The following error occurs and prevents the synchronization:
[Cycle] Fail synchronization due to the UserId conflict. Previous UserId: <005D0000001nZVwIAM>. Current UserId: <005D0000003j6ouIAA>.
[Cycle] Fail synchronization due to the UserId conflict. Previous UserId: <xxxxxxxxxxxxx>. Current UserId: <xxxxxxxxxxxxx>. Reinitialize using - Clear User ID Conflict - option to resolve.
This error indicates that a synchronization had previously been completed for a specific user, but the target users involved in the synchronization have changed.
Effectively, this error is caused by changing which user id in CRM is currently associated to the user's synchronization.
Possible Root Causes
The two scenarios described above are very dangerous to the synchronization process. In the above cases, none of the relationships and previously synchronized information will be present for the new user records. If the sync is allowed to continue, this can indicate that all of the previously synchronized records have effectively disappeared.
Impact of possible root cause #1: Any previously synchronized records will no longer be available, because none of the internal database identifiers are present in the new production system. Because previously synchronized records are not present and are not available in the new system, all records appear to Riva as though they were deleted. If the sync is allowed to continue, these records will likely be deleted from the other connected system that may still have these records present.
Impact of possible root cause #2: A result similar to what is described in #1 can occur. The risk for potential data loss still exists, even though the previously synchronized records may still exist in the system's internal database. The database unique identifiers between the previous system user and the new system user are not the same. This may result in a similar appearance of data loss, because the queries that are executed on the target system use the active user's unique system identifier to determine which records are relevant for the actively synchronizing user. This means that any record assignments in the system that are relationship-based, like a record owner field or a list of user attendees on an appointment, will still be pointing to the old user record, not the newer user record. Without updating all of the relationships in the system from the old unique user identifier to the new unique user identifier, the queries will return results that effectively look like the user has no visible contacts and an empty calendar.
Article ID: 1117
Last updated: 31 May, 2019
Also listed in
Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Troubleshooting (Includes Monitoring) -> Resolving Data Sync Issues