Configuring the PracticeMaster Platinum Exchange Connector for Exchange Online / Microsoft 365

Last reviewed: 04/10/2024
Article ID: R11898

The information in this article applies to:

Summary

This article is intended to assist firms with configuring the PracticeMaster Exchange Connector to integrate with an Exchange Online / Microsoft 365 server. If you are integrating with an on-premises Exchange server or an Exchange server hosted by a company other than Microsoft, see R11596, "Configuring the PracticeMaster Platinum Exchange Connector," for configuration information. If you are already configured to integrate with an Exchange Online server using the Local Exchange Connector in PracticeMaster, see KB Article R11899, "Transitioning from a Local Exchange Connector to Exchange Online / Microsoft 365."

The Microsoft 365 Exchange Connector provides the following advantages over standard Exchange integration with Outlook calendar and contacts:

Additionally, using the Exchange Connector with an Exchange Online / Microsoft 365 server provides the following advantages over other types of Exchange servers:

Before You Begin

You will need to have the following information ready in order to configure the Exchange Connector for an Exchange Online / Microsoft 365 server:

Note: It is important to read this entire article before beginning the process.

Configuring the Exchange Connector for Exchange Online

This section will walk you through configuring the PracticeMaster Exchange Connector to communicate with your Exchange Online server. This section includes steps for firms switching from the existing Exchange Connector and for firms that are configuring the Exchange Connector for the first time.

Update to Version 2021 (Build 20.7) or later

This synchronization option for Exchange Online / Microsoft 365 is included with Tabs3 Software Version 2021 (Build 20.7) and later. See KB Article R11937, "Keeping Tabs3 Software Up To Date," for information on downloading the most recent update.

Verify that Tabs3 Connect is Enabled

The Exchange Connector requires that Tabs3 Connect be enabled and running in order to communicate with an Exchange Online server. If you are not already using Tabs3 Connect, see KB Article R11480, "All About Tabs3 Connect," for more information. Once Tabs3 Connect is configured and running, proceed to the Enable/Configure the Exchange Connector in System Configuration section.

Enable/Configure the Exchange Connector in System Configuration

The following steps can be used to configure the Exchange Connector with your Exchange Online / Microsoft 365 server:

  1. Enable the Exchange Connector. (Note: If the Exchange Connector in System Configuration is already enabled, proceed to step 2.)
    1. Launch System Configuration and log in as a user with Manager rights.
    2. From the Settings menu, select Microsoft Exchange Integration.
    3. Select the Use Microsoft Exchange to synchronize PracticeMaster and Outlook check box.
    4. Select the Enable the PracticeMaster Exchange Connector Service check box.
    5. Select the Synchronize PracticeMaster and Outlook on startup and every XX hours check box and specify an interval for periodic synchronization.
  2. Select the Synchronize with Exchange Online / Microsoft 365 option.
  3. Click the Test Server button. The PracticeMaster / Exchange Integration Consent window will be displayed:
    1. Enter the email address of an Exchange Online user with Global Administrator rights and click the Next button.
    2. Enter the password of the Exchange Online user you specified and click the Sign In button. (Note: If two-factor authentication is enabled for this account, you must approve the login using one of the available methods before proceeding.)
    3. Scroll to the bottom and click the Accept button.

    Note: These credentials are used to create a token for the Exchange Connector to communicate with Exchange Online, and are not saved. See the Global Administrator Credentials section for additional information. If you receive an "Access Denied" error after clicking the Test Server button, try again after few seconds. If you continue to receive the error after multiple attempts, contact Tabs3 Support at 402-419-2210 for assistance.

  4. Once the Global Administrator credentials have been entered, you will have the option to preview or print the Exchange Connector Test Report. See the Exchange Connector Test Report Messages section for information on messages related to permissions testing.
  5. Click Test Permissions to test the settings and print another Exchange Connector Test Report. See the Exchange Connector Test Report Messages section for information on messages related to permissions testing.
  6. When you are finished, click Save and close the window, or close the window and click Yes when prompted to save your changes.

Important Note: Outlook synchronization is suspended for all users while the Microsoft Exchange Integration window is open.

