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Troubleshooting: Exchange 2013/2016/2019 EWS integration

Updated

Solutions to the most common issues related to Exchange 2013/2016/2019 integration with GOGET.

Applies to: Exchange Server 2013/2016/2019

This article covers: 

Issues with calendar events not syncing

If you have issues with syncing meeting events, we recommend the following troubleshooting steps:

  1. Verify that the Service Account is authenticated by navigating to "Manage -> Calendars -> Exchange EWS -> your integration". Then, click on the "Settings" tab and press the "Save" button.
    • If an error is returned, refer to the common error messages provided below.
  2. Check the room sync status by going to "Manage -> Workspaces", selecting the room with issues, clicking on the "Room Settings" tab, and scrolling down to press the "Save" button.
    • If an error is returned, consult the common error messages listed below.
  3. Ensure your local firewall settings allow all traffic as specified in this article.

  4. Verify that you do not have geoblocker software blocking traffic, which typically returns the error message "Expected element type <Envelope> but have <html>".

  5. Check the throttling settings for your Exchange server to ensure that no requests are being throttled. For more information, see adjusting throttling policy and this Microsoft article.

Issues with unreliable syncing of calendar events

If you experience periods where calendar events are not synced to meeting room displays, the issue is often caused by throttling restrictions in the Exchange EWS API, which limits the maximum allowed resource usage for users.

Troubleshooting steps:

  1. Review Service Account Access Logs:
    • Check the Service Account access logs in Exchange Server for signs of throttling.
    • Look for indications that requests from GOGET are being rejected due to throttling limits.
  2. Increase Throttling Limits:
  3. Switch to Impersonation Access (If Issues Persist):
    • If the problem remains unresolved, consider switching to the impersonation access method which is described in this Microsoft article.
    • Impersonation allows for higher resource usage thresholds before throttling is enforced.

Preventing issues with throttling for Exchange EWS API

When deploying more than 20x meeting room displays connected to Microsoft Exchange Server (on-premises), you may encounter performance issues due to Exchange throttling policies. These default policies are designed to protect server resources but can limit the functionality of the displays.

This guide explains how to configure Exchange to avoid throttling issues for Goget Room deployments at scale.

Microsoft Exchange includes throttling mechanisms to prevent any single user or application from consuming too many server resources. By default, the throttling policy applies limits to EWS (Exchange Web Services) operations, which Goget uses to sync meeting events. If these limits are exceeded, you may experience:

  • Delayed updates on the displays
  • Missed bookings or failed syncs
  • Incomplete calendar views

The most effective solution is to create a custom throttling policy that disables or increases EWS limits for the integration Service Account. 

How to add a custom policy:

These steps require Exchange administrative access and PowerShell.

1. Create a New Throttling Policy

New-ThrottlingPolicy -Name GogetRoomPolicy `
-EWSMaxConcurrency Unlimited `
-EWSMaxSubscriptions Unlimited `
-EwsMaxBurst Unlimited `
-EwsMaxConnections 100 `
-EwsRechargeRate Unlimited `
-EwsCutoffBalance Unlimited `
-RCAMaxConcurrency Unlimited `
-CPAMaxConcurrency Unlimited

This policy removes restrictions on how many EWS requests the Goget service account can make.

2. Assign the Policy to the Goget Service Account
Replace the email below with your actual Goget service account:


Set-ThrottlingPolicyAssociation -Identity "svc-goget@yourdomain.com" -ThrottlingPolicy GogetRoomPolicy

 

What to Expect After Configuration
With the throttling policy correctly assigned, your Goget Room Displays will:

  • Sync reliably across all connected rooms
  • Handle frequent updates without delay
  • Operate at scale without performance degradation

Alternative: Use Impersonation

If modifying throttling policies is not preferred, another reliable option is to configure your application to use Exchange impersonation.

With impersonation, the service account acts on behalf of each room mailbox, and throttling is primarily applied per target mailbox rather than the calling account. This method can scale efficiently, even with many rooms, without needing to bypass global throttling limits for the service account itself.

Benefits of Impersonation:

  • Simplifies access control: one account manages all room calendars
  • Avoids centralized throttling bottlenecks
  • Works well in large deployments

Common error messages from Exchange EWS API

These are the most common error messages returned from Exchange server. 

Error message: “Connection error with Exchange: Unable to resolve host “(your host)”: No address associated with hostname”

  • Check that the EWS URL is correct
  • Check that your client have a working network connection.
  • If you are connected to a Wi-Fi network, disconnect and select the option “Forget Network”. Thereafter reconnect to the Wi-Fi network.

Error message: “Connection error with Exchange: Host name may not be null”, or “The request failed. The remote name could not be resolved:”

  • The EWS URL is incorrect. 

Error message: “Connection error with Exchange: Not Found”

  • Make sure that the service account username is correct.

Error message: “Connection error with Exchange: Unauthorized”, or “The request failed. The remote server returned an error: (401) Unauthorized.”

  • The service account password is wrong.
  • The username syntax is wrong. Check if your organization is using UPN (e.g. username@domain.com) or NETBIOS Style (e.g. DOMAIN\Username).

Error message: “Connection error with Exchange: The SMTP address has no mailbox associated with it.”, or “ErrorNonExistentMailbox”

  • The room resource do not exist or is typed wrong.

Error message: “Connection error with Exchange: The specified folder could not be found in the store.”, or “ErrorFolderNotFound”

  • Most likely the service account does not have FullAccess permission to the room resource. See the configuration guide for Exchange or ask your admin to set the correct permission. Note! It may take up to one hour before permission changes take effect, so please be patient.

Error message: “Connection error with Exchange: The restriction or sort order is too complex for this operation.”

  • Most likely the room resource in Exchange is corrupt. Delete and then recreate the room resource in your Exchange server to resolve this issue.

Expected element type <Envelope> but have <html>

  • When the GOGET Cloud attempts to connect to your EWS URL, it receives a webpage in response, usually because geolocation blocker software is returning a warning page.
  • Ensure that GOGET Cloud is permitted to communicate with your Exchange EWS API. For information on firewall settings, refer to this article.

 

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