# 7. Common Issues and Checks
Checks to perform when a user cannot connect or data does not synchronize correctly.
# User Cannot Connect
When a user cannot connect Exchange, first determine whether the issue affects Microsoft 365 or Exchange Server.
## Microsoft 365
The normal connection procedure, **Connected** status and renewal of expired access are described in [Connecting a Microsoft 365 User](https://manual.vtenext.ch/books/exchange-connector-vtenext-Hfx/page/connecting-a-microsoft-365-user).
If **Connect** or **Renew access** does not complete the connection, check the Microsoft account used, the vtenext session and the Office365 configuration. For Proxy/Custom App parameters, see [Configuring Microsoft 365](https://manual.vtenext.ch/books/exchange-connector-vtenext-Hfx/page/configuring-microsoft-365).
## Exchange Server
If the Exchange Server user test fails, verify Exchange Username, Exchange Password, Mail Server, Exchange server reachability and any Resource/Impersonation permissions. See [Configuring an Exchange Server User](https://manual.vtenext.ch/books/exchange-connector-vtenext-Hfx/page/configuring-an-exchange-server-user).
An HTTP 401 error normally means that the server did not accept the credentials.
## After correcting the issue
1. Save the configuration or user profile.
2. Repeat the connection or credential test.
3. Verify selected folders.
4. Create one test record.
5. Check synchronization in both directions.
# Data Does Not Synchronize
If the user is connected but a record does not synchronize, first check the connector configuration and the record context.
## Initial checks
- the relevant module is enabled;
- the user is connected correctly;
- the correct folder is selected;
- the record belongs to the expected user;
- for Contacts or Organizations, the mapping contains the field being checked;
- an initial synchronization or resynchronization is not still in progress.
## The record exists but a field does not change
For Contacts and Organizations, check the mapping. If the field is not mapped, the connector cannot transfer its value. If the mapping was changed recently, wait for resynchronization to complete before changing the configuration again.
## It works in one direction only
1. Create or edit a record in vtenext and check Exchange.
2. Edit the same record in Exchange and check vtenext.
If only one direction fails, record exactly which step fails. This helps distinguish an outbound issue from an inbound issue.
## The problem affects only one user
Check the user's connection or credentials, selected folders, record assignee and any Resource/Impersonation configuration.
## The problem affects all users
Check the global configuration and automatic connector processes first. Do not disconnect all users as the first troubleshooting step; if the problem is global, reauthorization will not fix the root cause.
# Checking Automatic Processes
Exchange Connector uses automatic processes to keep synchronization active and manage recurring events.
Their status is available under **Settings > Exchange Connector**.
## Main processes
- **ExchangeControlCron**: handles normal Exchange synchronization and checks;
- **InfiniteRecurrencesCron**: extends recurring events without an end date.
**Information**
After a new installation, automatic processes may initially be disabled and should only be activated after connector configuration is complete.
## What to check
For each process, verify that it is **Active**, that **Last Run** is updating, that the process does not remain stuck and that the attempt counter does not continue increasing.
## If a process is disabled
After verifying that the connector is configured correctly, use **Activate**.
## If the issue has been fixed but the process does not restart
After correcting the cause, use **Reset Status**, **Reset Attempts** and finally **Run Now** for an immediate check.
## When to use Kill
**Use Kill only for a genuinely stuck process**
Do not use **Kill** as a normal restart method and do not click it repeatedly.
## If all users stop synchronizing
Check these processes before disconnecting or reconfiguring users. If the main process is not running, the issue is global and does not necessarily depend on individual user accounts.
# Problems After a Mapping Change
This page contains only the checks to perform when the result after a mapping change is not what you expected. For the normal behavior of saving a mapping, first read [What Happens When a Mapping Is Changed](https://manual.vtenext.ch/books/exchange-connector-vtenext-Hfx/page/what-happens-when-a-mapping-is-changed).
## Records disappeared from Exchange
If the mapping was just saved, wait for resynchronization to complete before intervening. Original vtenext records are not deleted by the mapping change.
## Records return but some fields are empty
Check that the field is mapped, the field type is compatible, the value exists in vtenext and the primary e-mail is still mapped correctly. For mapping rules, see [Editing a Mapping](https://manual.vtenext.ch/books/exchange-connector-vtenext-Hfx/page/editing-a-mapping).
## Duplicates are created
**Do not force additional synchronizations**
Do not keep changing the mapping until the cause has been identified.
Check whether the previous resynchronization had finished, folders were also changed, users were reconnected at the same time, or bulk imports were performed.
## Returning to the previous mapping
Use the screenshot or documentation saved before the change. Saving the old mapping again also starts another resynchronization; it is not an instant undo.
# License or Connector Components Unavailable
If the Exchange Connector page requests a license or displays a message that prevents normal use of the module, identify the type of warning before changing users or mappings.
## License not active
1. Enter the license key provided for the connector.
2. Click **Verify**.
3. Wait for activation confirmation.
4. Reload the Exchange Connector page.
**If the key is rejected**
Check that it was copied completely and without extra spaces. If the problem continues, contact the license provider.
## Error while installing components
After installation or upgrade, a message may indicate that one or more components required by Exchange Connector were not installed correctly.
Use the **Retry** action if available. If the retry fails again, the issue must be checked on the vtenext server. Common causes include:
- the server cannot reach the required Internet services;
- a firewall or proxy blocks downloads;
- required PHP extensions are unavailable;
- the server does not have the required write permissions.
These checks must be performed by the server administrator.
## What not to do
**Do not change the configuration until the error is resolved**
Avoid disconnecting all users, repeatedly changing the Exchange type, changing mappings or starting mass resynchronizations. Restore normal connector operation first.
# Information to Collect Before Contacting Support
Before opening a support request, collect precise information so the issue can be identified more quickly.
## Information to provide
- Exchange Connector version;
- configured Exchange type: Office365, Exchange 2016, Exchange 2019 or Exchange SE;
- whether Office365 uses vtenext Proxy or a Custom Microsoft App;
- name of the affected user;
- affected module: Events, Tasks, Contacts or Organizations;
- direction that does not work: vtenext → Exchange or Exchange → vtenext;
- approximate date and time of the test;
- ID or name of the test record;
- selected Exchange folder;
- any recent changes to provider, account, folders or mapping.
## Useful screenshots
When possible, include:
- the user's connection status;
- the Exchange Connector page showing automatic process status;
- the mapping for the affected module;
- the complete error message;
- the test record in vtenext and the corresponding Exchange item.
Do not include passwords, Client Secrets or other credentials in screenshots.
## Describe a reproducible test
A useful report is specific, for example:
> User John Smith, Office365 Proxy. At 10:15 I created the event “TEST EXCHANGE 123” in vtenext. After the normal synchronization cycle, the event does not appear in the selected Exchange calendar. Changes from Exchange to vtenext do work.
This is much more useful than a generic report such as “Exchange does not work”.