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Troubleshooting Rooms
Troubleshooting Rooms

This article will go into common errors with Rooms and how to fix them.

Updated over a year ago

All Calendar resources not syncing

Newly added resources can take some time to sync. Please allow 24-48 hours for the resources to show up.

Google Calendar resources

  1. The email used to authenticate your calendar resources needs to be a high enough admin level to grant Read and Write permissions to Envoy. 

  2. If the permissions are correct but Envoy is still not syncing Rooms, it's possible that your Trusted API setting is turned off. You'll need to grant Envoy access to Google's API. Here's a Google guide on how adjust this setting.

You will also need to ensure that your Rooms are setup as a Resource properly. To verify, you can go to your calendar to create a meeting and verify that you select a meeting room the same way as the gif below.

Outlook Calendar resources

  1. If you have a hybrid O365/On-Prem environment rooms will not sync over.

  2. You'll need to be authenticating with a super/global admin email who has the ability to allow Envoy read and write permissions on your room resources.

You will also need to ensure that your Rooms are setup as a Resource properly. To verify, you can go to your calendar to create a meeting and verify that you select a meeting room the same way as the gif below.

Some calendar resources syncing

Newly added resources can take some time to sync. Please allow 24-48 hours for the resources to show up.

Google Calendar

  1. This is likely due to the email used to authenticate your calendar resources not being an admin on every room you are trying to sync. 

  2. Log into https://admin.google.com/ and go to https://calendar.google.com/calendar/. Click the Settings button. Go to the calendar for the failed room and share the calendar with the connected account.

Outlook Calendar

  1. Go to your Azure portal, find Enterprise applications and navigate to Rooms, click into it and look at "permissions". The permissions given should match the following.

  2. If those look good navigate to "my apps"

  3. Find "Envoy rooms" and click the 3 dots to the right

  4. Click "Manage application"

    1. Here you will be able to expand the permissions, if you are the admin who set up rooms you will see both, if you are not the admin you will see only the bottom portion.

  5. If the permissions don't read as above for the "permissions your admin consented to" you will need to

    1. Delete the Envoy Rooms app from Azure

    2. Remove your calendar from Envoy

    3. Re-authenticate into Azure from the Rooms dashboard

      1. This may take up to 24 hours to propagate Rooms in the dashboard

        1. If you still don't see the rooms or proper permissions after the 24 hour period go back to step 2 and make sure you have permissions now.

        2. If you're still needing help contact us.

Book now and End meeting not saving on the display

With both Outlook and GSuite you might click "Book now" or "End meeting" and it will work for about a minute and then revert back. This means that this calendar has no write permissions given to Envoy. 

To give write access to envoy for your room resources you'll need to edit the settings of the specific calendar.

Display is not showing my calendar events

If you had previously connected Rooms and everything was working as expected but now your Room Display is not showing the rooms or any of the meeting icons (Essentially it looks blank like the below image)

You will need to remove your connected calendar and then re-authorize it.

How to remove and reauthorize your connected calendar

  1. Go to Rooms > Settings

  2. Find the connected calendar and click the 3 dots to the right side of the modal

  3. Click "Remove calendar" > On the modal that appears click "Delete" to confirm

  4. You'll be led back to the original screen you used to set up Rooms, select whether you connect via Google or Office 365.

    1. Please note that you do have to be an admin in these platforms to connect, if you are not the admin who originally connected your calendar please be sure you have proper permissions

How to report a problem on the iPad

If you're noticing an issue with the iPad paired to your room (calendar not updating, pairing screen not working, etc.) you'll want to triple tap the iPad screen and then fill out the email with as much detail as possible so we can get a good grasp of the problem. 

Related Articles
Connecting your calendar
Managing your Rooms
About Envoy Rooms
Preparing your Office 365 calendar
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