A customer reported seeing Exchange connection errors in the CRM Monitor indicating that the remote name could not be resolved. The customer confirmed that connection and impersonation tests were passing in the Riva Manager application for the Exchange connection.
Error in the Log
Examination of the crmex-log file revealed:
2013-04-24 14:33:15,267 INFO [CTP-kjz #1] [239QX6BH296O] Unhandled web exception error: NameResolutionFailure
2013-04-24 14:33:15,270 ERROR [CTP-kjz #1] [239QX6BH296O] Connection to Exchange Server failed: Request failed. The remote name could not be resolved: 'bogus'
2013-04-24 14:33:15,277 INFO [CTP-kjz #1] [239QX6BH296O] Total Synchronization Time: 2 secs. (2:33:15 PM)
2013-04-24 14:33:15,286 INFO [CTP-kjz #1] [239QX6BH296O] Synchronization Completed in 2 secs. (2:33:15 PM)
2013-04-24 14:33:15,287 ERROR [CTP-kjz #1] [239QX6BH296O] Minor error occurred during synchronization.
Omni.Scheduling.SchedulePostponeException: The remote name could not be resolved: 'bogus' ---> System.Net.WebException: The remote name could not be resolved: 'bogus'
Closer examination of the network environment revealed that there is a proxy environment (named "bogus") using AD authentication credentials to grant network access. The user was logged into Windows using an AD admin level user, but the Riva connection agent service was configured to log on as the LOCAL SYSTEM user.
When the user ran the connection tests from the Riva Manager application, Windows used the credentials of the logged-on user. When the Riva connection agent service tried to connect to Exchange, LOCAL SYSTEM was not authorized for proxy access, and a result, it was unable to resolve the name of the EXCHANGE system configured in the Riva connection.
Configured the Omni Riva CRM Agent service to log on as an AD user with administrator or super-user equivalent permissions, and the proxy granted network access.
Article ID: 1020
Last updated: 23 Jun, 2016
Also listed in
Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Troubleshooting (Includes Monitoring) -> Resolving GroupWise Connection Issues