Exchange Connector Test Report Messages

Message Description
Exchange Online / Microsoft 365 has been enabled
Folders converted:
Folders failed:		 This message indicates the Exchange Connector was able to successfully connect to the Exchange Online/Microsoft 365.
The number of folders that converted successfully and the number that failed to convert are also shown.

Note: Outlook task folders will always fail to convert. Individual users must provide their Exchange Online credentials in PracticeMaster in order to synchronize tasks. See the next message for more information.
<USER> Task folder requires user to log into Outlook 365 via PracticeMaster. The specified user has not entered their Exchange Online credentials to enable synchronization of tasks. See the Authorize Task Folder Synchronization section for more information.
Test Successful. No folders needed to convert This message indicates that all folders have been successfully converted to Exchange Online access.
Unauthorized This message is displayed when the PracticeMaster / Exchange Integration Consent is closed without specifying the Global Administrator credentials.

This message can also be displayed if PracticeMaster Version 2022 (Build 22.2.6.1107) and prior is installed. See KB Article R11937, "Keeping Tabs3 Software Up To Date," for information on updating to the most current version to resolve this issue.
Unable to run test: Error 127 opening the User file This message is displayed when the following domains are blocked, preventing the Exchange Connector from communicating with the Exchange Online server:
  • graph.microsoft.com
  • login.microsoft.com

Verify these domains are accessible from the Platinum server computer and any workstations that will be synchronizing with Outlook and run Test Server again.

Configure Email Notifications

To ensure that someone is notified when the Exchange Connector is offline, you can configure the software to send an email when errors occur with the Exchange Connector. This includes when the software detects that the Exchange Connector has not performed a periodic synchronization within the specified interval. For example, if the periodic synchronization interval is set to one hour, an email will be sent if the software detects that no periodic synchronization has been performed in the last 65 minutes.

To configure Exchange Connector Email Notifications

  1. Open System Configuration.
  2. Configure your Outgoing Email Configuration (Settings | Outgoing Email Configuration) if you have not done so already. See KB Article R11414, "How to Configure SMTP Integration When Using Outlook," for information on setting up the Outgoing Email Configuration based on your Outlook settings.
  3. From the Platinum menu, select Platinum Server Configuration and click the Notification Center tab.
  4. Select the Enable Email Notifications check box and specify a From Name and From Address if they are not already specified. These are used when sending the notification emails.
  5. Click the Add New Message button, select the Exchange Connector option, and click Next to configure your notification message.
    1. In the Description field, indicate the type of notification you are creating (e.g., "Exchange Connector System Errors").
    2. In the Types of Errors to Report section, select the System-wide Errors and User-specific errors check boxes.
    3. Click the Insert Recipient button to open the Email Recipient window, fill in the Name and Email Address fields for the person who will be receiving the notification emails, and click OK. Repeat this step for each user who will be receiving the email notifications.
    4. In the Body field, add any additional information you want to include in the body of the email. You can optionally use the Insert Variable button to add variables that will indicate the number of errors that occurred and/or whether the message indicates a failure or is being sent as a test.
    5. Click Finish to return to the Notification Center tab.
  6. Close the file server Configuration window and click Yes when prompted to save your changes.

Additional information about notifications can be found in KB Article R11959, "Configuring and Using the Platinum Notification Center."

Authorize Task Synchronization for all PracticeMaster Users

During the initial configuration process, the Exchange Connector automatically converts the users' specified Outlook event and contact folders to their equivalents on the Exchange server. However, it is unable to do the same for users' task folders. As a result, each user that synchronizes tasks with Outlook must enter their own Exchange Online credentials in order for the Exchange Connector to convert the task folder. Users who do not synchronize tasks can skip this step.

Note: Once your firm has transitioned to using Exchange Online, any users who configure Outlook Integration for the first time must enter their Exchange Online credentials in order to specify which account they are using.

To specify your own Exchange Online credentials for task synchronization

  1. Open PracticeMaster and log in with your username and password. If task synchronization is enabled, a message will be displayed indicating that task synchronization is suspended until you re-select your tasks folder. Click OK to proceed.
  2. The PracticeMaster / Exchange Integration Consent window will be displayed:
    1. Enter the email address associated with your Exchange Online account and click the Next button.
    2. Enter the password associated with your Exchange Online user account and click the Sign In button.
    3. Scroll to the bottom and click the Accept button.
  3. Save and close the Outlook Synchronization window.

