Troubleshooting CompanionLink for Google: Common Issues & FixesCompanionLink for Google helps synchronize contacts, calendars, tasks, and notes between desktop applications (like Outlook, Palm Desktop, or other PIMs) and Google services. While it’s designed to be reliable, synchronization involves multiple moving parts — local data, CompanionLink, Google’s APIs, and network connectivity — so problems can occur. This article walks through common issues, diagnostic steps, and practical fixes to get your sync back on track.
Quick checklist before troubleshooting
- Ensure you have the latest CompanionLink version: updates include bug fixes and compatibility improvements.
- Confirm your Google account credentials are correct and that two-factor authentication (2FA) settings aren’t blocking access.
- Check your internet connection and any corporate VPN/firewall that might block sync.
- Back up your data (local PIM and Google) before running major fixes or resets.
Common issue categories
- Authorization & sign-in failures
- Partial or missing data after sync
- Duplicate contacts or calendar events
- Sync errors or stalled sync jobs
- Incorrect or missing calendar timezones
- Performance or slow sync
- Conflicts between multiple sync methods (e.g., native Google sync + CompanionLink)
1) Authorization & sign-in failures
Symptoms:
- CompanionLink can’t connect to Google or repeatedly prompts for sign-in.
- “Authentication failed” or “Access denied” errors.
Causes:
- Incorrect password or changed credentials.
- Two-factor authentication or app-specific password requirements.
- CompanionLink token expired or revoked.
- Google account security settings blocking third-party app access.
Fixes:
- Re-enter credentials in CompanionLink and complete any Google 2FA prompts.
- If you use 2FA, create and use an app-specific password (if CompanionLink version requires it).
- Check Google Account > Security > Third-party access and remove/revoke CompanionLink, then reauthorize.
- Ensure CompanionLink is allowed in any corporate firewall or proxy; test on a different network if possible.
2) Partial or missing data after sync
Symptoms:
- Some contacts, calendar events, or tasks didn’t appear in Google or your PIM.
- Only recent items synchronize; older items are missing.
Causes:
- Sync filters in CompanionLink limiting which items are synced (date ranges, categories, address books).
- Items stored in a different local folder/profile not included in sync.
- Google’s storage limits reached (rare for contacts/calendars but possible for attachments).
- Corrupt local data or malformed entries that fail to upload.
Fixes:
- In CompanionLink settings, verify sync filters: date range, categories, and which address books/folders are selected.
- Check your PIM’s archive folders or alternate profiles for missing items and include them.
- Export a sample missing item to CSV/ICS and try importing directly into Google to test if the item itself is accepted.
- Run any PIM data repair utilities (e.g., Outlook’s ScanPST) to fix potential corruption.
- Re-run a full sync or reset sync history (see section: Resetting sync state).
3) Duplicate contacts or calendar events
Symptoms:
- Many duplicate entries appear after a sync or accumulate over multiple syncs.
Causes:
- Multiple sync paths: CompanionLink plus another sync tool (native Google sync, phone vendor sync) causing duplicates.
- Incorrect matching/merge rules in CompanionLink.
- Partial syncs leaving tombstones that re-create items.
Fixes:
- Disable other sync services temporarily (e.g., phone’s Google account sync, third-party sync apps) and resync with CompanionLink only.
- In CompanionLink options, configure matching rules (match by email, UID, or other unique fields) before doing merges.
- Use Google Contacts’ built-in merge duplicates tool to clean up, then run a clean full sync.
- If duplicates persist, export contacts to CSV, deduplicate locally, then re-import to Google and reinitialize CompanionLink sync.
4) Sync errors or stalled sync jobs
Symptoms:
- Sync hangs at a particular step or throws specific error messages (e.g., API errors, rate limit notices).
- Logs show repeated failures.
Causes:
- Temporary Google API errors or rate limits.
- Network interruptions.
- Large changes (bulk edits) overwhelming the sync process.
- Permissions issues or malformed responses from Google.
