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I've installed a Groupcal 3 update and I am still having problems ... what now?
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Article ID: 000013
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Problem:

If you've updated to a version of Groupcal 3 and are still having problems, please follow the steps below:



Solution:

Background
When you have an application that operates between two other applications and performs various translations and updates, there's some status information, called "state", which that application needs to maintain. Both Groupcal and OS X's Sync Services, which Groupcal relies upon, are such applications. Unfortunately, when there are problems and that state information gets damaged or out-of-sync, there will be cases where the damage won't be detected and/or fixed by the application, even with later versions.

Furthermore, since Exchange does not provide transaction-based interfaces, state corruption is always possible. We've also seen that OS X's Sync Services state can get corrupted. The result of these limitations is that sometimes state information will have to be reset and rebuilt and/or errors resulting from crashes and/or software problems will have to be corrected manually. The first correction step is to reset and rebuild the state information, which is what step 1 in the "Updating to a later version of Groupcal 3" section of Groupcal's "Read Before You Install" document, would have you do.

Note that, in some circumstances beyond the control of Groupcal, synchronizing can cause data duplication and/or loss in either Exchange and/or iCal—e.g., synchronizing when OS X's Sync Services state has been corrupted or an Exchange mailbox has been moved by a system Administrator.

Before you do anything ...
You should always have backups before performing updates and/or setup changes. You can backup your iCal calendars via iCal's "File --> Back up Database..." menu. If your iCal calendars become damaged by any of this process, you can restore your iCal calendars via iCal's "File --> Revert to Database Backup..." menu. Similarly, you should have a backup of your Exchange server information that can be restored, if required.

Problem-Solving Steps
Most situations will not require completing all the following steps.

A) First of all, please ensure that you've installed the latest version of Groupcal 3 and read the release/history notes. (be sure to read and carefully follow Groupcal's "Read Before You Install" document). If those steps lead you back to this document, proceed to step B, below. If Groupcal is still having problems, proceed to the next step.

B) When you installed the current version of Groupcal 3, if you did not already do step 1 in the "Updating to a later version of Groupcal 3" section of Groupcal's "Read Before You Install" document, then do it now. Step 1 is often referred to as the "complete re-vamp" strategy and involves a complete uninstall, preferences removal, de-registration with sync services and reinstall. If Groupcal is still having problems, proceed to the next step.

C) Review the Knowledgebase article Syncing isn't working ... is there a "master reset" I can use? and use iSync to reset OS X's Sync Services if it seems to be required. If Groupcal is still having problems, proceed to the next step.

D) Be sure your setup options are configured properly (Some options were very poorly labeled prior to version 3.30) See both the help/documentation (ignore the fact that it indicates Groupcal 2) and the "Setting Up Groupcal" Knowledgebase articles .

If you previously used Groupcal 3.0 or 3.01, then there's a chance that some date/time issues will be left over from those versions of Groupcal because those versions converted events to GMT time zone and did so incorrectly, so often altered date/time information during a sync. If an event's date/time was altered by version 3.0 or 3.01 of Groupcal, it will have to be fixed manually in iCal. To fix, you should change the time zone and time to the correct time, then synchronize. If Groupcal is having other problems and/or still having problems, proceed to the next step.

E) If you have done the complete uninstall/de-registration from step B, done the iSync/Sync Services reset if required as per step C and corrected any date/time issues per step D and one or more of the following is still occurring ...

– some events appear duplicated in Exchange (i.e., when viewed via Outlook or the Web Client)

– some items, originally created in iCal, have been deleted from Exchange and these now get deleted from iCal, also

– other behaviors that seem to indicate that Exchange and iCal are out of sync

... then you'll need to do some manual adjustments.

These are likely problems created by out-of-sync state information (see the "Background" section, above) and will not be detected and/or corrected by Groupcal. There can be situations where either Exchange entries and/or iCal entries will need to be manually adjusted.

In these situations, using the following steps is often a good strategy:

  • Backup the iCal database via iCal's "File-->Back up Database..." menu

  • Start Groupcal and make note of the Groupcal settings for the calendar in question (you can take screenshots of a window by typing CMD-Shift-4 then press the SPACE-bar then click on the window you want to capture, or press the ESC key to cancel the screenshot)

  • In Groupcal, delete the calendar that contains the problem entries

  • Restore the iCal database via iCal's "File-->Revert to Database Backup..." menu

  • In Groupcal, press the "Re-read calendars" button

  • Re-enter the Groupcal settings for the re-read calendar

  • Synchronize the re-read calendar

  • Delete any duplicates created (do this in Exchange and/or in iCal)

  • Synchronize the re-read calendar again

  • That calendar should now be in a consistent state

  • If you need to correct many instances of the same kind of problem, it's a good idea to attempt to correct only a few examples then perform the remaining steps to ensure that the correction strategy is fully working, before applying the corrections to the entire set of items.

    If Groupcal is still having problems, proceed to the next step.

    F)If you did not already use iSync to reset OS X's Sync Services as per step C, then do that now. If Groupcal is still having problems, proceed to the next step.

    G)If you have done all of the above and are still having problems, please create a support Ticket. Be sure to include information about the remaining problem(s) and indicate exactly:

    – what you've done

    – what did and/or didn't work

    – any error messages and/or logs that are visible via the Console application (in Applications/Utilities)

    Even better, capture a Groupcal troubleshooting logand send it to us, along with the above-requested information.

     




Related Articles
All-day events created in iCal show as "busy" in Exchange.
Where's the help/documentation for Groupcal 3?
Things you should know about all-day events.
Careful ... iSync operations can affect Groupcal syncing!
Syncing isn't working ... is there a "master reset" I can use?
How do I capture some troubleshooting information to send?
I've tried everything else but still can't successfully complete a sync operation ... what now?
Things you should know about iCal's Mail.scpt file.
The Groupcal status item is not being shown in the menu bar.
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