Authorizing Task Synchronization for Multiple PracticeMaster Users

In some cases, you may prefer to enable task synchronization for all PracticeMaster users at the same time rather than have them enter their credentials individually. This can be done if you have access to each user's login credentials for both PracticeMaster and Exchange Online. These steps can be performed at any computer where PracticeMaster is installed, and do not need to be performed at each user's workstation.

To configure Task Synchronization for other PracticeMaster users

  1. Open PracticeMaster and log in with the user's user name and password. If task synchronization is enabled, a message will be displayed indicating that task synchronization is suspended until you re-select your tasks folder. Click OK to proceed.
  2. The PracticeMaster / Exchange Integration Consent window will be displayed:
    1. Enter the email address associated with the same user's Exchange Online account and click the Next button.
    2. Enter the password associated with the Exchange Online user account and click the Sign In button.
    3. Scroll to the bottom and click the Accept button.
  3. Save and close the Outlook Synchronization window.
  4. Close PracticeMaster.
  5. Repeat steps 1-4 for each user you want to configure.

Frequently Asked Questions

For questions regarding the Global Administrator account, see the Global Administrator Credentials section.

What is an Exchange Online server?
Exchange Online is an Microsoft Exchange server hosted on the Microsoft 365 platform. For more information, see https://www.microsoft.com/en-us/microsoft-365/exchange/exchange-online.
Do we need to have Microsoft Outlook installed on our file server if we are using Exchange Online?
No; when using the Exchange Online synchronization option, the Exchange Connector communicates directly with the Exchange Online server, eliminating the need to install Outlook at the file server.
Does Outlook still need to be installed on each workstation in order to synchronize events, tasks, or contacts?
No; once the Exchange Connector has been configured for Exchange Online, it synchronizes with each user's Exchange Online account rather than the local Outlook installation. However, if you use the PracticeMaster toolbar in Outlook to create journal, calendar, or fee records from emails, you must have Outlook installed on your workstation.
Do we need to create or maintain an Active Directory User and/or mailbox with full rights for use with the Exchange Connector?
No; with the Exchange Online synchronization option, you only need a user with Global Administrator rights for the account to authorize the Exchange Connector to connect with your Exchange Online server. No additional users or mailboxes are required.
Why is this synchronization option limited to Exchange Online servers? Will its advantages be made available to firms with on-premises servers?
This synchronization method uses a platform known as Microsoft Graph, which is used for integration with Microsoft 365 products. As a result, Exchange servers that are not hosted by Microsoft will continue to integrate using the existing MAPI protocol.
When can we uninstall Outlook from the file server and delete any users or mailboxes we had previously configured for the Exchange Connector to use?
We recommend waiting a few days to ensure that the Microsoft 365 Exchange Connector configuration is working correctly. Once you are satisfied that the configuration is working correctly, you can do the following:
  • Uninstall Outlook from the file server.
  • Delete any PMExchConnector/PMExchConnectorManual user/mailbox/email profile, etc. you created for the Exchange Connector.
  • Delete the PracticeMaster shortcut you created for running the Exchange Connector locally.
  • Remove the manager access rights for any user you created for running the Exchange Connector locally. (Note: We do not recommend deleting this user, as doing so will result in Data File Integrity Check errors for it in PracticeMaster.)
Are there any differences in Outlook synchronization when using the Exchange Online synchronization option?
When synchronizing task records between Outlook and PracticeMaster using the Exchange Online synchronization option, the following limitations apply:
  • Snoozing a task in either PracticeMaster or Outlook will not snooze the task in the other application.
  • The % Complete field in Outlook will not be updated based on the status of the Date Completed or Start_Date field in PracticeMaster.
  • The Private tag in Outlook and the Private check box in PracticeMaster are not synchronized for tasks.
  • The Calendar Code field in Outlook and the Calendar Code field in PracticeMaster are not synchronized.
  • If an OL_Start_Date field is present in the PracticeMaster calendar file, it will not synchronize with the Outlook Start date field. See KB Article R10889 "Synchronizing the Start Date of Outlook Tasks with PracticeMaster," for more information regarding this field.
Does the Exchange Connector use an additional Platinum server connection when configured to connect to an Exchange Online / Microsoft 365 server?
When the Synchronize with Exchange Online / Microsoft 365 option is selected, the Exchange Connector uses the Tabs3 Connect server connection (otherwise, it uses the PracticeMaster Accelerator server connection).
Why aren't my calendar records being synchronized automatically?
The following situations can delay or prevent automatic synchronizations from occurring:
  • Another user has the Outlook Synchronization Confirmation window open or is in the process of running a manual synchronization. Your records will be synchronized once the window is closed and the manual synchronization is complete.
  • Another user is running a delete synchronization to remove synchronized records from Outlook. Your records will be synchronized once the delete synchronization is complete.
  • The Microsoft Exchange Configuration window in System Configuration is open. Your records will be synchronized once the window is closed.
  • You are not configured for automatic synchronization. Your records will be synchronized during the Exchange Connector's next periodic synchronization or the next manual synchronization run by you or on your behalf.
  • Your automatic synchronization is suspended because the number of records to be synchronized exceeds the current confirmation threshold. Synchronization will not occur until you confirm the records to be synchronized. (Note: This is indicated by a message in the status bar at the bottom of the PracticeMaster window.)

