SAP Knowledge Base Article - Public

3068917 - Synchronization Disabled For User Due To Duplicated Items


In Groupware Server Side Integration, one or more of your users' synchronization is being disabled with the following error message:

"synchronization was stopped in order to not produce duplicates for the following item(s) (X (where X is the number of duplicated entries)): 'ABC (where ABC will be a document subject and details)' in 'C4C' review if any other synchronization solution is running and turn it off to resume sync, modify/delete objects causing duplications and resume sync"


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SAP Cloud For Customer

Reproducing the Issue

  1. Go to E-mail Integration Work Center.
  2. Go to Groupware Settings.
  3. Users tab.
  4. Enter the affected user from the list.
  5. Go to Statistics tab.
  6. Check the error in red in the list.
  7. In the message column you can see the error message stated above. 


There can be two causes for this issue depending on the synchronization direction:

  1. If from Outlook towards C4C then it happens because there are two or more duplicated (same subject and time) items on the calendar. There can be duplicated items also due to other third-party add-ins.
  2. If from C4C towards Outlook, then it happens because there are 10 or more duplicated (same subject and time) items (e.g. Visit, Appointment, etc.) in C4C. 


If cause 1:

You should check in user's Outlook calendar for more than one items with same details attempting to be synched to C4C. Sometimes other third-party add-ins may create duplicated events in the Outlook calendar, so you can check that as well. There should not be duplicated items with same subject and time, so you'd have to remove them and then enable the synchronization again for the user in the Groupware Settings.

If cause 2:

You should check in C4C if there are more than 10 duplicated items (e.g. Visit, Appointments, etc.) that the user is attempting to sync. These can be created manually by the user directly in C4C, but to be able to synchronize they should prevent having more than 10 items with the exact same details or else sync will be disabled. After removing or editing the items in C4C so there are at least less than 10 duplicated, you can enable again the synchronization in Groupware Settings for the affected user.

After resolving the duplications for either causes you can enable sync again by following the steps below:

  1. Go to E-mail Integration Work Center.
  2. Groupware Settings.
  3. Users tab.
  4. Select the affected user.
  5. Under Actions column click on "Enable Synchronization" icon. 


Groupware; Server Side; SSI; Sync Disabled; Duplicated; Visits; Appointments; Enable; Error; Log; , KBA , LOD-CRM-GW-SCC , Invisible CRM - Smart Cloud Connect Solution , How To


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