Technical FAQ

This  FAQ provides quick answers on syncing the Office 365 GAL, shared calendars, and Public Folders to business smartphones. For detailed instructions on how to implement the CiraSync SaaS platform, visit the Support Home Page.



I am looking to create a shareble central database of contacts that can also sync with mobile devices. Can CiraSync provide what I need?

CiraSync would be perfect for you! With the CiraSync Enterprise Edition central management dashboard, you can create contact lists, organize the lists by department and frequency of use, and allow your users to choose who gets which lists. CiraSync will then pull contacts from different sources from Office 365 (GAL, Public Folder, or shared mailboxes), and push them to user mailboxes. The sync will propagate to the smartphones via native exchange connector.

We have multiple separate domains with separate Microsoft Office 365 tenants. We want to sync our Global Address List across all domains. Can CiraSync do this?

Yes, it can. All the tenants need to use the CiraSync Enterprise Edition and establish a user mailbox that will receive the contacts in each tenant. After this, you will need each tenant to sync to the user mailbox that was created. For more information, check out How to Sync the GAL for Two Tenants

We have customers who have iPhones and require shared contacts once they move to Microsoft Office 365: can CiraSync support this functionality?

Yes, CiraSync can sync Office 365 contacts to iPhones. Once your customers move to Office 365, CiraSync will sync contacts and calendars from the GAL, Public Folders, and shared mailboxes to Office 365 mailboxes and then propagate the sync to iPhones through the native exchange connector.

I have mailboxes on on-premise. Can CiraSync work with these Public Folders?

No, CiraSync only works for Office 365 mailboxes. We have a separate solution for on-premise mailboxes and Office 365 called itrezzo UCM. 

How do I terminate my CiraSync partnership?

Please do the following to terminate your CiraSync partnership:

  1. Click the account username at the top-right corner of the dashboard.
  2. Click SETTINGS. 
  3. Click Partnerships. 
  4. Click the TERMINATE button. 
How can I remove a user from receiving CiraSync license reports?

You can remove a user from receiving these reports directly from the CiraSync dashboard. Just click EDIT in the Reporting pane and remove the desired user from the list.  

I just created a new Office 365 user in our tenant for an upcoming employee. How soon can I expect the new user to appear for licensing?

The new user should be visible on the CiraSync dashboard immediately after the new account has been created. Your next step should be to add this new Office 365 user to a contact list or a contact collection. From there, you can run a manual sync with Auto-License and Update Cache enabled or leave this task for an automatic scheduled sync.

Contact Management

How can I customize my syncing schedule?

Click EDIT in the Schedule pane of the CiraSync home dashboard. From there, you can then choose the frequency of the syncs and at when you want these syncs to occur. After customizing these syncs, make sure that you enable the scheduler in the Schedule pane. A streamer looks for updates multiple times per day and pushes any updates since the last pass on the next sync. You can check the update history in the history pane on the dashboard. 

Is there a way to exclude specific contacts if using an Office 365 Distribution List as the source of the sync?

Yes, you can use CiraSync to exclude specific contacts as the source of a sync when using an Office 365 Distribution list as the source. Please do the following:

  1. Create a Contact Collection from an Office 365 Distribution Group
  2. Click the drop-down arrow next to the Office 365 Distribution Group under Collection Preview.
  3. Click the ellipsis next to the user you want to exclude.
  4. Click

Now, you can perform a sync using this new Contact Collection with the contacts you wanted to exclude as the source of your sync.

Besides the GAL, can we create contacts to target a specific group of users?

Yes, with CiraSync Enterprise Edition, you can create multiple contact lists. For each contact list, you can define the source where CiraSync will pull the contacts from, and the target users who will receive the synced contacts in their mailbox and smartphones. This is done through the Contact Collections functionality.  

Use the Contact Collections functionality to define a subset of the GAL, so it can be used either as a source or a target inside the Contact ListIf you add the GAL (All Mailboxes or All Contacts) into the collection, you will be able to expand and exclude unwanted members. Once the collection is cleaned up, you can use this collection as a source or target in your contact list. 

Watch Use Collections to Sync the Global Address List to Smartphones to learn how to use CiraSync Contact Collection functionality!  

Can I choose which CiraSync Contact Lists I want to sync instead of all of them at once?

Unfortunately, CiraSync does not support this feature at this time. When performing a sync, CiraSync will sync all contact lists.

How do employees make changes/updates to the contacts?

All changes should be done in the Contact Source. CiraSync will then read these changes, update user mailboxes, and push these changes to users automatically. 

When I update a contact, these updates are only seen in my copy of the contact. How can I push these updates to my users?

Please do the following to push contact updates to user mailboxes:

  1. Click the username in the top-right corner of the CiraSync dashboard.
  2. Click Contact Fields.
  3. Scroll to the Contact Field(s) you would like to update.
  4. Check Overwrite. 

By checking Overwrite, CiraSync will update user mailboxes if it finds any changes to the source during a sync task.  

How can I use CiraSync to lock users from making changes to our Public Folder Contacts or override their changes?

Please do the following:

  1. Click the username in the top-right corner of the CiraSync dashboard.
  2. Click Contact Fields.
  3. Scroll to the Contact Field(s) you would like CiraSync to override user changes to.
  4. Check  Clear. 

By checking Clear, CiraSync will delete any changes made by the user. 

If I accidentally deleted a contact from my smartphone, will it also delete from the CiraSync contacts on my Outlook?

CiraSync is a one-way sync in terms that it will never write back to the source (GAL, Public Folder, etc). However, any changes users make to their phone contacts will propagate to their Outlooks / mailboxes. If changes are performed on CiraSync managed contacts, these changes are only temporary and will be overwritten on the next scheduled sync. So, if you delete a CiraSync contact from your smartphone, it will delete the contact on Outlook. However, in the next sync, these contacts will be restored.

Is there a way to hide specific fields only for certain mail contacts on CiraSync?

CiraSync is coded to push the primary email by default. This cannot be changed. However, instead of adding external contacts to your AD, you can add these external contacts to a Public Folder or Shared Mailboxes. This would allow you to create contacts without providing an email address, and only the information you provide will populate.  

Is it possible to sync a different or another contact field? If yes, how can I do this?

Yes, you can sync contact fields besides the defaults by doing the following:

  1. Click the account username at the top-right corner of the CiraSync dashboard.
  2. Click SETTINGS. 
  3. Click Contact Fields.
  4. Find the contact field you would like to sync.
  5. Click the checkboxes under Write and Overwrite. 
  6. Click SAVE in the top-right corner of the dashboard.
How do I get CiraSync to remove Contact Fields from my users?

To remove Contact Fields from users, please do the following:

  1. Go to the CiraSync Contact Field Settings.
  2. Search for the Contact Fields you would like to remove from your users.
  3. Check the Clear box in desired Contact Field rows.
  4. Click SAVE. 
  5. Run a manual sync with Update Cache checked. 
My contacts appear on Outlook, but not on my Android device. What do I do?

You are probably syncing these contacts to a subfolder. Unfortunately, Androids do not interact with subfolders. Instead, you should sync these contacts to the default Android contacts folder. 

If I sync the root contacts folder, will all the subfolders sync as well?

No, choosing to sync the root contact folder will not sync its subfolders. Instead, you can create multiple contact lists in CiraSync using these subfolders as the source. Then, you would sync these contact lists to the root contact folder.

Calendar Management

How often do Calendars update? Is there any where to see the Calendar results?

If your Schedule and Streamer is enabled, the Calendar will update multiple times a day. The Streamer will look for updates about every 30–40min and push any found.

You can check for the synced results in the same way you check for Contacts by doing the following: 

  1. Scroll down on the main dashboard until you see the mailbox list.
  2. Find the user you want to check on.
  3. Right click on their name.
  4. Click View Sync Results.
  5. Click Calendar. 
Is there a way to sync the Category Colors from the Public Folder calendar?

Category Colors is an Outlook function only. These can be synced and seen in the Outlook view of the Calendar App.

Does Calendar Sync consolidate events from multiple calendars into one for all Outlook users?

Yes, CiraSync can do this. You will have to perform multiple sync tasks. Each sync task needs to have a different source, but the same targets. Once these tasks have been performed, CiraSync will consolidate all these events into one calendar for all the members of your Office 365 tenant.

How do I receive meeting invitations as iCalendar attachments instead of Outlook Web App links?

To set these meeting invitations, you have to configure your Calendar settings on web view by doing the following:

  1. Log in to the Office 365 Portal.
  2. Open the Calendar.
  3. Click the gear on the top right corner. The settings pane will pull out.
  4. Click IPOP and IMAP under the Accounts tab in the Options pane on the left side of the screen.
  5. Click Send invitations in iCalendar format under POP Options.
Can I rename a target calendar folder? If so, will this change be visible to all users in my tenant?

Yes, you can rename a target calendar folder. If you rename a calendar folder, all users in your tenant should be able to see the changes once a sync tasks is performed. However, before you perform the sync task, please make sure you click the Update Cache box.  

Can I create and sync subfolders of my Public Folder Calendars?

Yes, you can create subfolders in your Public Folder Calendars and CiraSync can push the subfolders to your users. The same goes for Public Folder Contact Lists.

What will happen If I sync a shared calendar to my users and they have the same event in their own calendars?

Because CiraSync will not touch personal contact and calendar items (i.e. anything added by the user), the event will show up twice. There will be one copy of the event in the synced shared calendar and one in the user’s personal calendar.


How does CiraSync handle data security?

As a SaaS company, CiraSync integrates with Microsoft Azure using the Azure Consent Framework. If you are a subscriber, your data is kept within the Microsoft Cloud. Read SaaS Security: How We Keep Subscriber Data Safe and Secure and our Privacy Policy for more details on how we handle user data and keep it safe. 

I am not sure about granting Cira Apps Ltd access to my Global Admin account.

We understand the concerns around granting a third-party SaaS provider Global Admin access. There are two key API calls that CiraSync EE requires.  Microsoft does not allow the use of the APIs via the consent process unless a Global Administrator is used. Once you log on to the CiraSync dashboard using the service account and grant consent, you can then demote the service account a custom admin—service administrator. See How to lock down the Service Account for details. 

Our SaaS infrastructure requires access to contacts, calendar and notes. Since CiraSync uses the Azure consent model, no passwords are ever transmitted to CiraSync. A token is issued when an Office 365 global admin grants consent to CiraSync. It is not possible to use this token for any other application. Subscriber data is kept in the Microsoft Cloud. More details here: How We Handle Your Security

Is CiraSync HIPAA compliant?

CiraSync service does not handle any patient-related data, so there is no need for it to be HIPAA compliant. CiraSync only reads contacts and calendar events from the Office 365 source. We have many hospices and medical practices as customers who use CiraSync for this functionality.  

Will you sign a HIPAA Business Associate Agreement with our company?

Yes, we will. Send us your HIPAA BAA for review, and we can complete it as needed. 


My contacts are not syncing to my phone. What do I do?

Check to make sure you are using your native mobile exchange connector on your phone. If you are using your native mobile exchange connector, please do the following: 

  1. Go to Settings > Passwords & Accounts. 
  2. Check if your mobile exchange connector is enabled to sync your Office 365 mailbox.  
  3. If your connector is enabled, check if Star Global Address is listed and the group is selected under Phone Native Connector Application.  
  4. If your connector is not enabled, check if Contact Sync is enabled in your Office 365 account settings. 
  5. If Contacts Sync is enabled, try disabling and enabling Contact Sync for this account on your phone.   
I can’t create an account with the global admin role because all the global admins in my organization have multi-factor authentication. What do I do ?

In this caes, it is better to lock the service account policy to specific IP addressesIf you are in the EU, the following IP addresses are used in the EU Azure cloud: 

I am updating contacts with new contact information, but CiraSync keeps adding contact information to the contact instead of replacing it with the new information. Why is this happening? What should I do?

You probably have the same contact in your phones default Contact folder or in a folder not managed by CiraSync. In this case, CiraSync will not touch these duplicate contacts, but instead, merge these contacts. This can be solved by cleaning up of your device folders. If you need assistance, please contact our Customer Success Team at [email protected].

Our users aren’t getting their voicemails rolled over to their emails. What should I do?

CiraSync does not do anything with voicemails or emails. CiraSync is a SaaS cloud platform that syncs Contacts, Calendars, and Sticky Notes from the Office 365 Global Address List, a User Mailbox, and/or Public Folders.

How do I sync notes with CiraSync?

Notes sync is turned off by default. Therefore, you will need to enable Notes sync before you can sync notes. Please do the following to enable Notes sync.  

  1. Go to your account settings.
  2. Click Contact Fields.
  3. Search for Notes. 
  4. Click the Write and Overwrite boxes in the row.
  5. Click SAVE. 

Once you have enabled Notes sync, you can either run a manual sync from the CiraSync home dashboard or wait for the next scheduled sync pass to sync your Notes. 

Contact photos aren’t syncing to my phone, but they are on the CiraSync dashboard and my mail contacts. What should I do?

This could be a possible error by Azure Active Directory. Please disable your phone’s native Exchange connector and then enable it after 30–40 minutes. If this issue still persists, please Submit a Support Request.