To determine if a manual or delete synchronization is in progress:

  1. As a user with manager rights, in the Quick Launch, search for and select "Active User List."
  2. Select the All Systems check box.
  3. An entry for the user performing the manual synchronization will be displayed if the Outlook Synchronization Confirmation window is open.
  4. Close the Active User List window when you are finished. Do not reset the user performing the synchronization unless you have determined that PracticeMaster is no longer running on their workstation.

Note: Prior to Version 2022 (Build 22.1.6.539), when using the Microsoft 365 Exchange Connector or the Local Exchange Connector, calendar and tasks deleted in Outlook were deleted in PracticeMaster during the next periodic synchronization rather than automatically (assuming the Allow deletions in PracticeMaster check box was selected). In Version 2022 (Build 22.1.6539) and later, these deletions are synchronized automatically.

Note: If you are experiencing delays with automatic synchronization after switching to the Exchange Online / Microsoft 365 synchronization option, see the Calendar entries do not appear to be synchronizing automatically or take longer to synchronize after switching to the Exchange Online / Microsoft 365 synchronization option entry in the Troubleshooting section.

How do recurring events work with the Microsoft 365 Exchange Connector?
In Version 2023 and later, recurring events can be created in either Outlook or PracticeMaster and will be synchronized to the other application as a series of linked events. Any changes or deletions to recurring events must be made from the application where the recurring event originated in order to synchronize successfully.

In Version 2022 and prior, recurring events must be created in PracticeMaster and are synchronized to Outlook as a series of linked events. Recurring events created in Outlook will not synchronize to PracticeMaster correctly. Any changes or deletions to recurring events created in PracticeMaster must be made from PracticeMaster in order to synchronize successfully.

Note: The ability to synchronize recurring events from Outlook or PracticeMaster in Version 2023 is specific to the Microsoft 365 Exchange Connector. The on-premises Exchange Connector and non-Exchange Outlook Synchronization continue to require that recurring events be synchronized from PracticeMaster, regardless of version.

How can I view the attendees for meetings synchronized from Outlook?
If you are using the OEM Form Designer layout for the Calendar file, then updating to Version 2024 (Build 24.1.14) or later will automatically add the Required and Optional fields to the Calendar window. If you have customized the Form Designer layout of the Calendar window prior to updating, you must manually add the new fields to the layout in order to view them. See KB Article R11001, "How to Add New Fields to PracticeMaster Files and Form Layouts," for information on adding new fields to a form layout. These fields will show either the contact's full name or email address if the Full Name field is blank in the contact record.

Note: The Required and Optional fields are read-only in PracticeMaster. Changes made to the attendee list in Outlook will be synchronized to PracticeMaster.

