You may see absences not appearing in Microsoft Outlook if calendar sync settings, permissions, or configuration are incorrect. To restore syncing for individual users or across your organisation, check each of the sections below.
📌Note: You’ll need HR Admin access and support from your IT team for some steps.
Check absence type settings
You need to ensure the absence types are enabled for calendar syncing. To do this, follow the steps below.
Click HR Admin, then click Setup.
Click Types, then scroll to the right.
For the relevant absence types, set Sync with Calendar to Yes.
Check user calendar sync settings
Each user needs to have calendar sync enabled. To check this, follow the steps below.
Click My Admin, then click Calendar Sync.
Check Calendar Sync is set to Yes.
If this is set to Disabled, there may be a permissions issue.
Ensure you have selected users to track, including yourself.
Limit tracked users to 30 or fewer for best performance.
Check TSOS configuration
Work with your IT team to confirm the TSOS configuration matches your system settings.
Ask for the tsosSettings.xml file from: C:\Program Files (x86)\TSOS\config
Then follow the steps below.
Click HR Admin, then click Setup.
Click TSOS Settings.
Confirm the following matches the file:
Exchange Server Email Key.
Exchange Server Email Address.
Update if needed.
Check calendar permissions
Your IT team need to confirm the correct Exchange or Outlook 365 permissions. The required permissions are:
Default: AvailabilityOnly.
Anonymous: None.
TeamSeer Sync Account: Editor.
If additional permissions are set:
Remove all permissions.
Reapply only the required permissions.
Test syncing.
Add other permissions back one at a time to identify conflicts.
Reset Microsoft Outlook calendar sync
After fixing any issues, you should reset the calendar sync. You can do this for all users in bulk, or for a single user.
All users
To reset all users in bulk, follow the steps below. This schedules a full refresh at 7pm.
Click HR Admin, then click Setup.
Click Sync All Employees, then click Reset now.
Single user
To update a single user, follow the steps below. This updates an individual calendar more quickly.
Click My Admin, then click click Calendar Sync.
Click Reset (refresh) all the TeamSeer appointments on my Outlook Calendar.
Fix issues after an email address change
If a user’s email address has changed:
Confirm the new email address is updated in the system.
Check calendar sync is enabled.
Reset their calendar using the single user steps.