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A Meeting Scheduled with SMART Scheduler Doesn’t Start at the Correct Time

Issue

A SMART Bridgit meeting scheduled using the SMART Scheduler Outlook add-in doesn’t appear on the appropriate server at the scheduled time.

Cause

This issue could be a result of one of the following causes:

• the SMART Scheduler Server isn’t running

• the network is experiencing communication issues

• the SMART Scheduler Server is experiencing temporary performance issues

• the configuration of the SMART Scheduler Server needs an update to reflect recent computer infrastructure changes, such as:

• a change of name for the SMART Scheduler Exchange Mailbox or the Microsoft Exchange Server

• the addition of a firewall between the SMART Scheduler Server and the Microsoft Exchange Server or SMART Bridgit Server.

Solution

The solution to this issue varies depending on which of the causes is responsible. As such, the recommended solution is a multi-stage process that either solves the problem or provides an error message that indicates a solution. If one of the procedures below solves the issue, don’t complete the procedures that follow it.

To confirm that the SMART Scheduler Server is running

1. Restart the SMART Scheduler Server service.

2. Schedule a meeting for the near future. Wait until your meeting’s scheduled time and confirm that it started.

   If the SMART Bridgit meeting started successfully, the SMART Scheduler Server either was not running or was experiencing performance issues, and you resolved the issue by restarting the service.

   If the meeting didn’t start at the scheduled time, continue to the next procedure.

To confirm that the SMART Scheduler Server is correctly configured

1. Double-click SMARTSchedulerServerConfig.exe, located in the installation folder of the SMART Scheduler Server. The default location of this file is C:\Program Files\SMART Technologies\SMART SchedulerServer\.

2. Ensure that the SMART Scheduler Exchange Mailbox and Microsoft Exchange Server addresses are valid.

3. Ensure that the Windows user name is correct and re-enter the password for the Windows user.

4. Click OK to save your updated information.

   The configuration software validates the new information. If it identifies a problem with any of the settings, a dialog box appears indicating that further diagnostic checks are required. Ignore the remaining step and continue to the next procedure.

5. If no error messages appear, schedule a meeting for the near future. Wait until your meeting’s scheduled time and confirm that it started.

   If the SMART Bridgit meeting started successfully, the SMART Scheduler Server wasn’t correctly configured, and you resolved the issue by reconfiguring the service.

If the meeting didn’t start at the scheduled time, the scheduling issues are most likely caused by Windows authentication errors or a network access problem between the SMART Scheduler Server and the Microsoft Exchange Server. Continue to the next procedure.

To confirm that external dependencies are configured correctly

1. Restart the computer.

2. Double-click SMARTSchedulerServerConfig.exe, located in the installation folder of the SMART Scheduler Server. The default folder location of this file is C:\Program Files\SMART Technologies\SMART SchedulerServer\.

3. Ensure that the username and password provided for the SMART Scheduler Exchange Mailbox can log into the computer where the SMART Scheduler Server is installed.

4. Ensure that the username and password provided for the SMART Scheduler Exchange Mailbox have administration rights and the ability to install a service on the SMART Scheduler Server.

5. Ensure that the Microsoft Exchange Server is visible from the SMART Scheduler Server computer by pinging both the Microsoft Exchange Server’s registered domain name and direct IP address.

6. If the SMART Scheduler Server Configuration program runs successfully and all the tests are successful, schedule a meeting for the near future. Wait until your meeting’s scheduled time and confirm that it started.

   If the meeting started successfully, the previous SMART Scheduler Server configuration or network access issues caused the original issue.

   If the meeting didn’t start at the scheduled time, continue to the next procedure.

To confirm that the SMART Bridgit Server is accessible from the SMART Scheduler Server

1. On the SMART Scheduler Server, open a web browser and enter the server address of the SMART Bridgit that the SMART Scheduler Outlook Add-in is configured to use.

2. Confirm that you can download the SMART Bridgit client from the SMART Bridgit Server and that you can create a meeting using SMART Bridgit software.

   If you can’t download the SMART Bridgit client or create a meeting, the cause of the original issue is a network communication problem between the SMART Scheduler Server and the SMART Bridgit Server.

   If you can download the SMART Bridgit client and create a meeting, continue to the next procedure.

To confirm that the SMART Bridgit Server and the SMART Scheduler Server are the same version

1. Run SMART Bridgit Administration Tools on the SMART Bridgit Server that the SMART Scheduler Outlook add-in is configured to use.

   The SMART Bridgit Administration Tools dialog box appears.

2. Click About.

   The About SMART Bridgit Admin Tools dialog box appears

3. Select Technical Support.

4. Write down the full version number displayed on this page.

5. Click OK to close this dialog box.

6. Browse to SMARTSchedulerServer.exe on the SMART Scheduler Server. The default folder location of this file is C:\Program Files\SMART Technologies\SMART Scheduler Server\.

7. Right-click SMARTSchedulerServer.exe, and then select Properties.

   The Properties dialog box appears.

8. Select File Version.

9. Compare the version number of the SMART Scheduler Server displayed in this dialog box with the version of the SMART Bridgit Server you wrote down earlier.

10. If the version numbers differ, upgrade the SMART Scheduler Server to the same version as the SMART Bridgit Server.

    OR

    If the two version numbers are identical, contact SMART Support so that they can assist with further diagnosis of the issue.

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