Global Administrator and User Credentials

The Global Administrator credentials are only used for the initial authorization of the Exchange Connector to access accounts on the Exchange Online / Microsoft 365 server. When you enable the Exchange Connector with the Exchange Online option selected and click the Test Server or Test Permissions button, the Tabs3 Software requests a token from the Exchange Online server with specific access rights to that server. The software then prompts for Global Administrator credentials in order to authorize that request. Once the token is authorized, the Exchange Connector has direct access to the Exchange Online server.

The Global Administrator token is also used to access event and contact folders on the Exchange Online server. When you switch to the Exchange Online option, the software automatically detects each user's event and contact folder based on their existing Outlook Synchronization settings. Users who also synchronize tasks are required to manually enter their credentials to request the token for their task folder after the change, which obtains a security token for their task folder. After that point, users who configure Outlook synchronization must enter their credentials during the setup process in order to select their event, task, and contact folders and obtain their task folder security token.

Does the Tabs3 Software store our Global Administrator or user credentials?
No; the credentials are only used for the initial authorization and are not stored.
Does the Exchange Connector use the Global Administrator account to communicate with the Exchange Online server?
No; the Exchange Connector communicates directly with the Exchange Online server using its security token.
Does the Global Administrator user need to have a license for Microsoft 365 applications?
No; only an Exchange Online user account with Global Administrator rights is required.
Can we temporarily assign Global Administrator rights to an existing account to authorize the Exchange Connector and then revoke those rights?
Yes; the Global Administrator account that was used to authorize the Exchange Connector is not linked to the Exchange Connector in any way. The account can have its privileges reduced or even be deleted without affecting the Exchange Connector's access to the server.
Will changing an individual user's Microsoft 365 password disable their synchronization?
No; their events and contacts will continue to synchronize using the Global Admin token, and their task folder security token will continue to be valid until it is revoked by an Exchange Administrator or expires due to inactivity (typically 90 days).

Troubleshooting

General

I entered the wrong Microsoft 365 credentials when was I prompted for them in the Outlook Synchronization window in PracticeMaster. How can I switch to the correct credentials?
You can force the Outlook Integration window to display the PracticeMaster / Exchange Integration Consent window using the following steps.
  1. Open PracticeMaster on your workstation.
  2. In the Quick Launch, search for and select "Outlook Synchronization."
  3. Note the state of the Synchronization Settings sections on both the Calendar and Contacts tabs.
  4. Clear the PracticeMaster to Outlook check boxes in the Synchronization Settings sections on both the Calendar and Contacts tabs.
  5. Save and close the Outlook Synchronization window.
  6. Open the Outlook Synchronization window again and select the PracticeMaster to Outlook check box on the Calendar tab. Restore the settings you noted in step 3.
  7. Click the Select Folder button. You will be prompted to enter your Microsoft 365 credentials again. Confirm the folder mappings for all record types you are synchronizing (i.e., Events, Tasks, and/or Contacts).
  8. Save and close the Outlook Synchronization window.
A folder I added to my Exchange Online account in Outlook for events, tasks, or contacts is not available for synchronization with PracticeMaster. How can I make the folder display in PracticeMaster?
Occasionally folders created in Outlook are not immediately registered on the Exchange Online server. You can resolve this issue by logging into your Exchange Online account at https://login.microsoft.com and accessing Outlook.
We are seeing multiple "Request aborted" messages in the Outlook Synchronization Log for automatic and periodic synchronizations.
This can occur if users are running manual synchronizations on a regular basis, particularly if they leave the confirmation window unattended. When connected to the Exchange Online server, manual synchronizations will prevent any automatic or periodic synchronizations from occurring until the manual synchronization is complete. Once the manual synchronization is complete, records that were prevented from synchronizing will be included in the next periodic synchronization.

Note: The vast majority of calendar records entered for other users will be synchronized automatically using the Exchange Connector. If calendar records entered for other users are not synchronizing automatically, contact Tabs3 Support for assistance.

