Riva Live users with Personal accounts, or who have an account as part of a Riva Live Company subscription, are able to manage their own Riva Live account:
Login into a Riva Live Account
A user will need to login into their Riva Live account to perform command self-management tasks. To login into an account:
- Go to https://www.rivasync.com.
- Provide the email address for the Riva Live account and the password.
- Click Login.
If the web browser prompts to remember the login password, always choose to not remember the password.
Once logged in, the user will have access to their personal Riva Live account.
From this screen a user can access their engage live help, submit a contact us form, modify account settings, modify connections, modify and enable/disable their syncronisation policy, view their logs and logout.
Engage in a Live Chat Session
During normal working hours, Riva sales and support staff are available for live chat. To open a chat session:
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Click on the "Live Chat" link in the top navigation area.
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Select the applicable type of online agent you wish to chat with from the "Department" drop-down list, provide your name and email address.
Click "Submit"
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If an agent is available to respond, a live chat session will start in the browser window.
Submit a Contact Us Form
A user can also submit a "Contact Us" form:
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Click on the "Contact Us" link in the top navigation area.
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Complete the "Contact Us" form (ensure that the email address is correct) and click "Submit".
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Your contact us submission will be assigned to a sales or support agent who will reply by email.
Change a Riva Live Account Password
Any Riva Live user has the ability to modify their own Riva Live account password that is used to log into their Riva Live account. To change a Riva Live account password:
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Click on "Change Password" in the top navigation area.
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Provide a new password and click "Submit"
The browser will stay on this page. To return to the account page, click on the < Back link or on the Dashboard link in the top navigation area.
Change a Connection Password
Riva Live depends on a successful connection to the user's email account and CRM account. If the user (or an administrator) changes a password, Riva Live will no longer be able to sync data. To change a connection password:
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Click on the Edit link to the appropriate connection.
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In the Connection Edit window, provide the correct password, check the "I understand" checkbox and click the Test link.
Riva Live will confirm if the password works. If the password fails, Riva Live will provide additional help to possibly correct the issue.
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If the password test passes, click OK.
(Note - if data was not synchronising due to an incorrect password and the password is changed, Riva Live will automatically start to sync data during the next full sync cycle.)
Modify a Connection
If a company or a user changes their email or CRM account to another service provider, the current connection will become invalid. Users cannot modify the connection URL or username. If the connection needs to be modified, the user must choose to Edit the connection and click the Delete button.
This will cause the connection, the policy and the sync history to be deleted.
After removing the connection, the user will be able to create a new email or CRM connection (see "Step Two:Configure your System Connections" for instructions.)
Important Notice: Changing connection details (the connection URL or the username) will break the existing connection. When a connection is deleted, the corresponding Synchronisation policy will be lost. The user will need to create a new connection and re-create the Synchronisation policy. This will result in the Riva Live service removing the previously synched CRM data (contacts, appointments, tasks, and drop folders) from the user's mailbox and it will disappear from their email client. In some cases, "Lost & Found" folders may be created in the user's mailbox. Please refer to "What is Lost & Found" for more details.
Enable or Disable a Synchronisation Policy
In some cases, there will be a need to stop data synchronization between the CRM and the email account (leaving on vacation for two weeks). This can be done by:
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Logging into the Riva Live account.
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In the Riva Live account page, under "Synchronisation Poicy" click on the Edit link beside Enabled?
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In the "Synchronisation Policy Settings" window, under the "General" tab:
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Uncheck the Enabled box to disable the policy. A red notice will appear advising that the policy is disabled and will not be synchronized.
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Check the Enabled check box to enable the policy. The red notice will disappear.
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Click OK to save the changes.
Modify a Synchronisation Policy
Users may want to modify the settings for their synchronisation policy. Most of the settings can be reset, and the changes will be implemented during the next Riva sync cycle for the user's account. (Modifying the sync policy is not available for Riva Live Corporate Accounts.) Refer to following KB articles for a full description of the settings for a Riva Live synchronisation policy:
There are two policy settings that a user cannot modify:
- Historic Item Filter - Sync Start Date, and
- Category Name
If a user needs to change either of thise two settings, complete a Contact Us form to request the change.
View the Synchronisation Logs
User can review their sync status by selecting the Open Viewer link under "Synchronisation Policy". This will open a log file in the browser. There are two options: Normal View and Details.
If there are connection errors in the log file, or if many of the data items fail to sync, complete a Contact Us form and request help.
Click the Go back button to return to the Riva Live account settings page.
Logout of Riva Live
Logout of Riva Live when you have completed your configuration or modifications.
