How to Resolve Riva On-Premise Common Sync Issues

Article ID: 721
Last updated: 21 Dec, 2016

Riva On-Premise issues can be associated to one of the following categories:

Installation Best Practices

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:

  1. The Riva connection objects and sync policy depend on the correct preparations being completed. Each CRM and version of Exchange may have different requirements. Ensure that all of the requirements in the applicable deployment checklist are completed.

  2. The Riva server does not have an installer program. The installation is performed by extracting a ZIP file to a suitable location. To ensure that the correct file system permissions are applied and the services are installed, log in to the host Windows system as a user with local administrator privileges.

  3. To ensure that data sync is successful, ensure that the setup steps are followed in the correct order. Each CRM and version of Exchange may require different steps in the setup process, so follow the steps in the correct deployment checklist that matches your email system.

Resolving Riva Server Issues

Common Riva server issues include:

Unable to run the Riva Manager application

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:

Riva wizards fail to complete

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:

Resolving Riva License Issues

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:

Common license errors and resolutions

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:

  • Riva Manager application opens in DEMO mode. When opening the Riva Manager application, Riva reports that it is operating in DEMO mode.
  • Sync policy opens in EXPIRED mode after replacement license applied. When a sync policy is opened, Riva reports that the policy is expired, but the CRM monitor is not reporting any license errors while syncing users.
  • User is unlicensed. The CRM Monitor reports that one or more users are "unlicensed" after new users are added to one or more sync policies.
  • Exceeding license count. The CRM Monitor reports that one or more users are "exceeding the license count" after users are removed and new users are added.
  • License details show nothing. After applying a replacement license, checking the license details of a sync policy displays nothing.
  • License details are incorrect. After applying a replacement license, checking the license details of a sync policy displays incorrect license details.

Procedure to apply license files

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.

Procedure to clear the license tracking file

Many license issues result from applying a replacement license file without clearing the license tracking file. Procedure: To clear the license tracking file.

Resolving Email Connection Issues

Each email platform has common connection issues of its own:

Resolving Exchange connection issues

Resolving IBM Notes connection issues

Resolving Google's GMail or G Suite connection issues

Resolving GroupWise connection issues

  • Connection test passes but trusted application key fails.
  • Invalid key for trusted application: GroupWise 7 or 8 is upgraded to GroupWise 2012, and data sync fails.
  • GroupWise is upgraded to GroupWise 2014, and data sync fails.
  • Unable to see users when adding users to sync policy.

Resolving CRM Connection Issues

Common CRM connection issues include:

  • Unable to create connection - 503 error.
  • Connection to CRM fails - invalid credentials.
  • Connection to CRM fails - invalid host URL.
  • Cannot switch "Connection Options" in sync policy to "Use Impersonation".
  • Cannot locate CRM user - unable to find user based on email address.
  • Cannot locate CRM user - multiple CRM users have the same email address.

Resolving CRM Agent Service Issues

Riva uses the following CRM Agent Service executables based on email platform:

  • Omni.Riva.CrmAgentEx.exe - for Exchange, IBM Notes, and Google's G Suite.
  • Omni.Riva.CrmAgent.exe - for GroupWise.

Common CRM Agent service issues include:

  • Service works and then stops unexpectedly.
  • Service fails to start.
  • Service cannot write to local folders in the \Riva folder structure or the Windows temporary folders.

Resolving SDK Connector Service Issues

Common SDK Connector service issues include:

  • Cannot connect to the SDK service (CRM connection).
  • Cannot connect to the SDK service (Notes sync issue).

Resolving Data Sync Issues

Common errors:

  • Cannot locate Contacts folder.
  • Access Denied or Permission errors.
  • User is inactive.
  • Riva is unable to locate user mailbox.
  • New user is not syncing.
  • User removed from the sync policy is still in active user queue in CRM Service monitor application.
  • User is removed and re-added to sync policy with new email address causing duplicate data to be synced.
  • Folder ID mismatch errors appear in the logs for calendar sync.
  • User ID mismatch errors appear in the logs after mailboxes have been migrated.
  • User is moved between sync policies causing duplicate data to be synced.
  • User is added to two sync policies causing duplicate data to be synced.
  • Users are properly renamed in the sync policy resulting in "unlicensed" errors.
  • CRM syncing: API calls, web service timeout, or service unavailable errors.

Exchange-specific errors:

GroupWise-specific errors:

Resolving Performance Issues

Common issues include:

  • CPU usage or system memory is almost all consumed.
  • It takes hours to complete a sync cycle for a user or small set of users.

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Article ID: 721
Last updated: 21 Dec, 2016
Revision: 17
Views: 6752
Comments: 0
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folder Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Troubleshooting (Includes Monitoring)

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