Troubleshooting

An event in 'Manage Bookings' is listed as 'Calendar not found'

Cause	Resolution
The calendar that the booking was created against has been removed in Outlook	No resolution - the calendar cannot be found due its deletion in Outlook
The Office 365 integration has been disabled	Check the client ID and secret are correct in the Office 365 Integrations page, and re-save them.
The account used to connect to Outlook 365 has been de-authorised	Authorise the necessary account in the Integrations page.

A calendar is displaying as 'Sorry, no slots can be booked at the moment. Please try again later.'

Cause	Resolution
The question is configured against a calendar that has been removed or cannot be accessed	In the question settings, click 'Refresh Calendars'. If the dropdown changes to 'Please Choose', select a different calendar. If the drop down is empty, check that the Office 365 Integrations page has been completed correctly, with the correct accounts are authorised.
The question is configured against an Event Booking Configuration that has been removed	In the question settings, select a new Event booking Configuration.
The account used to connect to Outlook 365 has been de-authorised	Authorise the necessary account in the Integrations page.
The Office 365 integration has been disabled	Check the client ID and secret are correct in the Office 365 Integrations page, and re-save them.

An event in 'Manage Bookings' is marked as 'Read-only'

Read-only bookings are not necessarily a problem - they are just unable to be edited or changed.

Cause	Resolution
The calendar that the booking was created against has been removed in Outlook	No resolution - the calendar cannot be found due its deletion in Outlook
The question that the booking was created against has been removed	No resolution - the question cannot be found due its deletion from the form
The account used to connect to Outlook 365 has been de-authorised	Authorise the necessary account in the Integrations page.
The Office 365 integration has been disabled	Check the client ID and secret are correct in the Office 365 Integrations page, and re-save them.

Slots that should be available to be booked are not appearing as bookable

Cause	Resolution
Another form is making booking into the same Outlook calendar	Check for any other forms that may be connected to the same calendar, including testing or development environments and remove the connection and any blocking events created by them in the Outlook calendar
Bookings made using another channel, for example by telephone, have been added directly to the Outlook calendar	Use an Internal form to record telephone bookings
Blocking events such as annual leave, training or sickness have been added to the Outlook calendar	Use an Internal form to reduce booking slot availability
Booking records have been manually deleted from the Jadu Central database	Remove the Blocking event created by the original booking from the Outlook calendar

A ‘The selected booking slot is no longer available’ error is shown when attempting to proceed through the form having selected an available slot

note

When rendering the calendar view, we load the first 50 events in the Outlook calendar for the month, and check if any are blocking.
When saving the chosen slot, we load 50 events for this slot only, making it far more likely to find a blocking event if one exists.

Cause	Resolution
All possible simultaneous events are booked for the slot	No resolution - this is the intended behaviour. This could happen sporadically for popular booking forms where two concurrent users attempt to book the same slot. Consider increasing the number of simultaneous bookings in the Event Booking Configuration.
A slot has been blocked by a manually added event in Outlook	Remove the blocking event manually in Outlook.

A certain date/time slot is available for booking when it should not be

Cause	Resolution
The slot has not been blocked by a manually added event in Outlook	Add a blocking event manually in Outlook.
The integration is failing to retrieve the blocking events from the calendar as the API is limited to 50 items and more than 50 are required to block this event	Combine Blocked events to cover more slots.
The integration is failing to retrieve the blocking events from the calendar as the API has become rate-limited due to the sync task being enabled, or other activity.	Disable the sync task temporarily to reduce load and prevent rate limiting.