client. 

• To set Outlook as the Windows default e-mail client, perform the following steps:

1. Open Outlook.

2. Select Tools | Options.

3. Click the Other tab.

4. Select Make Outlook the default program for E-mail, Contacts and Calendar.

5. Click OK.

"Unexpected error preprocessing Contact records. No contacts synced."

Cause:  This error message may be caused by one of the following reasons:

• The system is out of memory.
• The computer's resources are running low.

Solutions:

• Check available system memory.
• Close open windows or programs and try to Synchronize again.
• Reboot the workstation.

"Update all records linked to this event/task?  User: <User ID>  Date: <Date> Desc: <Description>"

Cause: This message is displayed when a record assigned to multiple users is changed in Outlook and is then synchronized to PracticeMaster.

"You do not have permission to access Internet Newsgroups"

Cause:  This message is displayed when clicking on the Outlook Folder button on the Contacts tab of the Outlook Synchronization window (in PracticeMaster or System Configuration).  This is indicating that there is a folder in Outlook called "Internet Newsgroups" that you do not have permission to access.  It is possible for this message to indicate a folder other than Internet Newsgroups.  This message is simply indicating that you will not be able to map the contact integration to the folder specified in the message.  This does not indicate a problem.

Solution:  Select the Do not show again check box if you do not want to see this message in the future.  Click OK to be taken to the Select Outlook Contact Folder window where you can select which Outlook folder you want to integrate with PracticeMaster related parties.

Synchronization Setup Notes

To enable Two-Way Integration

1. Launch System Configuration.
2. Open the User file (File | Open | Users) and look up your User ID.
3. Click the Configure button next to the Outlook check box.
4. On the Calendar tab, select Two-Way (Synchronization) instead of One-Way (PracticeMaster to Outlook) as well as the settings for the integration.
5. On the Contacts tab, select Two-Way (Synchronization) instead of One-Way (PracticeMaster to Outlook) as well as the settings for the integration.
6. Click OK to close the Outlook Synchronization window.
7. Save the changes and close the User Configuration window.

Then, the PracticeMaster and Outlook synchronization must be completed using the following procedure.

To Synchronize Pre-Existing PracticeMaster Records to Outlook

1. Once Two-Way (Synchronization) is enabled, restart PracticeMaster.
2. From the PracticeMaster Maintenance menu, point to Integration and select Outlook Synchronization.
3. Select the Enable Confirmation check box.
4. Enter 0 in the changes will display dialog field so that all changes will be displayed.
5. Click the Sync button.
6. The Outlook Synchronization Confirmation window will be displayed. Click the left column by each Outlook record to clear the check mark (disable the synchronization) of any Outlook records to PracticeMaster.
1. Be sure to select each of the three folders (PracticeMaster, Outlook, and Exceptions) and confirm no unwanted changes will be made to PracticeMaster.
7. Click the Perform Sync button.
8. Click OK to view a report of the changes that were made.
9. Re-open System Configuration and change the integration back to One-Way (PracticeMaster to Outlook).

Repairing Microsoft Outlook

The following procedures may be used to repair your installation of Microsoft Outlook. (Note: These procedures work for Windows XP, Windows Vista, and Windows 7.)

To repair Outlook 2007

1. From the Windows Control Panel, select Add or Remove Programs (in Windows Vista and Windows 7, this option is referred to as Programs and Features).
2. In the Add or Remove Programs (or Programs and Features) window, select Microsoft Office [your Office edition] 2007.
3. Click Change.
4. In the Microsoft Office [your Office edition] 2007 window, select Repair.
5. Click Continue.

To repair Outlook 2003

1. From the Windows Control Panel, select Add or Remove Programs (in Windows Vista and Windows 7, this option is referred to as Programs and Features).
2. In the Add or Remove Programs (or Programs and Features) window, select Microsoft Office [your Office edition] 2003.
3. Click Change.
4. In the Microsoft Office 2003 Setup window, select Reinstall or Repair.
5. Click Next.
6. Select Detect and Repair errors in my Office installation.
7. Click Install.

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References

• KB Article R10738 - Microsoft Outlook Security Message
• KB Article R11041 - Microsoft Exchange Server Overview
• KB Article R10942 - Configuring PracticeMaster/Microsoft Outlook Calendar & Contact Integration
• KB Article R10154 - How to Download Files from Software Technology Inc.'s Download Pages
• Microsoft Article 228457 - Description of the Fixmapi.exe Tool Included with Internet Explorer 5

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