Fixes:
- Check CompanionLink logs for error codes; common Google API errors often indicate temporary service issues — wait and retry.
- Restart CompanionLink and your computer, then run a manual sync.
- Break up large sync jobs: perform smaller batches (e.g., sync only contacts, then calendars).
- If rate limits are hit, wait an hour and avoid making bulk changes across devices during that period.
- Update to the latest CompanionLink; contact their support with logs if the error persists.
5) Timezone or event timing problems
Symptoms:
- Calendar events appear at wrong times on Google or on devices.
- Repeating events shift times after sync.
Causes:
- Mismatched timezone settings between local PIM, CompanionLink, Google Calendar, or device.
- Daylight Saving Time rules differences historically applied.
- Events stored as “floating” (no timezone) in one system and interpreted differently by another.
Fixes:
- Ensure consistent timezone settings in Google Calendar (web), your operating system, and the source PIM.
- In CompanionLink settings, enable or disable timezone conversion consistently based on your workflow.
- For repeating events, recreate them after fixing timezone settings to ensure correct recurrence rules.
- Convert floating events to fixed timezone events when possible.
6) Performance or slow sync
Symptoms:
- Sync takes a long time or CPU/network is heavily used during sync.
Causes:
- Large volume of items or attachments.
- Network latency or bandwidth limits.
- Background antivirus/backup scanning interfering with CompanionLink files.
Fixes:
- Limit initial syncs to recent items (reduce date range) and gradually expand.
- Pause other intensive network tasks during sync.
- Add CompanionLink folders/processes to antivirus/backup exclusions.
- Run sync during off-hours or on a faster network.
7) Conflicts with multiple sync methods
Symptoms:
- Data flips back and forth between versions or duplicates reappear after fixes.
Causes:
- Two or more sync tools (device native sync, Google’s own sync, CompanionLink) writing to the same Google account without coordination.
Fixes:
- Choose one primary sync method. Disable other sync paths or set them to read-only if possible.
- If you must use multiple sync solutions, clearly separate data sets (use different calendars/address books) to avoid overlap.
- Use events/contact categories to filter which items each tool handles.
Advanced fixes
Resetting sync state / clean re-sync
When other troubleshooting fails, a clean re-sync often resolves persistent issues.
General safe procedure:
- Back up local PIM data and export Google contacts/calendar (CSV/ICS).
- In CompanionLink, disable sync or stop its service.
- Option A — Two-way clean:
- Clear sync history in CompanionLink.
- Delete problematic items from Google (after backup) if needed to prevent duplicates.
- Re-enable CompanionLink and allow a fresh two-way sync. Option B — One-way authoritative push:
- Decide which side is authoritative (local or Google).
- Export authoritative side and import to the other, replacing data there.
- Reinitialize CompanionLink with fresh matching rules and sync.
Notes:
- Be cautious: deleting data on Google will remove it from all devices connected to that account.
Reading CompanionLink logs
- CompanionLink produces sync logs that show detailed step-by-step operations and API responses.
- Locate logs via CompanionLink’s Help > Diagnostics or the app’s installation folder.
- Look for repeated error codes, API messages, or particular items mentioned. Share logs with CompanionLink support if you need their assistance.
When to contact CompanionLink support
- Persistent errors after attempting the steps above.
- Errors that include application-specific codes you can’t resolve.
- Complex setups involving Exchange, multiple PIMs, or company networks.
Provide them: - Exact CompanionLink version, OS version, and PIM details.
- A copy of recent logs (redact any sensitive data if necessary).
- A concise list of the troubleshooting steps you’ve already tried.
Preventive tips
- Keep CompanionLink and your PIM updated.
- Avoid running multiple sync tools against the same Google account.
- Keep regular backups of both local and Google data.
- Make small incremental changes rather than massive bulk edits when possible.
If you want, tell me which PIM and OS you’re using (Outlook/Windows, macOS, Thunderbird, etc.) and any error messages or log snippets — I can give step-by-step instructions tailored to your setup.