Calendar Integration Troubleshooting

This article provides steps to help troubleshoot common calendar synchronization issues between EnrollNow and third-party calendar platforms, such as Google Calendar or Outlook.

Calendar sync issues may occur when event details are missing, event identifiers do not match, a participant cannot be found, or the connected calendar needs to be manually refreshed.

Step 1: Review the Third-Party Activity Log

The Third-Party Activity Log can help identify and diagnose calendar sync issues.

To review the activity log:

Navigate to the study in EnrollNow.
Go to Study Settings.
Select Third-Party Activity Log.
Review the calendar activity records, including new events, rescheduled events, canceled events, and any error messages generated during the sync process.

NOTE: If EnrollNow encounters a calendar sync issue, a new log record will be created with the record type Error

Step 2: Understand Common Error Messages

The Third-Party Activity Log may display error messages that provide more information about why a calendar event did not sync successfully.

Error Message	What It Means
CustomId/attendee not found	The calendar event does not contain a valid Custom ID or attendee email.
Participant not found	A Custom ID or attendee email was found, but it does not match a participant in the study.
Participant Event not found	The participant exists, but they do not have an event of the corresponding type in EnrollNow.
Event not found	No matching event was found for the selected calendar and study. This may occur if a calendar was recently removed.
Participant has multiple events of the same type	The participant has more than one event of the same type, which may prevent the correct event from syncing.
All-day events are not supported	The calendar event must have a specific start and end time. All-day events will not sync.

Step 3: Avoid Common Scheduling Mistakes

Be aware of the following common scheduling issues that can prevent successful syncing:

Missing or Invalid Custom ID: Ensure every event includes a valid customId in the title or description.
Multiple Custom IDs in One Event: Only one customId is supported per calendar event. EnrollNow will default to the first listed.
Duplicate Events for the Same Participant: Only the event created first will sync to EnrollNow, regardless of their order in the calendar.
All-Day Events: EnrollNow does not support all-day events. Set a specific start and end time.
Identical Events: If multiple identical events exist, the most recently updated one will sync.
Incorrect Event Identifier: The event identifier in the calendar must match exactly with the identifier in EnrollNow (case-sensitive).
Incorrect Notation Format: Use the correct format:
```
[EventIdentifier] #customId
```
Example: [Visit1] #12345

Step 4: Manually Sync Calendars

If events still do not sync after correcting the issues above, you may need to manually resync your calendar integration.

Sync an Individual Calendar - To refresh events for one specific calendar, select the sync icon next to the calendar link.
Sync All Calendars for an Account - To refresh all calendars connected to a Google or Outlook account, select the sync icon next to the email address associated with the connected calendar account.
Manually syncing can be especially helpful after adding or removing a calendar from the integration.

Step 5: Review the Event in EnrollNow

After syncing, review the participant record in EnrollNow to confirm whether the event was created, updated, rescheduled, or canceled as expected.

If the event still does not appear correctly, return to the Third-Party Activity Log and review any new error messages.

Need Additional Help?

If you continue to experience calendar sync issues after completing these steps, contact EnrollNow Support at help@enrollnow.io for assistance.

When submitting a support request, please include:

The study name
The calendar platform being used, such as Google Calendar or Outlook
The date and time of the affected event
The event type or event identifier
Any error messages from the Third-Party Activity Log
Screenshots of the relevant calendar event or error message

Please ensure that screenshots do not include participant-identifiable information unless requested through an approved support process.