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Introduction to Transaction Documents
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WESS Troubleshooting
Welcome to the Workbooks Exchange Server Sync (WESS) troubleshooting guide. This guide should be used if you have received any errors when using the WESS. We have further information about what the WESS is and how you use it on our Exchange Server Sync knowledge base page.
WESS Troubleshooting Guide (Do not select)
ActiveRecord::RecordNotSaved
When a user is created within the WESS before Workbooks then this message will appear within Workbooks. To resolve this follow these steps:
1. Go to Configuration > Email Integrations > Exchange Sync
2. Within the "Users" page you should be able to see the affected user. They should have an "Exchange Email" but not a "User" name.
4. Click Configuration > choose Organisation
5. When you find the affected user within the Organisation, press the delete icon which should delete the user within the WESS.
6. In Workbooks, add the user via Configuration > Email Integrations > Exchange Sync > Users (this will add the user automatically to the WESS)
Unable to see WESS Configuration in Preferences/ Configuration menu
If you are unable to locate the WESS menu option in either of the following locations;
- Start > Preferences > Exchange Sync
- Start > Configuration > Email Integrations > Exchange Sync
it is likely that either your WESS licence has expired, or the module is not active at Database or User level.
Resolution steps:
Speak to your system administrator to provision the Exchange sync licence.
Step 1: Check you have a valid licence for WESS
- A System Administrator will need to navigate to Start > Configuration > Account Settings > Licences and Modules.
- Select the Licences tab, and ensure that ‘Exchange Sync’ is listed.
- If it is not there, your Workbooks Account no longer has an Active WESS Licence. To purchase new WESS licences, please contact the Workbooks Sales team by calling 0118 3030 100 or emailing sales@workbooks.com.
- If it does appear in the list, please proceed below.
- Navigate to Start > Configuration > Users & Security > Users.
- Open the User Record for the affected User and allocate an Exchange Sync Licence
- Save the Record.
- The User will need to log out and back in again.
Step 2: Check the Module has been activated
- Navigate to Start > Configuration > Account Settings > Licences and Modules.
- Select the Modules tab, and check if the ‘Exchange Sync’ line has been ticked.
- Save & Close
- Log out and back into Workbooks
Synchronisation was disabled due to an authorisation error
If you receive an email which states ’Your synchronisation was disabled due to an authorisation error’. This is normally caused by incorrect Exchange information being supplied in the Exchange Sync section of Workbooks (Start > Preferences > Integration > Exchange Sync).
Recently Microsoft have deprecated Basic Authentication (Microsoft Exchange and Direct Logon) as detailed here - https://learn.microsoft.com/en-us/exchange/clients-and-mobile-in-exchange-online/deprecation-of-basic-authentication-exchange-online. Further info on switching authentication type can be found here https://www.workbooks.com/help/how-change-authentication-setup-wess.
Resolution steps:
Please select the how you are connecting to your Exchange Account.
Individual User Account
Step 1: Check your Exchange credentials are correct
- Navigate to Start > Preferences > Exchange Sync.
- Ensure the information in the highlighted fields below are correct;
Note: For data security reasons we do not show any passwords that are committed to the database so the Password field will be blank. This means that if any amendments are being made, or if you need to check that the password is set correctly, the correct value needs to be entered on every occasion.
Step 2: Run the Sync again
Allow the Sync to Run again. If the error persists ask your Authorised Support Contact to escalate this to the Workbooks Support team.
Note: Pressing the ‘Sync now’ button triggers a ‘Save’ action and then runs a synchronisation. Therefore, if the ‘Sync now’ button is pressed it saves a blank password and the synchronisation will be unsuccessful.
Impersonation User
Step 1: Check the Impersonation User credentials are correct
- Navigate to Start > Configuration > Email & Integration > Exchange Sync.
- Ensure the information in the highlighted fields below are correct;
- Allow the Sync to Run again.
Note: For data security reasons we do not show any passwords that are committed to the database so the Password field will be blank. This means that if any amendments are being made, or to check if the password is set correctly, the correct value needs to be entered on every occasion.
Step 2: Clear any saved Exchange passwords in Workbooks
If the error still persists, on the same screen, open the affected Users Exchange Sync Record By selecting their name after following the path Start > Configuration > Email and Integration > Exchange Sync and press the Save and Close button. This will clear any password that has previously been entered by the User.
