Hi ​@Nadège76266 - Thanks for reaching out on this! A couple things we can look into here right off the bat.

• Do you know if your exchange instance uses the ActiveSync protocol?  Currently, Calendly does not support the ActiveSync protocol and requires our customers be using EWS in order to leverage our Exchange connection.

• Do you use Two-factor authentication or Multi-factor authentication when logging into exchange? If so, you may need to switch to using our Outlook Desktop plugin to have a more stable connection.

Could you confirm these two things? You may need to contact your IT or the Exchange Admin as they would know the answer. 

Let me know!

Hi ​@David,

Thank you for getting back to me so quickly and providing more information!

To address your questions:

1. Regarding the ActiveSync protocol, I’m not entirely sure if my Exchange instance uses it. However, I would assume it doesn’t. As I mentioned in my previous message, everything has been working fine for the past 1.5 years and still functions intermittently. If Calendly didn’t support ActiveSync, I believe it wouldn’t have worked at all from the beginning, correct?

2. As for Two-factor or Multi-factor authentication, I do not use either when logging into Exchange.

Just to clarify, I work on my own, so I am essentially my own IT team and don’t have an Exchange admin per se. I subscribed to Exchange email via Ionos to have a professional email, and that’s the extent of my setup.

Please let me know if there’s anything else I should confirm or if additional steps are required on my end. 

Looking forward to your advice on resolving this!

Best regards,

Okay great, thanks for checking all of that.

In this case, I would work with our support team from here, they’ll be able to dig into more of the backend and any error your might be running into. You can chat with them 24x7 here: https://help.calendly.com/hc/en-us/requests/new

I would also include those two points I asked about, as they would ask about it as well. 

Let me know if you have any other questions!

Thanks ​@David . I have already checked with them, and unfortunately they haven’t been very helpful. They told me that the issue was probably coming from Microsoft Exchange severs but that’s all. 

Understood ​@Nadège76266 - I worked with them about your case a little bit here, heres the error we’re seeing in your account:

:calendar_name=>"Exchange Calendar", :action_name=>:fetch_calendars} exception=#<Faraday::TimeoutError #<Faraday::TimeoutError: Request timed out

In this case, this error is either coming from Microsoft or your Exchange provider, unfortunately this falls a bit outside of what we can control. I’d recommend contacting either Lonos or Microsoft from here to see if you can get any details from their end. They should either be able to resolve the issue, or provide you with more details  of whats going on.

Apologies we’re a bit limited here, but let me know if you have any other questions.