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.

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.

You should re-enable to WESS Synchronisation by going to Start > Preferences > Exchange Sync or Start > Configuration > Email & Integration > Exchange Sync and check that it is synchronising successfully.

1. A System Administrator will need to navigate to Start > Configuration > Users & Security > Licences and Modules.
2. 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.
3. Navigate to Start > Configuration > Users & Security > Users.
4. Open the User Record for the affected User and allocate an Exchange Sync Licence
5. Save the Record.
6. The User will need to log out and back in again.

1. Navigate to Start > Configuration > Users & Security > Licences and Modules.
2. Select the Modules tab, and check if the ‘Exchange Sync’ line has been ticked.
    

   

   
    
3. Save & Close
4. Log out and back into Workbooks

    

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.

1. A System Administrator will need to navigate to Start > Configuration > Users & Security > User Groups and add the column for ‘Permitted IP Addresses’;
    

   

2. There will be at least one row which contains a value in this new column.
    

   

3. Follow the path Start > Configuration > Users & Security > Users > Affected User name and identify which of the restricted Groups the user is a member of.
4. 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;
    

   

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.

1. 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’.
2. 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.