Calendar entries do not appear to be synchronizing automatically or take longer to synchronize after switching to the Exchange Online / Microsoft 365 synchronization option.
There are two points to keep in mind after switching to the Exchange Online / Microsoft 365 synchronization option:
  • After switching to the Exchange Online / Microsoft 365 synchronization option, an initial periodic synchronization is performed to update all the existing synchronized records. This synchronization can take a significant amount of time to complete depending on the number of users and records.
  • Individual users who change their folder settings when configuring task synchronization must run a critical synchronization. While the critical synchronization is in progress, all other synchronization is suspended, including automatic synchronization.

Therefore, any issues you encounter with automatic synchronization initially may be the result of these processes. Once all these processes are complete, almost all synchronization should be occurring automatically. Additionally, PracticeMaster now synchronizes with the Exchange Online server rather than the local Outlook installation. This can result in a slight delay (up to two minutes) between the time a calendar entry is created or modified in one application and the time it is applied to the other application as the information travels over the Internet.

When I delete recurring events I created in Outlook from Outlook, the deletion is not being synchronized to PracticeMaster immediately.
The Exchange Connector cannot synchronize the deletion automatically in these circumstances. The recurring event will be deleted from PracticeMaster during the next manual or periodic synchronization.

Note: Synchronization of recurring events created in Outlook requires Version 2023 or later.

When I delete meetings I created in Outlook from Outlook, the deletion is not being synchronized to PracticeMaster immediately.
Meetings deleted from Outlook are not deleted from PracticeMaster by the automatic synchronization. Instead they are deleted during the next manual or periodic synchronization.

Note: Meetings created in Outlook are synchronized to PracticeMaster when they are received rather than when they are accepted. If you decline a meeting, it will be deleted from PracticeMaster during the next manual or periodic synchronization.

Error Messages

"In order to receive Exchange Connector system status notifications, you must enable Email Notifications.
Would you like to do this now?"
This message is displayed after enabling the Exchange Online synchronization option for the Exchange Connector if email notifications are not already configured for the Exchange Connector. We recommend enabling these notifications to ensure that someone is notified in the event that the Exchange Connector goes offline. See the Configure Email Notifications section for more information.
"Outlook synchronization for tasks is suspended until your Exchange Online credentials have been confirmed. Please verify your account now in Outlook Synchronization."
When using the Exchange Connector with the Exchange Online synchronization option, each user that synchronizes tasks must confirm their Exchange Online credentials. See the Authorize Task Synchronization for all PracticeMaster Users section for more information.
"When synchronizing with Microsoft 365, you must select a specific date range to sync that does not exceed 4 years."
This message is displayed on the Calendar tab of the Outlook Synchronization window if you select a range greater than four years in the Date Range section. Due to limitations with the Exchange Online server, date ranges greater than four years are not supported.
"Cannot sync All Dates when synchronizing with Exchange Online/365."
This message is displayed on the Calendar tab of the Outlook Synchronization window if you select the All Dates option in the Date Range section. Due to limitations with the Exchange Online server, date ranges greater than four years are not supported.
"This event is part of a recurring series in Outlook. Changing this event in PracticeMaster will change the corresponding occurrence in Outlook, but will not delete the rest of the series. If you want to modify the other occurrences in Outlook, you must change from Outlook instead of PracticeMaster.
Do you want to continue changing this event in PracticeMaster?"
This message indicates that you are attempting to change one or more recurring event records from PracticeMaster that originated in Outlook. When recurring events are synchronized, they are synchronized as a series of linked records rather than a single recurring record. As a consequence, recurring events must be modified in the application where they originated in order to affect the entire series of linked records (i.e., recurring events created in Outlook must be changed from Outlook and recurring events created in PracticeMaster must be changed from PracticeMaster). Click Yes to change only the selected event or click No to cancel the change.
"This event is part of a recurring series in Outlook. Deleting this event in PracticeMaster will delete the corresponding occurrence in Outlook, but will not delete the rest of the series. If you want to delete the other occurrences in Outlook, you must delete from Outlook instead of PracticeMaster.
Do you want to continue deleting this event in PracticeMaster?"
     ...or...
"One or more of the events are part of a recurring series in Outlook. Deleting an event in PracticeMaster will delete the corresponding occurrence in Outlook, but will not delete the rest of the series. If you want to delete the other occurrences in Outlook, you must delete from Outlook instead of PracticeMaster.
Do you want to continue deleting the events in PracticeMaster?"
These messages indicate that you are attempting to delete one or more recurring event records from PracticeMaster that originated in Outlook. When recurring events are synchronized, they are synchronized as a series of linked records rather than a single recurring record. As a consequence, recurring events must be modified or deleted in the application where they originated in order to affect the entire series of linked records (i.e., recurring events created in Outlook must be changed or deleted from Outlook and recurring events created in PracticeMaster must be changed or deleted from PracticeMaster). Click Yes to delete only the selected event(s) or click No cancel the deletion.
"Unable to retrieve Outlook folders.
Reason: ErrorInvalidUser: The requested user <userid> is invalid."
This error can occur in PracticeMaster when selecting which folders to synchronize for a user. To resolve this error:
  1. Launch System Configuration and log in as a user with Manager rights.
  2. From the Settings menu, select Microsoft Exchange Integration.
  3. Click the Test Server button. The PracticeMaster / Exchange Integration Consent window will be displayed:
  4. Enter the email address of an Exchange Online user with Global Administrator rights and click the Next button. (Note: Ensure that the email domain of the Global Adminstrator user matches the email domain of the user receiving the error.)
  5. Enter the password of the Exchange Online user you specified and click the Sign In button. (Note: If two-factor authentication is enabled for this account, you must approve the login using one of the available methods before proceeding.)
  6. Scroll to the bottom and click the Accept button.
  7. Review the Test Server Report, then save and close the Microsoft Exchange Integration window.