Allow the Sync to Run again. If the error persists ask your Authorised Support Contact to escalate this to the Workbooks Support team.
Your Password has expired, please change it before continuing
You will receive the above error, in the email configuration section of the Configuration Menu or the Users Preferences menu, if the Workbooks Password for that User has expired or the Workbooks User has not been Activated.
Resolution steps:
Step 1: Check the account has been activated
If it's affecting a new User, ensure they have activated their User Record by clicking on the Activate link within the automatic email sent by Workbooks. You will be able to see if this has been done by going to Start > Configuration > Users & Security > Users - if the email says 'pending activation' next to it, then they haven't done this yet.
Once the user has activated their account and logs into Workbooks for the first time, they will be prompted to create a new password.
Step 2: Check the User can log into Workbooks
If the account has been activated and the User is unable to log into Workbooks, they should reset their password using the Forgotten Password link on the Workbooks login screen.
Alternatively, a System Administrator can manually change the password for that User, and should then notify the User of their new password.
Step 3: Re-enable the WESS Synchronisation
You should re-enable to WESS Synchronisation by going to Start > Preferences > Exchange Sync or Start > Configuration > Email Integrations > Exchange Sync and check that it is synchronising successfully.
'COM object that has been separated from its underlying RCW cannot be used.'
If the WESS synchronisation is failing with the error ‘COM object that has been separated from its underlying RCW cannot be used.', this is likely to be because the synchronisation has timed out due to a significantly large number of records attempting to be synchronised.
The WESS Synchronises People and Organisation Records with the following logic;
- It looks for a View called ‘Exchange Sync’ within People and Organisation records and synchronises the Records found in those Views.
- It then synchronises the ‘My People’ or ‘My Organisation’ Landing Page Views also.
Resolution steps:
Reduce the number of records being Synchronised
You’ll need to reduce the number of items in the Views by amending the filters in the View. It is up to you which records you choose to exclude, for example, you might want to exclude any records which are not assigned to you, i.e. those that you Watch.
Additionally, you could include a field on the record called Exchange Sync which is ticked/unticked based on whether you want to synchronise it or not. You would then be able to apply that filter to the My People/Organisation and Exchange Sync Views.
You’ll need to allow the Synchronisation to run again and if it fails with the same error, further filters will need to be applied.
If the further reduction of records in the synchronisation does not resolve this please ask the Authorised Support Contact to contact the Support team.
‘Access is not permitted from this location’ Error message received by the WESS.
The synchronisation fails with an error message that states that ‘Access is not permitted from this Location.’
Within Workbooks, it is possible to apply a restriction on the locations that a User can log into the database, all of which is governed by stating allowed IP addresses or ranges on the User Group Record. These restrictions are generally put in place for security reasons, so removing them is not necessarily appropriate, therefore an additional permitted IP access location needs to be added to the User Group.
Resolution steps:
Allow the User access to the WESS IP address
- A System Administrator will need to navigate to Start > Configuration > Users & Security > User Groups and add the column for ‘Permitted IP Addresses’;
- There will be at least one row which contains a value in this new column.
- Follow the path Start > Configuration > Users & Security > Users > Affected User name and identify which of the restricted Groups the user is a member of.
- Open the IP restricted Group from the User Groups tab of the Person Record, maximise the Login Restrictions hidden reveal and add the IP value of ‘23.97.212.108’ to the allowed list ensuring all values are separated by commas;
‘500 Bad response’ message being received when trying to set up the WESS
A ‘500 bad response’ error message is being received in the initial synchronisation.
This happens when the Connection between the Exchange Sync Service and the Exchange Server has ended the connection because it is not a supported connection for the Exchange Server.
Resolution steps:
Step 1: Check Compatibility of Exchange Server
Review the ‘Workbooks Exchange Sync’ Knowledge Base page to ensure that the Exchange Server is compatible with the Workbooks Exchange Service. If not, engage your Exchange Provider to discuss if a Server Migration can take place.
Step 2 Check Exchange Setup has been completed
- Check that your IT department have completed the Exchange setup, as per our ‘Set up and configuration of the Workbooks Exchange Server Sync (WESS)’ Knowledge Base page. The necessary information can be found in the section named ‘Configuring your Exchange Server’.
- If everything is compatible and setup as per the documentation then please ask your Authorised Support Contact to ask the Workbooks Support team to investigate this further.