Syncworks installation problems

[jenglish]

I am having two (possibly related) issues installing SyncWorks. The platform is Windows XP SP2 & Outlook 2003.

After a seemingly successful installation completes, I receive the following error after starting outlook:

"Syncworks was unable to locate your Kayako licensing information. You may need to reinstall syncworks."

This happens very consistently. The URL & login information is correct, as it is the same as another functioning install of SyncWorks. The strange thing about this is that if I uninstall/reinstall SyncWorks several times, 3 out of 4 times it has prompted for the serial & proceeded to run normally.

Second problem:

2 of the 3 "functional" installs I have done are exhibiting the following behavior. I have one install that is working fine. Everything appers normal with Syncworks: It logs in, parses the XML for appointments, tasks, contacts, etc, and closes without errors. I go to the user's Staff CP and look at their contacts, tasks, & appointments - not a single bit of data has been copied into SupportSuite.

Event logs from the failed SyncWorks runs are shown below:

Kayako SyncWorks v3.1.0.2 Event Log
Created: 04/01/2007 15:12:29

04/01/2007 15:05:50 Logging in to '' with user name ''
04/01/2007 15:05:52 An error occurred while attempting to communicate with the server:

Failed to communicate with server!

Error: Failed to resolve destination hostname
04/01/2007 15:06:32 Logging in to 'http://support.cityoftyler.net/' with user name 'bmacleod'
04/01/2007 15:06:32 An error occurred while attempting to communicate with the server:

Authentication has failed!

Error: <No extended error information available>
04/01/2007 15:07:08 Logging in to 'http://support.cityoftyler.net/' with user name 'bmacleod'
04/01/2007 15:07:09 An error occurred while attempting to communicate with the server:

Authentication has failed!

Error: <No extended error information available>
04/01/2007 15:07:25 Logging in to 'http://support.cityoftyler.net/' with user name 'bmacleod'
04/01/2007 15:07:25 Logged in successfully. Session ID = {3c5f937d35dc757c0d7b057e731a0ee4}, Staff ID = {0}, Compression = true
04/01/2007 15:07:28 Generated 7416 bytes of XML for shipment to server.
04/01/2007 15:07:28 Received 84 bytes of XML from server; integrating.
04/01/2007 15:07:28 Synchronization of Contacts to LiveResponse/SupportSuite VoIP phone is disabled; skipping...
04/01/2007 15:07:28 No Contacts received from server.
04/01/2007 15:07:28 No Appointments received from server.
04/01/2007 15:07:28 No Tasks received from server.
04/01/2007 15:07:28 Logging out from 'http://support.cityoftyler.net/' using Session ID {3c5f937d35dc757c0d7b057e731a0ee4}
04/01/2007 15:07:28 Logged out successfully.
04/01/2007 15:08:26 Logging in to 'http://support.cityoftyler.net/' with user name 'bmacleod'
04/01/2007 15:08:26 Logged in successfully. Session ID = {d404648be16bcecac68009cea5d4b8b9}, Staff ID = {0}, Compression = true
04/01/2007 15:08:29 Generated 7416 bytes of XML for shipment to server.
04/01/2007 15:08:29 Received 84 bytes of XML from server; integrating.
04/01/2007 15:08:29 Synchronization of Contacts to LiveResponse/SupportSuite VoIP phone is disabled; skipping...
04/01/2007 15:08:29 No Contacts received from server.
04/01/2007 15:08:29 No Appointments received from server.
04/01/2007 15:08:29 No Tasks received from server.
04/01/2007 15:08:29 Logging out from 'http://support.cityoftyler.net/' using Session ID {d404648be16bcecac68009cea5d4b8b9}
04/01/2007 15:08:29 Logged out successfully.
04/01/2007 15:08:58 Logging in to 'http://support.cityoftyler.net/' with user name 'bmacleod'
04/01/2007 15:08:58 Logged in successfully. Session ID = {4199061c0e484b2365621846266d8799}, Staff ID = {0}, Compression = true
04/01/2007 15:09:01 Generated 7423 bytes of XML for shipment to server.
04/01/2007 15:09:01 Received 84 bytes of XML from server; integrating.
04/01/2007 15:09:01 Synchronization of Contacts to LiveResponse/SupportSuite VoIP phone is disabled; skipping...
04/01/2007 15:09:01 Server to Client synchronization of Contacts is disabled; skipping...
04/01/2007 15:09:01 Server to Client synchronization of Appointments is disabled; skipping...
04/01/2007 15:09:01 Server to Client synchronization of Tasks is disabled; skipping...
04/01/2007 15:09:01 Logging out from 'http://support.cityoftyler.net/' using Session ID {4199061c0e484b2365621846266d8799}
04/01/2007 15:09:02 Logged out successfully.
04/01/2007 15:09:45 Logging in to 'http://support.cityoftyler.net/' with user name 'bmacleod'
04/01/2007 15:09:45 Logged in successfully. Session ID = {2124669437ac2ece4161f5b3dec833a5}, Staff ID = {0}, Compression = true
04/01/2007 15:09:48 Generated 7416 bytes of XML for shipment to server.
04/01/2007 15:09:48 Received 84 bytes of XML from server; integrating.
04/01/2007 15:09:48 Synchronization of Contacts to LiveResponse/SupportSuite VoIP phone is disabled; skipping...
04/01/2007 15:09:48 No Contacts received from server.
04/01/2007 15:09:48 No Appointments received from server.
04/01/2007 15:09:48 No Tasks received from server.
04/01/2007 15:09:48 Logging out from 'http://support.cityoftyler.net/' using Session ID {2124669437ac2ece4161f5b3dec833a5}
04/01/2007 15:09:48 Logged out successfully.
04/01/2007 15:11:42 Logging in to 'http://support.cityoftyler.net/' with user name 'bmacleod'
04/01/2007 15:11:42 Logged in successfully. Session ID = {4441c90ef916c672b76a0a54c96df796}, Staff ID = {0}, Compression = true
04/01/2007 15:11:45 Generated 7416 bytes of XML for shipment to server.
04/01/2007 15:11:45 Received 84 bytes of XML from server; integrating.
04/01/2007 15:11:45 Synchronization of Contacts to LiveResponse/SupportSuite VoIP phone is disabled; skipping...
04/01/2007 15:11:45 No Contacts received from server.
04/01/2007 15:11:45 No Appointments received from server.
04/01/2007 15:11:45 No Tasks received from server.
04/01/2007 15:11:45 Logging out from 'http://support.cityoftyler.net/' using Session ID {4441c90ef916c672b76a0a54c96df796}
04/01/2007 15:11:45 Logged out successfully.

