Overview
This article is for all users who schedule interviews using the ATS with the Cronofy integration. It helps you diagnose and resolve common connection, permission, interviewer list, and time zone issues so events sync correctly and display in the right calendars.
Reporting/Troubleshooting/Best Practices
Calendar Connection Issues
Does every user need to connect to Cronofy?
Not required: Not every user must connect. If a user is not connected, you will not see their calendar availability during scheduling, and the event will not auto-sync to their calendar. They will still receive an email invitation, and the event will appear on their personal calendar if they accept the invite.
Can I use an account that is attached to multiple calendars?
Multiple calendars: Yes. Select the specific calendar you want to sync when connecting.
Cronofy will not connect to Outlook, and I’m trapped in a connection loop. What now?
Try Exchange: If you use Microsoft Exchange/Outlook, connect using the Exchange option instead of the Outlook option.
If still stuck: Contact our Support Team.
Still struggling to connect with Cronofy?
Manual connect: Try connecting directly at https://app.cronofy.com/user/calendar_services.
I received an email notification that says “Action required: Please connect your calendar(s) with isolved Talent Acquisition.” What do I do?
First-time setup: Client users who use Cronofy must connect their calendars for the best scheduling experience.
Interviewer invite: Users who have not previously connected a calendar but are added as an interviewer will receive this email prompting them to connect.
I received an email saying I need to relink the Exchange calendar. What do I do?
Relink required: The connection between your calendar and Cronofy has lapsed (for example, due to a password change, account lockout, or revoked access). When the connection is available again, the system syncs and Cronofy sends this email. Reconnect your account.
Action required: Review admin consent request for Cronofy.
Important: If your organization uses Microsoft Office 365 and Azure, an Exchange admin must approve the Cronofy app before users can connect. Once approved, users can complete the connection.
What IP addresses do we use with the Cronofy integration?
Allowlist: 3.92.86.8.
Allowlist: 3.93.102.137.
Allowlist: 3.93.204.184.
Interviewer Selection Issues
Why are Admin users who do not have access to a career site showing as available Interviewers in Cronofy?
By design: The available Admin users in the Interviewers list are not limited by career site access. This is not a bug.
Optional restriction: If preferred, the list can be restricted so only Admin users with access to the career site appear in the Interviewers list. An Admin user can contact our Support Team to request this configuration.
Why is the Admin user I want to select not displayed in the Interviewers drop-down list?
Two common causes: The user is not set up in the system, or the feature Enable Admins Can Only See Other Admins Assigned to the Same Career Site is enabled.
If the feature is enabled: Admins will only see other Admins on the same career site(s). An Admin user can contact our Support Team to disable this feature.
Time Display Issues
Why are available time slots displayed in my time zone when I made someone in another time zone the Organizer?
Creator’s time zone: Available time slots are shown in the time zone of the logged-in user creating the event, regardless of who is assigned as the Organizer. This removes guesswork for the sender.
How are time zones displayed for event participants?
Creator’s view: Available time slots are displayed in the time zone of the user creating the event.
Example: If the creator is in Mountain Time and adds an interviewer in Eastern Time, the available time slots (including the interviewer’s availability) display in Mountain Time for the creator.
Candidate view: The booking form displays time in the candidate’s browser time zone.
Provider control: Each calendar provider (Google, Outlook, etc.) controls how event times display and notify attendees. This can change over time and is not controlled by isolved Talent Acquisition or Cronofy.
UTC creation: Events are created by Cronofy in UTC.
Different displays: Some providers highlight cross-time-zone differences; others may show UTC or the attendee’s local time. Regardless, events should appear at the correct local time based on each attendee’s calendar settings.
Microsoft Exchange Issues
Cronofy setup: Additional calendar settings with Microsoft Exchange.
Permissions needed: If your Cronofy integration shows connected but time slots are missing, your Exchange admin may need to enable the necessary calendar-setting permissions in Exchange.
Reconnect required: After permissions are enabled, users should reconnect their accounts to Cronofy.
Does Cronofy use ActiveSync to connect to an Office 365 mailbox?
EWS, not ActiveSync: Cronofy connects using Exchange Web Services (EWS), not ActiveSync.
Does Cronofy support Microsoft 365 GCC High?
Not supported: Cronofy supports major providers, including Google and Microsoft 365 (commercial/standard tenants). Microsoft 365 GCC High is not supported due to tenant/connectivity limitations.
FAQs
Where can I find Cronofy’s FAQ page?
Cronofy FAQs: https://www.cronofy.com/faqs/.