Admin Trouble Shooting Guide for TeamConnect O365 Add-In 4.0

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Troubleshooting Issues

We recommend referring to the Troubleshooting Guide to find solutions for any unexpected errors encountered in the application.

Purpose

When a user uses the Outlook 365 add-in, and there are issues, sometimes the description of the errors in the UI cannot explain the problem appropriately. In this case, the user should raise an issue with their system admin who should use the logs to solve the issues. The support team troubleshoots the case and arrives at error logs.

Click here to view the detailed description of troubleshooting from an end-user point of view.

Overview

If the user cannot deduce the reason for an error, they should contact the system admin. Admins then ask the end users to download their debug logs and send them through email.

Admins should be able to understand the issue from the logs and provide valid resolutions to the end user. The debug logs may be similar to the below figure:

This log contains all the information from the start of the event.

Admins decode the solution from the logs and provide it to the end user. The end user may be asked to carry out the necessary steps.

TeamConnect Logs

Check the TeamConnect Logs to learn more about the logs that appear in TeamConnect.

Add-in Logs

Below are a few examples of console messages that appear in the Add-in.

Scenario	Error Message	Console Message
Cut & Paste Documents from one sub-folder to another	Error ("The document has been deleted from TeamConnect, please contact your System Administrator") message will be displayed in Add-in on UI.	The Document Could Not Be Pasted Because It Was Deleted From TeamConnect.
Create New Folder & Sub Folders	System error should be displayed in the Add-in on UI.	Folder Could Not Be Created: Permission Denied: User XXX is not allowed to create documents.

Possible Issues and Their Resolutions

Possible Issue	Action to be taken
Appointment Sync Durability - Temporary sync failures between the TeamConnect and Microsoft networks.	This feature aids in managing temporary sync failures. In cases where a partition arises between the TeamConnect and Microsoft networks, sync operations are queued and subsequently replayed within a specified interval determined by the Scheduled Action. Follow the below instructions to review the sync durability: Go to the Tools menu and select Scheduled Actions. Within the Scheduled Actions, locate the action related to the Office Suite. Check the box next to the action and choose either Activate, Deactivate, or Delete. If needed, delete the existing scheduled action and create a new one to implement any required changes. To configure the sync durability, Navigate to Admin Settings → Office Suite → Calendar Sync Interval (minutes).
Restricted Users Facing Login Issues with Custom Objects, Contacts, Users, and Documents in Plugin	If Users with Limited Privileges for Custom Objects, Contacts, Users, and Documents encounter login issues in the plugin, enable the 'View Object Definitions Search Views' Setting Under System Rights → Object Definitions.
Unable to Create Matter When Custom Field is Deleted from Setup	The end user cannot create a matter when custom fields are deleted from the setup. It is advisable to first delete fields in the office config and then in custom fields.