Error Message

Root Cause

Next Steps

SOAP client returned status of 401

The URI (domain), username, and/or password for the Service Account is incorrect; Note, a domain that contains /exchange.asmx is known to cause errors

To resolve this issue:

1. From the navigation menu, click Settings

2. From Integrations & API, click Microsoft Exchange

3. Click Configuration

4. Click Edit

5. Update the URI, username, and/or password to reflect the values noted in your organization's Exchange setup

6. Click Authorize

SOAP client returned status of 503

The service is temporarily unable to handle the request due to the server being overloaded or down for maintenance

Please contact our support team if the issue persists

The OOM command is not allowed when used memory > maxmemory

The Coconut server has experienced an outage while attempting to sync with Exchange

Please contact our support team for further assistance

The OpenSSL SSL connect: SSL SYSCALL in connection to outlook.office365.com:443

The Coconut server was unable to reach the Exchange server

Please contact our support team for further assistance

Too many concurrent connections opened. Cannot open mailbox.

This is a throttling issue; the service account is attempting to access the Exchange server too many times in a 60-second window and has been denied

If the event originated in Coconut Calendar, try resyncing the event; alternatively, resyncing the connection between Exchange and Coconut Calendar will resolve the issue
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If the event originated in Outlook, wait for a sync to occur to resolve the issue

You have exceeded the available concurrent connections for your account. Try again once your other requests have completed.

This is a throttling issue; the service account is attempting to access the Exchange server too many times in a 60-second window and has been denied.

If the event originated in Coconut Calendar, try resyncing the event; alternatively, resyncing the connection between Exchange and Coconut Calendar will resolve the issue

If the event originated in Outlook, wait for a sync to occur to resolve the issue

The mailbox database is temporarily unavailable. Cannot open mailbox.

Exchange often makes behind-the-scenes allocation improvements to ensure the most efficient use of memory; If a synchronization occurs for a user at the same time that this improvement is taking place, this error will occur

If the event originated in Coconut Calendar, try resyncing the event; alternatively, resyncing the connection between Exchange and Coconut Calendar will resolve the issue

If the event originated in Outlook, wait for a sync to occur to resolve the issue

The mailbox database is temporarily unavailable. Could not open folder.

Exchange often makes behind-the-scenes allocation improvements to ensure the most efficient use of memory; If a synchronization occurs for a user at the same time that this improvement is taking place, this error will occur

If the event originated in Coconut Calendar, try resyncing the event; alternatively, resyncing the connection between Exchange and Coconut Calendar will resolve the issue

If the event originated in Outlook, wait for a sync to occur to resolve the issue

Entra ID is unavailable. Try again later.

The Coconut Server was unable to reach the Exchange Server

Please contact our support team for further assistance

The request timed out.

If all users are experiencing this issue: The Service Account password is invalid
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If only specific users are experiencing this issue: The service account is trying to retrieve a large number of modified or deleted instances for a recurring event

If issue exists for all users: Check and update the service account's password on your organization's Exchange server and try again.
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NOTE: Ensure that the updated password for the service account is also reflected in the integrations details in Coconut

If issue exists for specific users: Re-create the recurring event, modifying it to have fewer recurrences and/or a shorter end date to decrease the number of occurrences in the series

The server cannot service this request right now. Try again later.

The service account is throttled

If the event originated in Coconut Calendar, try resyncing the event; alternatively, resyncing the connection between Exchange and Coconut Calendar will resolve the issue
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If the event originated in Outlook, wait for a sync to occur to resolve the issue

The license is invalid for this mailbox. Mailbox doesn't have a valid license.

This error is received from Exchange when the organization's Exchange license does not recognize either:

• The user the integration is attempting to sync

• The service account being used
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Please contact your organization's Exchange admin or IT admin for assistance

The specified folder could not be found in the store.

When attempting to access a user's calendar, the service account did not have the correct permission assigned to it

Ensure that the service account has the correct permissions assigned to it in your organization's Exchange setup
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Check the Users Tab in the integration settings in Coconut to confirm no permissions issues exist for the service account.

The specified folder could not be found in the store. The process failed to get the correct properties.

Coconut attempted to access an event that no longer exists on the Exchange Server

Please contact your organization's Exchange admin or IT admin to determine the status of the given event on the Exchange server

The specified folder could not be found in the store. Cannot get ID from name.

The specific mailbox Coconut is attempting to access cannot be found on the organization's Exchange Server

Confirm the user's name and email details are up-to-date and the spelling is correct in both Coconut and Exchange

Note: Coconut expects the primary Exchange calendar to be the same name as the user.

The mailbox move is in progress. Try again later. Cannot open Mailbox.

This is a throttling issue; the service account is attempting to access the Exchange server too many times in a 60-second window and has been denied

If the event originated in Coconut Calendar, try resyncing the event; alternatively, resyncing the connection between Exchange and Coconut Calendar will resolve the issue

If the event originated in Outlook, wait for a sync to occur to resolve the issue

The SMTP address has no mailbox associated with it.

This error occurs when the email address provided for a user assigned to an event does not exist on the Exchange Server

Note: That email aliases must be added as such to Exchange by your organization's Exchange admin

Please contact your organization's Exchange admin or IT admin to determine if the user's email address exists in Exchange and the required permissions are applied to the service account used for the Exchange integration

Access is denied. Check credentials and try again. Cannot get ID from name.

The specific mailbox Coconut attempted to access cannot be found on the organization's Exchange Server

Confirm the user's name and email details are up-to-date and the spelling is correct in both Coconut and Exchange

Note: Coconut expects the primary Exchange calendar to be the same name as the user.

Access is denied. Check credentials and try again. Cannot open attachment.

This error does not impact synchronization

There is a file (a security certificate, an image or logo, an attached file) attached to the event or one of the events in the recurrence, that the Service Account does not have permission to access

n/a

Access is denied. Check credentials and try again. The process failed to get the correct properties.

Coconut attempted to access an event that appears to no longer exist on the Exchange Server

Please contact your organization's Exchange admin or IT admin to determine the status of the given event on the Exchange server

The occurrence couldn't be found. Item not found.

Coconut attempted to access an event that appears to no longer exist on the Exchange Server

Please contact your organization's Exchange admin or IT admin to determine the status of the given event on the Exchange server

Trying to get property timezone of non-object.

There was an error loading the affected user's assigned location

If the event originated in Coconut Calendar, try resyncing the event; alternatively, resyncing the connection between Exchange and Coconut Calendar will resolve the issue

If the event originated in Outlook, wait for a sync to occur to resolve the issue

Trying to get property parent_uid of non-object.

This error appears when a recurring event has been created and then deleted (all within Coconut) within a very short period of time

Please contact our support team for further assistance

The operation timed out after X milliseconds with X out of X bytes received.

If all users are experiencing this issue: The Service Account password is invalid
​

If only specific users are experiencing this issue: The service account is trying to retrieve a large number of modified or deleted instances for a recurring event

If issue exists for all users: Check and update the service account's password on your organization's Exchange server and try again
​

NOTE: Ensure that the updated password for the service account is also reflected in the integrations details in Coconut

If issue exists for specific users: Re-create the recurring event, modifying it to have fewer recurrences and/or a shorter end date to decrease the number of occurrences in the series

The specified object was not found in the store. The process failed to get the correct properties.

Coconut attempted to access an event that no longer exists on the Exchange Server

Please contact your organization's Exchange admin or IT admin to determine the status of the given event on the Exchange server

Exchange Web Services are not currently available for this request because none of the Client Access Servers on the destination site could process the request.

This error occurs when the Exchange Server is overloaded

The issue will resolve itself during the next sync;Please contact our support team if the issue persists

The account does not have permission to impersonate the requested user.

The management scope on the impersonation account does not include the user you are trying to impersonate

Please contact your organization's Exchange admin or IT admin to update the management scope on the impersonation account to include all users that are to be synced. For more information on impersonation, please refer to this article