1. Appointments are not showing up in my calendar
If this appears: "There was an error creating the event. Please contact the technical support", there are a few things that users can check:
Please ensure there is a calendar selected when adding/updating the event
Please ensure the correct time is set against the event
If the appointment is for 2:30pm it should read 14:30 not 02:30 on the system
The start time should be greater than the end time (for example, ensure that 16:00-15:00 has not been set in error instead of 16:00-17:00)
For Office365, the selected calendar should be in the format of 'Calendar (username)'
For example, 'Jane (Mr Joe Bloggs)' means that this is not Jane’s calendar, but Joe's shared view of Jane’s calendar. Jane’s correct calendar would read 'Calendar (Miss Jane Doe)'
You can check to see if the selected calendar has become disconnected by going to Admin > Manage calendar connection and checking the calendar's status.
2. No calendars showing for a user in View calendars
If a calendar is showing as Connected but no calendars show when viewing calendars for a user:
Ensure the Calendar account email address is populated correctly
Go to Admin > My details (or Admin > View all employees, and click on the edit pencil icon if checking this for another user)
Locate the Calendar account email address field and ensure this is populated with the same email address used on the Sign in with Microsoft/Sign in with Google page during the calendar connection process
If the email address is updated, follow the steps to reconnect a calendar
Check no other users are connected to the same Office365/Gmail account
Go to Admin > View all employees
Click on the edit pencil icon to access a user's employee record
Check the email address populated in the Calendar account email address field
Repeat this for other users with an active calendar connection
If multiple users have used the same Office365/Gmail account to connect their calendars, these connections should be removed so that only one user is connected.
For guidance on removing a calendar connection, please click here. The calendars should then be resynced to refresh the remaining calendar connections. Please click here for guidance on syncing a calendar.
Please note that if multiple users should be using the same Office365/Gmail account, we recommend setting up a communal calendar. Please see section 5 for guidance on this.
3. There are calendars visible which are not needed
Connecting a calendar may bring over a variety of other calendars, such as birthdays/holidays etc, which are not required. To hide these calendars from your view:
Go to Admin > Manage calendar connections
Open the View all calendars tab
Locate the calendar to be hidden
In the Action column, click on the Hide button
Repeat for each calendar not required
Note: The default calendar name for Office 365 is Calendar, so when connecting multiple accounts, users will see multiple entries for 'Calendar' on the Admin > Manage calendar connections page.
When booking appointments, the individual's username will be noted, for example, Calendar (Joe Smith), allowing users to select the correct calendar.
4. Newly added calendar isn’t appearing on the system
If a new calendar has been created in an Office 365/Gmail account that is already connected to SME Professional, the user must sync their calendar to ensure the new calendar option pulls through.
Go to Admin > Manage calendar connections
Click on Sync All Calendars
SME Professional will then connect to all linked accounts and show any calendars that have been added to each account
5. Reconnect a calendar
If a calendar has become disconnected, please click on the relevant link below for guidance on how to reconnect the calendar.
6. Google calendars verification warning
If Google deems a third-party software as unsafe it will automatically block them from gaining access to your Google account.
If you receive the message below upon connecting or reconnecting your calendar, click the Advanced link and then click Go to smelogin.co.uk (unsafe). This action will allow SME Professional access to your Google account to add calendar events.
If this guide does not answer your question, please contact the General Support team at [email protected] or on 0131 285 1022.