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Troubleshoot Your Calendar Integration

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  • Updated

You can take the following steps when your calendar integration cannot connect. Only the creator of the 1:1 can troubleshoot the calendar integration. 

Note: Calendar events created by third-party applications such as Clockwise and Reclaim.ai aren't supported by Lattice's calendar integration.

This article covers the following topics:

If you are experiencing any issues when attempting to sync your Google Calendar or Outlook with your 1:1 relationship, you may receive an email with the subject "Your 1:1's with [Name] have stopped syncing with your [Google/Outlook] calendar".

If you receive this notification and navigate to the 1:1 relationship in Lattice, you will see a banner stating "This 1:1 is currently unscheduled. Configure the next 1:1." If you run into this, you will want to remove Lattice's access from your calendar and reconnect. We recommend following the simple steps below.

 

Why am I receiving this message?

The most common reason an integration breaks is because the recurring event on your calendar was deleted. While you can change individual events, this may break the integration if the series changes. If your manager changes in Lattice, this could also break the integration. 

The integration may also break if the next scheduled event is more than four months into the future. Events that are meeting less than once every four months will be considered inactive and will deactivate. 

 

Troubleshooting: Disconnect or restore

You will need to Disconnect from the calendar event if: 

  • There is a problem between Lattice and the event in your calendar. This usually happens when you create a new recurring series event from your calendar instead of moving the individual event.  

You will need to Restore calendar sync if: 

  • The authorization to your calendar account has been broken. This usually happens when someone changes their password to their connected calendar account.
  1. Navigate to Home > Plan 1:1s > Select the desired 1:1 relationship. Alternately, you can click 1:1s in the left menu > Select the desired 1:1 relationship.
  2. Once in the 1:1 agenda, navigate to Settings.
  3. Under Calendar event sync, choose Disconnect from Calendar event or Restore calendar sync.
  4. Upon disconnecting, you will want to reconnect Outlook or Google Calendar again to reconnect the integration. 

Troubleshooting: When a calendar integration disconnects

When a 1:1 calendar integration stops syncing or Lattice cannot access the next 1:1 for any reason, users will receive an email to reconnect their calendar to their 1:1 event. 

If you receive this email, there are a few things you will want to check to ensure a seamless calendar integration: 

  1. Check if the event still exists as a recurring event in your calendar. The event should also be active and not have a "Cancelled" status in your calendar. 
  2. Do both emails match the users' profiles? Check to ensure that both manager and direct report's emails associated with the calendar event match their emails in Lattice. 
  3. Disconnect and reconnect the 1:1 calendar integration. If you notice that the calendar integration has disconnected, reconnect the integration with all of the correct fields in place. 
  4. Confirm the calendar event is scheduled no more than four months into the future. Recurring events that are not meeting as frequently as once per 4 months are considered inactive and will disconnect.

Troubleshooting Google Calendar

Re-adding Lattice's authentication

If you are experiencing issues with syncing your Google Calendar after disconnecting and reconnecting,  remove and re-add Lattice's authentication in Google Calendar. 

  1. Within your Google Calendar, navigate to Google logo in the top right corner, then Manage your Google account.
  2. Navigate to Security and scroll to Third-party apps with account access section. Click Manage third-party access.
  3. Next to Lattice, click Remove Access.
  4. Once you have removed access from Lattice, you will then reconnect your Google Calendar. 

Google verification issues

If you are getting an error that states Not Google Verified, you may have issues with your account's client_id. In this case, navigate to your Google Workplace account, and under App controls, please re-add Lattice. This ensures the client_id matches and is verified by Google.

Troubleshooting Outlook

Outlook Need Admin Approval error message

When integrating your 1:1 with Outlook, you may receive a Need admin approval error message.

Microsoft popup stating Need admin approval: Lattice needs permission to access resources in your organization that only an admin can grant. Please ask an admin to grant permission to this app before you can use it.

This error message indicates that additional permissions are needed in your organization's Microsoft instance. We recommend reaching out to your IT team and having them make sure that the following API permissions are given to Lattice from their Microsoft configuration:

  1. calendar.read
  2. offline_access
  3. openid.

For a step-by-step guide to adjusting admin permissions, check out Microsoft's Configure the admin consent workflow.

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