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Outlook Subscription Failure

Answered
Ignacio Gargallo

🐛 Bug - Outlook Calendar Integration: Webhook Subscription Renewal Failing / Events Created in Outlook Not Appearing in Momentus

  • Environment Observed: NA
  • Account Name: Cain Center for the Arts
  • Account ID: account-6451-A
  • Is this a converted account? Unknown
  • Date Converted: Unknown
  • Issue Scope: One customer
  • Event Name: N/A
  • Event ID: N/A
  • Was the issue reported by the client? Yes
  • Client Contact Name: Joe Hunsaker
  • Client Contact Email: jhunsaker@cainarts.org

What's the problem? The Microsoft Graph webhook subscription for room resource GoodrumBoardroom@cainarts.org is failing, returning Unknown Error (SubscriptionId: dff5cbdc-093e-437c-94ed-058ba50b825e). Outlook to Momentus sync was confirmed working as recently as May per the Activity Log but is no longer functioning. Confirmed on a call with the customer that events created in Outlook do not appear in Momentus. Momentus to Outlook may be working but needs additional review.

  • Is the issue reproducible? No
  • If reproducible, where? N/A
  • Demo/Staging/Pitstop Account: N/A
  • Demo/Staging/Pitstop Event ID: N/A
  • Steps to reproduce: Not reproducible on demand — occurring in production on tenant account-6451-A only

Expected behavior: Real-time bidirectional sync between Momentus Elite and Outlook room resource calendars should be maintained. Events created in Outlook should appear in Momentus.

Troubleshooting steps already taken:

  • Customer IT confirmed rooms are configured as Rooms & Equipment in M365 with no passwords or MFA, and no recent changes were made on the M365 side
  • Integration confirmed Active in Momentus Connect
  • Activity Log confirms successful syncs as recently as May 2026, but Outlook to Momentus sync has since stopped
  • Confirmed on call with customer that Outlook events are not appearing in Momentus

Question: Would having the customer disable the integration and re-authenticate be a safe next step, and are there any implications to be aware of before doing so?

Workaround identified? No permanent workaround identified

Attachments available? Yes, screenshots included (M365 Rooms & Equipment view, Momentus Connect activity log)

Zendesk ticket link: Ticket: FW: Renewal of Outlook Subscription… – Momentus Support Center – Zendesk

 

Comments

6 comments

Date Votes
  • Linda Moyer

    I've moved this over to the Outlook Calendar Integration forum to trigger notifications for those who handle that. Victor Nogales Junior can someone on your team assist?

  • Seth Halvaksz

    Ignacio Gargallo is there a jira ticket from support?

  • Kristi Miles

    Seth Halvaksz we're seeking advice from product on what to do. There's no Jira because we're unsure if this is a bug or not. 

  • Seth Halvaksz

    Hi Kristi, tagging Victor Nogales Junior on this as he owns the Outlook Calendar integration

  • Victor Nogales Junior

    Karan is already assisting Kritsti and Ignacio in a separate chat. Replicating here his comments.
    Thanks, Victor.

     

    Yes its simple to fix from UI Space mapping screen:

    Support or Customer can manually remove the desired space mappings from MoCo and then re add those same mappings from MoCo UI.

    Do this for both subscriptions as both subscriptions have failed to renew since past couple of days, meanwhile i will log a ticket to resolve this automatically from code going forward.

     for eg:

    Go to this space mapping screen and remove the mappings first using the delete icon:

    Then re add those same mappings again.

    Note: Make sure you take screenshot of this grid before deleting to know exactly which Outlook room to map to which Momentus space.

     

  • Karan Mohnani

    This is the related support ticket - https://ungerboeck.atlassian.net/browse/SPT1-7075

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