Need help?

What is my Provider URL?

Your Provider URL is the URL you use to access the Eptura Engage web application. For example, if your URL is https://example.condecosoftware.com then your Provider URL would be example.condecosoftware.com. Do not enter ‘https://’ before the URL or enter any text after ‘.com’.

I see a message saying I do not have a valid Eptura Engage subscription

1. Check the Provider URL is entered correctly (see above). Remove the ‘https://’ and anything entered after ‘.com’.
2. Check your organization has the minimum requirements. It could be that your version of Eptura Engage needs updating. 

The activation email did not arrive in my inbox

1. Make sure you have a valid Eptura Engage account and that the email address you are using in Outlook matches the email address in your Eptura Engage profile. 
2. Check your junk or spam folder, or ‘Other’ message view in Outlook.

I don’t see the meeting spaces I expected when searching

The Eptura Engage Outlook add-in only finds Eptura Engage meeting spaces OR Exchange rooms, depending on the choice made by your organization and subsequently configured by Eptura Engage.

I received a rejection email from the meeting space

It is possible the meeting space was booked by someone else after the search results were displayed and before you completed the booking. Close the add-in and re-open it to perform a new search.

The video equipment that is paired with an Exchange calendar is not invited when the associated meeting space is booked

Make sure the video equipment email address has been saved to the Eptura Engage meeting space resource and note that it can take up to 24 hours for updates to locations and resources, including adding an equipment mailbox, to be active in the Microsoft 365 integration. 

Note also,  whilst a recently paired video equipment mailbox may be visible to Eptura Engage Outlook add-in and invited when the associated Eptura Engage meeting space is booked, the video equipment may not be invited if the associated Eptura Engage meeting space is selected by the smart alternatives feature because it can take up to 24 hours before the equipment mailbox is activated in the Microsoft 365 integration.

The Eptura Engage Outlook add-in hangs when a delegate attempts to allow Eptura Engage access to the mailbox owner’s calendar.

The Eptura Engage Outlook add-in may hang when attempting to authenticate the calendar access if delegate permissions were not applied from Microsoft Outlook (i.e. delegate permissions were applied by the IT team using a Powershell command or in Active Directory). We recommend delegate permissions are applied by the mailbox owner from Outlook Web Access (OWA), by opening the calendar and clicking Share.