Once you have performed these steps, attempt to configure the users Outlook Synchronization settings again.

"User must be authenticated to sync events."
     ...or...
"User must be authenticated to sync tasks."
     ...or...
"User must be authenticated to sync contacts."
These messages can be displayed for users that are configured to use multi-factor authentication (e.g., Duo) with their Office 365 accounts. Updating to Version 2024 (Build 24.1.18) or later will prevent this error from occurring.
"ResourceNotFound: User Not Found"
This error message can occur when clicking a Select Folder button in the Outlook Synchronization window in PracticeMaster. To resolve this error, a user with Global Administrator credentials to the Exchange Server must do the following:
  1. Open System Configuration and log in as a user with manager rights.
  2. From the Settings menu, select Microsoft Exchange Integration.
  3. Click the Test Server button.
  4. Enter the Global Administrator credentials.
  5. Proceed with the Test Server process.
  6. Close System Configuration.

Once this process is complete, click the Select Folder button again. If the error persists, contact Tabs3 Support for additional assistance.

Note: Updating to Version 2022 (Build 22.2.9) or later will reduce the likelihood of this error occurring in the future.

Outlook Sync Log Messages

An error occurred when trying to access the Exchange event folder. No event records were synchronized for <USER>. User must re-select Event folder.
     ...or...
An error occurred when trying to access the Exchange contact folder. No contact records were synchronized for <USER>. User must re-select Contact folder.
     ...or...
ErrorInvalidIdMalformed: Id is malformed.
     ...or...
An error occurred when trying to access the Outlook task folder. Task records for <USER> are suspended. Access Denied. Refresh Token Invalid.
These messages indicate an issue with the specified user's synchronization folders. The following steps can be used to verify the user's folder settings:
  1. Open PracticeMaster and log in as the specified user.
  2. In the Quick Launch, search for and select "Outlook Synchronization."
  3. Confirm the folder mappings for all record types you are synchronizing by clicking the Select Folder button for each record type (i.e., Events, Tasks, and/or Contacts) on the Calendar and Contact tabs. If you are prompted for Exchange Online / Microsoft 365 credentials, enter that user's credentials.
  4. Once you have confirmed all of the folder mappings, click OK.
    1. If any changes were made to the folder mappings, you will receive a message stating that a critical synchronization will need to be performed. Click Yes to run the critical synchronization.
    2. Once the critical synchronization is complete, a manual synchronization using the current synchronization settings will be performed automatically.
  5. Verify that Outlook synchronization is working by creating a test entry in PracticeMaster labeled "Test from PM". If you are also synchronizing from Outlook to PracticeMaster, create a test entry in Outlook labeled "Test from Outlook". Use the Outlook Sync Log to confirm that these entries synchronized correctly.

