Riva On-Premise issues can be associated to one of the following categories:
Many of the issues recorded in this guide have occurred because some basic best practices were not adopted as part of the installation process. Adopting these installation best practices will help to prevent future issues:
Common Riva server issues include:
Issue: After Riva is installed, the Riva Manager application fails to load or start.
Cause: The Riva Manager application does not load if the .NET version installed and activated on your system is too low. Refer to the release notes of the Riva version you are using.
Errors and resolutions: Common errors and resolutions include:
The Riva Manager application includes three wizards: Request License, Check for Updates, and Request Support. All three connect to external resources. The Riva CRM Service Monitor application also includes the Request Support wizard.
Common wizard issues and resolutions include:
What to do if a Riva wizard fails:
Riva is licensed by the connection as part of the Riva server deployment. Each time the Riva Manager application is started or the CRM Agent service is started, the license files are read into memory. Most license errors result from a condition that the CRM Monitor application reports when trying to sync users.
This section covers:
This section discusses the common license errors that have been reported once the license has been applied. There is a correct procedure to apply a license. If it is not followed properly, many of these errors may occur:
Before applying a Riva license, understand that Riva can be licensed for multiple connections related to multiple policies. For most environments, there is a single license file, but in some environments there may be multiple files.
Many license issues result from applying a replacement license file without clearing the license tracking file. Procedure: To clear the license tracking file.
Each email platform has common connection issues of its own:
Common CRM connection issues include:
Riva uses the following CRM Agent Service executables based on email platform:
Common CRM Agent service issues include:
Common SDK Connector service issues include:
Common issues include: