Applies To

Call2Teams - Customer



Overview

When clicking the Sync Now button, the authentication window does not pop up and the following red error is shown:



Explanation of Behaviour

This error occurs when the sync process initiates, and an authentication pop-up window is needed to enter Microsoft 365 credentials (username & password).


The error explains that the popup window was closed prematurely before the authentication had taken place, either through manual action (closing the window purposefully) or due to a browser security setting preventing pop-up windows.


Solution

This issue is entirely connected to the web browser and policy settings.


Please note Internet Explorer is not supported by the service portal

Please try the process again using an in-private browser session with one of these browser types:

  • Microsoft Edge
  • Firefox
  • Google Chrome


Other things to try:

  • Ensure any pop-up blockers are disabled. (Info on how to in this link)
  • Verify browser and workstation security settings allow pop-up windows.
  • Try the process on a different computer, preferably using a different network access (e.g. tethered to a mobile hotspot)