XCLN: Troubleshooting Schedule Synchronization in Schedule+ (170605)

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Background

Schedule+ can use a local .scd file that replicates the server based schedule file. This file allows Schedule+ to be used without a network connection. It also improves overall speed and response times, reduces network traffic, and prevents network-related interruptions.

When a user reconnects to the server after working locally, changes to the local .scd file merge with the schedule file on the server. While connected to the server, Schedule+ synchronizes the local .scd file automatically. The user is normally unaware that the files are being synchronized, because no confirmation prompts are displayed.

Synchronization Options

In Schedule+, if you click Options on the Tools menu, the following settings are available on the Synchronize tab.

Synchronize Every N Minutes:

This option sets the synchronization interval between 1 and 99 minutes of CPU idle time. Because this is based on CPU idle time, a heavily used system may not automatically synchronize regardless of this setting. Clearing this option turns off synchronization, and forces the local .scd file to be used exclusively.

Always Synchronize upon Exit:

This option synchronizes the local .scd file with the server copy when you exit Schedule+.

NOTE: Synchronization occurs only if the time interval specified by the "Synchronize every <n> minutes" option has expired.

Work Primarily from Local File:

This option saves updates to the local .scd file. Updates to the server are made according to the "Synchronize every <n> minutes" option, and whenever Synchronize Now is clicked. If a local .scd file does not exist, selecting this option generates a prompt for a new .scd name.

For additional information about creating an .scd file, please see the following article in the Microsoft Knowledge Base: NOTE: If there is a problem connecting to the Microsoft Exchange Server when you start Schedule+, or if you run Schedule+ offline, this option is automatically selected. You must clear this option again to work exclusively from the server.

NOTE: If others regularly update your schedule, you should probably clear this option. This insures that updated information from the server is always being displayed.

Synchronize Now:

This button causes the local .scd file and the server schedule file to synchronize immediately. You must run Schedule+ online for this option to be available.

For additional information, please see the following article in the Microsoft Knowledge Base:

Troubleshooting

IMPORTANT: Before you perform these steps, you should first make a backup copy of your schedule data. To do this, point to Export on the File menu, and then click Schedule+ Interchange.

NOTE: If you are using Microsoft Exchange 4.0, update BOTH the Exchange client and server to Service Pack 2 (or later) prior to performing any synchronization troubleshooting. This corrects certain major issues with file locking.

Typical issues that may arise with schedule synchronization include:

• A delegate updates their manager's schedule, and the manager cannot see the update.
• A user has updated their schedule, but others viewing the schedule cannot see the updates.
• Synchronization error messages are displayed, either during startup or during synchronization.

To troubleshoot synchronization issues, you must do two things:

1. Determine if the problem is truly a synchronization problem, or a problem with the server based schedule data.
2. Determine if the problem is account (mailbox) specific, and if so repair the mailbox by exporting the data and resetting the account.

The rest of this article describes a specific sequence of methods for troubleshooting synchronization issues. If a given method does not resolve the problem, go on to the next method.

Setup Schedule+ to Work Strictly from the Server:

To test if there is a synchronization problem, follow these steps to setup Schedule+ without a local .scd file (so there is nothing to synchronize).

1. On the File menu, click "Exit and log out."
2. Rename all local *.scd files to *.old
3. Start Schedule+, and in the "Welcome to Schedule Plus" dialog box, select "I do not want a schedule file on this machine."
   
   This prevents an .scd file from being created, and allows you to work directly from the server.
4. Test the creation of appointments, make a meeting, and so forth.

NOTE: Even when working strictly from the server, if a delegate (user2) changes the schedule for user1, user1 may need to switch views to immediately see the change. Under typical conditions, the screen refreshes within one or two minutes.

Create a New .scd File:

If no problems are encountered while working strictly from the server, follow these steps to create a new .scd file:

1. Start Schedule+.
2. On the Tools menu, click Options.
3. On the Synchronize tab, select "Work primarily from local file," and then click OK.
4. In the Select Local .SCD dialog box, enter the correct name in the File Name box, and then click Open.

A new local .scd file is created using the Schedule+ information from the Microsoft Exchange Server. Troubleshoot the Mailbox:

If Schedule+ stops responding while logging into a server based folder, follow these steps to determine if the problem is account (mailbox) specific:

1. Create a new profile to another mailbox on the same server.
2. Log on as a user who can use that mailbox. Start Microsoft Exchange, and then start Schedule+. Select the Connect option when prompted.
3. If both Microsoft Exchange and Schedule+ work correctly, then you may need to re-create the original mailbox of the user. See the "Creating a New Mailbox" section later in this article.
4. If the user still can not log on, then it may be necessary to check for network connectivity issues or reinstall the Microsoft Exchange Client.
   
   For additional information about reinstalling the client, please see the following article in the Microsoft Knowledge Base:

   165961 How to completely remove the WIN95 and NT Exchange client

Attempt to Force Synchronization:

To attempt to have Schedule+ immediately synchronize with the server, follow these steps:

1. Start Schedule+ (online).
2. On the Tools menu, click Options.
3. On the Synchronize tab, select "Work primarily from local file," and then click Synchronize Now.

Reset Server Based Schedule+ Information:

If you suspect the server based Schedule+ information is corrupted, you may clear that information.

For additional information about how to do this, please see the following article in the Microsoft Knowledge Base: NOTE: You need to reset permissions on the schedule file after performing this procedure.

Creating a New Mailbox:

If resetting the Schedule+ file on the server does not fix the synchronization problem, you may need to re-create a new mailbox.

For additional information about how to do this, please see the following article in the Microsoft Knowledge Base: