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Calendar Integration Troubleshooting

Troubleshooting Calendar Sync Issues in Ripple

This article provides step-by-step guidance to help you troubleshoot and resolve common calendar synchronization issues between Ripple and third-party platforms like Google Calendar or Outlook.

Step 1: Review the Third-Party Activity Log

To identify and diagnose sync issues, begin by reviewing the Third-Party Activity Log:

How to Access the Activity Log:

  1. Navigate to the Study Settings page in Ripple.
  2. Select the Third-Party Activity Log (highlighted in red).
  3. Review the list of calendar event actions (e.g., new events, reschedules, cancellations) and any error messages generated during the syncing process.

NOTE:  If Ripple encounters a syncing issue, it will create a new log record marked with the record type "error" (highlighted in green).

Step 2: Understand Common Error Messages

Below are typical error messages you may encounter in the Activity Log and what they indicate:

Error Message Description
CustomId/attendee not found The event does not contain a valid customId or attendee email.
Participant not found A customId or attendee email was found but does not match any participant in the study.
Participant Event not found The participant exists but does not have an event of the corresponding type.
Event not found No matching event found for the selected calendar and study. This may occur if a calendar was recently removed.
Participant has multiple events of the same type The participant has been double-booked with two events of the same type.
All-day events are not supported Events must have a specific start and end time. All-day events will not sync.

Step 3: Avoid Common Scheduling Mistakes

Be aware of the following common scheduling issues that can prevent successful syncing:

  • Missing or Invalid Custom ID: Ensure every event includes a valid customId in the title or description.
  • Multiple Custom IDs in One Event: Only one customId is supported per calendar event. Ripple will default to the first listed.
  • Duplicate Events for the Same Participant: Only the event created first will sync to Ripple, regardless of their order in the calendar.
  • All-Day Events: Ripple does not support all-day events. Set a specific start and end time.
  • Identical Events: If multiple identical events exist, the most recently updated one will sync.
  • Incorrect Event Identifier: The event identifier in the calendar must match exactly with the identifier in Ripple (case-sensitive).
  • Incorrect Notation Format: Use the correct format: 
    [EventIdentifier] #customId
    Example: [Visit1] #12345

Step 4: Manually Sync Calendars

If events still do not sync after correcting the issues above, you may need to manually refresh your calendar integration.

How to Manually Sync:

  • Sync an individual calendar (highlighted in blue):
    Click the sync icon next to the specific calendar link to refresh events for that calendar.

  • Sync all calendars (highlighted in red):
    Click the sync icon next to the email associated with the Google or Outlook Calendar account.

    This is especially important after adding or removing a calendar from your integration.

Need Additional Help?

If you're still encountering issues after following the steps above:

  • Contact Ripple Support for assistance.
  • When submitting a support request, please include screenshots of any errors or relevant calendar events (ensure no participant-identifiable information is visible).