Datto Autotask PSA: I received a synchronization error email

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Issue

When I try to sync profile information between different platforms and Datto Autotask PSA, one of the following scenarios occurs:

  • I receive an email that reads, "One or more errors were encountered while attempting to sync Autotask and MS Exchange. A description of the error(s) can be seen below. If you continue to experience the error(s), please contact support@autotask.com."
  • When I start Microsoft Word, I get the error message, “Cannot start program. Required application not recognized.”

Environment

  • Datto Autotask PSA

Resolution

Check the Exchange Synchronization Account & General Configuration

1. Navigate to Autotask menu → Admin → Extensions & Integrations → Microsoft Extensions → MS Exchange.

2. On the General tab, verify that the settings are correctly configured in the Server Details section based on your environment (On-Premise, Hosted, or Office 365).

3. Check the User Name, Password and Domain fields (if applicable) in the Synchronization Account section.

4. If you are using Office 365 you must enter a space in the Domain field to save this page. Verify if you are using the credentials entered to synchronize or 'impersonate' all of the other users.

5. Click Save at the top of the page.

  • If the details were saved successfully you'll receive a message stating, "MS Exchange configuration successfully updated."
  • If the details were not saved successfully, review the settings above for accuracy and to ensure extra spaces are removed where applicable. App passwords are used if 2FA is enabled in Exchange.

Check the User's Profile mentioned in the message above

1. Using Admin credentials, navigate to Autotask menu → Admin → Extensions & Integrations → Microsoft Extensions → MS Exchange.

2. On the Resources tab, locate the user in question and click the hyperlinked date in the Last Attempted Synchronization column.

  • If the password field is greyed out, the user on the General tab is impersonating each user for purposes of synchronization, a password is not required.
  • If the password field is not greyed out, the user must enter their password to synchronize.
  • If the test connection is not successful and the password field is greyed out, either the information entered is incorrect or the user account entered on the General tab has insufficient permissions to impersonate the user mentioned.
  • If the test connection is not successful, the user name, password or Exchange email address is incorrect.

NOTE: If you are using 2FA in your Exchange environment you must create an app password for the extension to leverage this functionality.

Additional considerations

  • In some cases, the user on the General tab may be the same as the user on this page. Depending on the configuration of their Exchange environment, a user may not be able to impersonate themselves. The best practice is to have a dedicated, full-access user who has a mailbox on your server.
  • You can also manage your credentials for the integration rather than requiring an admin update them by navigating to the My icon, and selecting Miscellaneous → Profile → MS Exchange tab.
  • If the account configured on the General tab has insufficient permissions, or if you cannot impersonate a user for other reasons, uncheck the Use these credentials for synchronizing individual user accounts checkbox on the General tab under Synchronization Account.

Additional Resources


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