Solution for CRM Agent Service for Exchange Stops Unexpectedly

Article ID: 118
Last updated: 26 Oct, 2015

Situation

A Riva On-Premise server is running on 64-bit Windows 2008, and the following two events are displayed in the event viewer.

Event #1

Log Name:      Application
Source:        Application Error
Date:          4/1/2010 1:47:40 PM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      stlriva.efc-intl.com
Description:
Faulting application name: Omni.Riva.CrmAgentEx.exe, version:
2.4.6.6319, time stamp: 0x00000037
Faulting module name: ntdll.dll, version: 6.1.7600.16385, time stamp:
0x4a5bdb3b
Exception code: 0xc0000374
Fault offset: 0x000cdcbb
Faulting process id: 0xf04
Faulting application start time: 0x01cad1cbc79a2b8a
Faulting application path: C:\Program
Files\omni\Riva\Application\2.4.6.6319\Omni.Riva.CrmAgentEx.exe
Faulting module path: C:\Windows\SysWOW64\ntdll.dll
Report Id: 0c10d7f0-3dbf-11df-a35d-0050568a4232
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2010-04-01T18:47:40.000000000Z" />
    <EventRecordID>463</EventRecordID>
    <Channel>Application</Channel>
    <Computer>stlriva.efc-intl.com</Computer>
    <Security />
  </System>
  <EventData>
    <Data>Omni.Riva.CrmAgentEx.exe</Data>
    <Data>2.4.6.6319</Data>
    <Data>00000037</Data>
    <Data>ntdll.dll</Data>
    <Data>6.1.7600.16385</Data>
    <Data>4a5bdb3b</Data>
    <Data>c0000374</Data>
    <Data>000cdcbb</Data>
    <Data>f04</Data>
    <Data>01cad1cbc79a2b8a</Data>
    <Data>C:\Program
Files\omni\Riva\Application\2.4.6.6319\Omni.Riva.CrmAgentEx.exe</Data>
    <Data>C:\Windows\SysWOW64\ntdll.dll</Data>
    <Data>0c10d7f0-3dbf-11df-a35d-0050568a4232</Data>
  </EventData>
</Event>

Event #2

Log Name:      System
Source:        Service Control Manager
Date:          4/1/2010 1:47:50 PM
Event ID:      7034
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      stlriva.efc-intl.com
Description:
The Omni Riva (CRM Agent for Exchange) service terminated unexpectedly.
It has done this 16 time(s).
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Service Control Manager"
Guid="{555908d1-a6d7-4695-8e1e-26931d2012f4}" EventSourceName="Service
Control Manager" />
    <EventID Qualifiers="49152">7034</EventID>
    <Version>0</Version>
    <Level>2</Level>
    <Task>0</Task>
    <Opcode>0</Opcode>
    <Keywords>0x8080000000000000</Keywords>
    <TimeCreated SystemTime="2010-04-01T18:47:50.410446900Z" />
    <EventRecordID>936</EventRecordID>
    <Correlation />
    <Execution ProcessID="468" ThreadID="2384" />
    <Channel>System</Channel>
    <Computer>stlriva.efc-intl.com</Computer>
    <Security />
  </System>
  <EventData>
    <Data Name="param1">Omni Riva (CRM Agent for Exchange)</Data>
    <Data Name="param2">16</Data>
  </EventData>
</Event>

Problem

Riva CRM Agent Service will stop unexpectedly without notice.

Resolution

  1. If you are running this on a 64-bit system, install Riva to
    \Program Files (x86)\Omni\Riva
  2. (Recommended.) For Windows 2008, because we connect using the MAPI Exchange API, run the service as a local administrator user instead of System.

To move Riva On-Premise

  1. Stop the CrmAgentEx service.

  2. Uninstall the CrmAgentEx:
    Execute: Start -> CMD ->  "C:\Program Files\omni\Riva\Application\2.4.6.6319\Omni.Riva.CrmAgentEx.exe" --uninstall

  3. Move Riva to  "C:\Program Files (x86)\Omni\Riva"

  4. Reinstall the CrmAgentEx:
    Execute: Start -> CMD ->  "C:\Program Files (x86)\Omni\Riva\Application\2.4.6.6319\Omni.Riva.CrmAgentEx.exe" --install

  5. Start the CrmAgentEx service. and confirm that synchronization works as expected.

Applies to

  • Riva CRM Integration Service for Exchange



Article ID: 118
Last updated: 26 Oct, 2015
Revision: 2
Views: 6394
Also listed in
folder Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Troubleshooting (Includes Monitoring) -> Resolving Riva Server Issues

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