How To Troubleshoot Free/Busy

This KB article will help you to troubleshoot your configuration for the Free/Busy component of Cloudiway’s enterprise coexistence service.

Always check the User list

On the Cloudiway platform, in the Free Busy, User List

• If the user list is not empty, ensure that the user that you are trying to lookup is defined in the list and assigned to the correct connector.
• If the user list is empty, only one connector must contain the domain name of the user.

Google Troubleshooting

If you are having issues looking up the Free/Busy of Google users from a target system:

Check the Google connector. Ensure that:

1. The Domain Name is correctly typed (it must match the domain name of the user being queried).
2. The email provided in the Administrator field has access to Google Calendar: this account is used to query the Free/Busy.  You may need to log in to Google with that service account credentials to test and see if you can see the Google user’s calendar.
3. The feeds are correctly set, the scope for the Service Account must contain https://www.googleapis.com/auth/calendar.freebusy (see the following article for more details: https://help.cloudiway.com/article/g-suite-connector-configuration/)

If you have issues looking up the Free/Busy of remote users from a google user:

Verify your Calendar Interop configuration:
Go to https://admin.google.com, click on Apps, Google Workspace, and then on Calendar.
Scroll down and click on Calendar interop management.
In the Settings tab, check the following:

1. Exchange Web Service URL matches the URL provided by Cloudiway
2. Exchange Role Account corresponds to your Cloudiway Consumer Key
3. Password must be your Cloudiway Consumer Secret

Office 365 or Exchange Troubleshooting

If you have issues looking up the Free/Busy of Office 365 users from a target system:

Check the Office 365 connector. Please ensure that:

1. The Domain Name is correctly typed (it must match the domain name of the user being queried).
2. The email provided in the Standard Account field has access to Office 365 Calendar, and that this user account has a valid Exchange license.
3. The Account Password is correctly typed

If you have issues looking up the Free/Busy of remote users from Office 365

Verify your Address Availability Space
Open a PowerShell console and connect to Exchange Online:

Connect-ExchangeOnline

Get-AvailabilityAddressSpace | Select ForestName, UserName, TargetAutodiscoverEpr | fl

Verify that:

1. The ForestName matches the target domain name you are trying to lookup.
2. The UserName matches your Cloudiway Consumer Key.
3. The TargetAutodiscoverEpr is the URL that Cloudiway has assigned to you.

If the Get-AvailabilityAddressSpace returns no results, consult the setup guide and add an Availability Space:


Exchange Online Address book

Exchange and Office 365 forward Free/Busy requests only for objects that exist in the Global Address Book.

You must create contact objects for all external email addresses that you want to lookup.
Open a PowerShell console and connect to Exchange Online. Search for your email over your company contacts:

Get-MailContact chloe@warmsushi.com

If the command returns something, it means that the contact exists in your address book.
If nothing is returned, please add a new contact and force the refresh of your address book.

Testing directly from Office 365 in a web browser is recommended.

Check the configuration of the “Organization relationship”