--------------------------------------------------------------------------

Kayako SyncWorks v3.1.0.2 Event Log
Created: 04/01/2007 15:38:49

04/01/2007 15:35:59 Logging in to 'http://support.cityoftyler.net/' with user name 'glanders'
04/01/2007 15:35:59 Logged in successfully. Session ID = {340fa214f74335857b8b69faf8e2dbe7}, Staff ID = {0}, Compression = true
04/01/2007 15:37:18 Generated 184658 bytes of XML for shipment to server.
04/01/2007 15:37:18 Received 84 bytes of XML from server; integrating.
04/01/2007 15:37:18 Synchronization of Contacts to LiveResponse/SupportSuite VoIP phone is disabled; skipping...
04/01/2007 15:37:18 No Contacts received from server.
04/01/2007 15:37:18 No Appointments received from server.
04/01/2007 15:37:18 No Tasks received from server.
04/01/2007 15:37:18 Logging out from 'http://support.cityoftyler.net/' using Session ID {340fa214f74335857b8b69faf8e2dbe7}
04/01/2007 15:37:18 Logged out successfully.

[Ryan Lederman]

What version of the server software are you running?

[jenglish]

Product: SupportSuite
Version: 3.04.10
Build Type: STABLE
Build Date: 11 Oct 2006 01:13:35 AM

[Ryan Lederman]

So you're saying that all types of data are not synchronized from Outlook to the server: Contacts, Appointments and Tasks?

We are aware of a bug that prevents Appointments from being synchronized, but not the other types of data. Can you double-check?

[jenglish]

None of the Outlook data is being placed in the supportsuite database. I am also having a possibly related issue installing SyncWorks, as described above. I receive this error:

"Syncworks was unable to locate your Kayako licensing information. You may need to reinstall syncworks."

This happens very consistently. The URL & login information is correct, as it is the same as another functioning install of SyncWorks. The strange thing about this is that if I uninstall/reinstall SyncWorks several times, 3 out of 4 times it has prompted for the serial. I have one install that I cannot get rid of this error on.

One of the 4 installs I have done works perfectly. I had to uninstall/reinstall SyncWorks over 5 times before the licensing error went away and it prompted me for a serial number.

[jenglish]

I did another install of Syncworks, and ran into the same problem of no data copied into the database. Everything seems to be working on SyncWorks, but nothing happens on the SupportSuite end.

I have attached SyncWorks event logs from two of the installs that aren't copying.

[Ryan Lederman]

I believe there is a problem with the current branch of SupportSuite. We're planning to release a stable build this week that addresses these issues. Please be patient and I will personally update you when there is some new information.

Thanks for using Kayako,

[jenglish]

[FYI] Another problem we found today (only occuring on one PC so far):

Unable to open recurring appointments from any Outlook calendar after SyncWorks completes a synchronization.

If you try to open any recurring appointment, you receive this error: "Unable to open item. Check network connections and try again." This only happens with recurring appointments; others open with no problems. If SyncWorks is canceled before it completes, everything works normally.

[jenglish]

I have installed the new 3.10 stable build, and reinstalled the 3.10 stable version of Syncworks. When Outlook 2003 starts up, I still receive the following error:

"SyncWorks was unable to locate your Kayako Licensing information. You may need to reinstall SyncWorks."

If we cannot find a solution to these SyncWorks errors soon, I would like a refund for the Syncworks licenses we purchased. Our Legal dept (intended user of Syncworks) has already lost any confidence they had in this Kayako product.

Please let me know soon if there is any fix for this problem.

[Roger Clark]

What operating system are you running?

[Ryan Lederman]

Originally Posted by jenglish

I have installed the new 3.10 stable build, and reinstalled the 3.10 stable version of Syncworks. When Outlook 2003 starts up, I still receive the following error:

"SyncWorks was unable to locate your Kayako Licensing information. You may need to reinstall SyncWorks."

If we cannot find a solution to these SyncWorks errors soon, I would like a refund for the Syncworks licenses we purchased. Our Legal dept (intended user of Syncworks) has already lost any confidence they had in this Kayako product.

Please let me know soon if there is any fix for this problem.

When you re-install SyncWorks, do you receive any error messages about not being able to generate licensing information?