Note: If the user receiving the error is no longer synchronizing with Outlook, use the following steps to disable Outlook synchronization for that user:

  1. Open PracticeMaster and log in as the specified user.
  2. In the Quick Launch, search for and select "Outlook Synchronization."
  3. On the Calendar tab, clear the PracticeMaster to Outlook check box.
  4. Click the Contacts tab and clear the PracticeMaster to Outlook check box.
  5. Click OK.

If the user is no longer with the firm, you can also mark them inactive in System Configuration:

  1. Open System Configuration and log in as a user with manager rights.
  2. From the File menu, point to Open and then select Users.
  3. Select the user you want to disable in the User ID field.
  4. Select the Inactive check box and click Yes when prompted to disable Outlook Synchronization for the user.
  5. Save and close the user record.
Error updating Outlook record: Unknown Graph error. Status code: 503.
     ...or...
Error updating Outlook record: serviceNotAvailable: The server cannot service this request right now. Try again later.
This message indicates that the Exchange Online server was temporarily overloaded or unavailable (e.g., undergoing maintenance) when the synchronization occurred. Any calendar or contact changes that were missed as a result of this error will be included during the next periodic or manual synchronization.
Error updating Outlook record: (0x80004005) MAPI_E_CALL_FAILED: Unspecified error
     ...and...
Error updating Outlook record: Cannot find Outlook record
These messages in combination indicate that a user cleared an alarm in PracticeMaster for a meeting that had already been canceled in Outlook via a notification email. This results in PracticeMaster being unable to locate the meeting in Outlook to update the alarm, and could also result in the meeting being synchronized from PracticeMaster back to Outlook during the next periodic synchronization. Updating to Version 2024 (Build 24.2.x) and later will generate an Outlook Sync Log entry stating "Outlook Event record not found for update. Skipping meeting record." and prevent the meeting from being synchronized back to Outlook with no action required.
ResourceNotFound: User Not Found
To resolve this error, a user with Global Administrator credentials to the Exchange Server must do the following:
  1. Open System Configuration and log in as a user with manager rights.
  2. From the Settings menu, select Microsoft Exchange Integration.
  3. Click the Test Server button.
  4. Enter the Global Administrator credentials.
  5. Proceed with the Test Server process.
  6. Close System Configuration.

Note: Updating to Version 2022 (Build 22.2.9) or later will reduce the likelihood of this error occurring in the future.

Synchronization date range changed from <previous range> to 2 weeks in the past to 12 months in the future.
This message is displayed if the Date Range specified on the Calendar tab of the Outlook Synchronization window was greater than four years or set to All Dates when you enabled the Microsoft 365 Exchange Connector. Due to limitations with the Exchange Online server, date ranges greater than four years are not supported, and this setting is automatically reverted to the default date range.
Unable to register for notifications... InvalidRequest: Subscription validation request failed. Response must exactly match validationToken query parameter.
This message indicates that the Exchange Connector was unable to validate a request due to excess server traffic. Update to Tabs3 Software Version 2022 (Build 22.2.6.1107) or later to prevent this issue from occurring. See KB Article R10154, "How to Download Files from Tabs3 Software Download Pages," for more information on downloading the most recent update.
Unable to register for notifications on the Exchange <record type> folder: The following error occurred while trying to monitor Outlook folders for changes:
Internet Exception: A connection with the server could not be established.
This message is displayed when the login.microsoft.com domain is blocked, preventing the Exchange Connector from communicating with the Exchange Online server. Verify this domain is accessible from the Platinum server computer and then restart Tabs3 Connect.

To restart Tabs3 Connect

  1. Open System Configuration and log in as a user with manager rights.
  2. Open the Tabs3 Connect Administration window (Platinum | Tabs3 Connect Administration).
  3. Click the Stop button. You will receive a notification that stopping Tabs3 Connect will immediately disconnect any users in Tabs3 Connect or the Client Portal. Click Yes to proceed.
  4. Click the Start button and close the Tabs3 Connect Administration window.
  5. Close System Configuration.

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