PROBLEM

• A contact isn’t syncing into Outlook from Gorilla.

CAUSE

Possible reasons for this are:

• The “Outlook Type” isn’t set in Gorilla.  This is generally the most frequent reason.
• The contact has too many notes.  Unfortunately, Outlook has a limitation on the amount of characters it can have in its “Notes” section of a Contact.  This is a less frequent issue.

SOLUTION

If the “Outlook Type” isn’t set in Gorilla:

1. Open the affected Contact Group and move to the Phone/Fax Number screen.
2. Make sure Outlook Types are set.  If you are unsure how to set these, please see your help file in Gorilla. (Help>Contents)
   
3. If there are multiple Contact Groups with sync issues, go to “Tools” and then “List Order Update Utility.”  You will see an “Update Outlook Types & List Orders” selection screen.  Select “Default Address Bundle, then “Secondary Address Bundle” in the drop down box. 
   
4. Click the “Run Update” button.  (Note: This will attempt to predict what is correct as the “Outlook Type.”  If this sets incorrectly, you will have to manually change them.) 5. Perform the sync again.

If the CG has too many notes:

We would recommend you consider performing a “Spring Cleaning.”  This will help you clean up the database so it will run faster, and possibly help alleviate some of the offending notes.

1. To perform a spring cleaning, download our Spring Cleaning document and follow the steps in there.
   
2. ​Pay Special attention to Section “C” on page 11 of this document.
   

Once you have completed the steps of this document, perform the sync again.