Troubleshooting for Events created in Exchange/Outlook not populating on EventBoard for on-premise Exchange users

    April 23rd, 2019

    Last updated: April 23rd, 2019

      Area of Troubleshooting: Calendar Sync

      Environment:
      Exchange 2007 SP1, Exchange 2010, Exchange 2010 SP1 - SP3, Exchange 2013, Exchange 2013 SP1, Exchange 2016. 

      Problem Description: 
      In December 2018, Teem Technologies announced a 60 day sunset period for the use of the insecure TLSv1.0 encryption protocol. TLSv1.0 can allow man-in-the-middle attacks potentially revealing the respective customer’s data and credential information.

      On February 28th, 2019, Teem deprecated support for the TLSv1.0 security protocol on our servers. On March 3, 2019, Teem Customer Support began to receive reports that some customers using on-premise Exchange servers were noticing that events had stopped syncing to all of their Teem Room Display devices. 

      Problem Identification & Root Cause Analysis 

      Immediately following these reports, engineers at Teem began to investigate the problem. The root cause was identified as TLS compliance for push notifications from on-premise Exchange environments. Affected customer systems did not have Exchange servers that complied with the Microsoft TLS security updates and patches.

      Actions & Next Steps: 

      First, affected clients should verify that they have completed the steps in this guide.

      Secondly, administrators will need to follow the steps outlined in this article to properly set TLS 1.2 (or above) as the default outbound connection protocol.

      In the above guide, clients will want to focus on the following sections:

      • "Enable TLS 1.2 for SChannel" 

      • "Enable TLS 1.2 for .NET 3.5" 

      • "Enable TLS 1.2 for .NET 4.x"

      After running the registry edits found in the guide above, administrators will need to restart updated Exchange servers. Steps to validate the configuration are provided in the referenced articles.

      What next?

      After performing the steps above, navigate to app.teem.com and open the left-hand menu.  From this menu, select “Manage” and then “Calendars”.  Next, click the “Select All” checkbox in the list of calendars and click the “Re-sync” button.  Perform this step for all calendars present; this will re-initialize the calendar push notification subscriptions.

      To test the solution, run the following tools on your mail server and ensure TLS 1.1 or higher is being utilized:

      Teem asks that you perform the outlined steps even if you believe that you’re already supporting TLS 1.1 and/or 1.2. While TLS 1.1 and 1.2 may be enabled in some systems and contexts, it is possible that not all subsystems recognize the new defaults (namely the components that connect to the Teem platform). Taking the steps above are key to resolving this issue.

      All Teem products and services have continued to operate for customers during this process. Teem recommends maintaining current patch levels for all email/calendaring and operating systems. This guide is provided to inform your infrastructure, administrative and operations teams of particular areas of interest.

      Please Note: Apple, Google, and Microsoft will be deprecating support for TLSv1.1 in early 2020. Please plan ahead now to support TLSv1.2 and TLSv1.3.

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