Troubleshooting issues with Google Suite and Microsoft account syncing

LeverTRM can sync with your Google Suite and Microsoft Office accounts to allow you to manage talent relationships across the products you already work out of. If you are encountering issues related to Lever's ability to sync with either your Google Suite or Microsoft Office account, follow the steps below to run a generic account reset.

Step 1: Reset your login

• Navigate to Settings > My account
• Uncheck each of the boxes under the 'Permissions' heading (Contacts, Calendar, and Email)
• Click Save Changes
• Authenticate the disconnection as prompted; you will then be directed back to Lever
• Re-check each of the boxes under the 'Permissions' heading.
• Click Save Changes
• Re-authenticate the connection as prompted

See below for a video example of how to do this with a Google Suite integration.

Step 2: Clear your browser cache and cookies

• Sign out of LeverTRM
• Click the three stacked dots ⋮ in the upper-right of your Chrome browser window
• Click More Tools > Clear browsing data
• In the modal that appears, set the time range to "All time" and ensure that all three boxes are checked
• Click the Clear data button

Step 3: Ensure you are using an up-to-date version of Google Chrome

• Click the three stacked dots ⋮ in the upper-right of your Chrome browser window
• If there is a pending update, you will see an Update Google Chrome button at the top of the menu; click this button to update to latest version of Chrome
  • If you do not see an Update Google Chrome button in the menu, it means you are already on the latest version.

• Click Relaunch

If you wish to confirm that you are on the latest version of Chrome:

• Click the three stacked dots ⋮ in the upper-right of your Chrome browser window
• Click Help > About Google Chrome
• Chrome will automatically check for updates when you are on the 'About Chrome' page; to apply any available updates from here, click Relaunch

Step 4: Log out of any alternate Chrome profiles

Ensure that you are logged out of any alternate Google Chrome profiles. You should only be be logged in on your primary Google Chrome profile before proceeding to the next step. To log out of a Google Chrome profile, click the profile's avatar in the upper-right corner of the browser window and select Sign out from the menu that appears.

Step 5: Log back into LeverTRM via an Incognito window

• Open an Incognito window in your browser
  • Press Cmd + Shift + N on your keyboard or click the three stacked dots ⋮ in the upper-right of your Chrome browser window and select New Incognito window.
• Navigate to hire.lever.co
• Select the option to login with your Google or Microsoft credentials accordingly

• Retake the action that resulted in the original error

Refresh token expiration

Account syncing can be impacted by the expiry of your Google or Microsoft account's refresh token. If your refresh token has expired, you will need to re-authenticate your account to generate a new token. Refresh tokens expire under the following conditions:

Google

• You have revoked Lever's access to Google data
• The token has not been used in the last six months
• You have changed the password associated with your Google account

Microsoft Office 365

• You have revoked Lever's access to Microsoft data
• It has been 90 days or more since you last authenticated your account using Microsoft Single Sign On
• You have changed the password associated with your Microsoft Office 365 account

Microsoft Exchange (on-premise)

• You have changed the password associated with your Microsoft Exchange account