Resolve the UserID <-1> Error for Riva for Sugar Sync

Article ID: 1201

Last updated: 02 Nov, 2016

Issue

A CRM (not necessarily Sugar) may report to Riva On-Premise that one or more users are not syncing, each having a user ID of -1, in a crmex-log file entry similar to this one:

Omni.Scheduling.SchedulePostponeException: Fail synchronization due to the UserId conflict. Previous UserId: <7472aa7b-e7df-3654-591f-4d89f96efc41>. Current UserId: <-1>. Reinitialize the System_User module to resolve. ---> Omni.Sync.Crm.Exchange.MismatchedUserIdException: Fail synchronization due to the UserId conflict. Previous UserId: <7472aa7b-e7df-3654-591f-4d89f96efc41>. Current UserId: <-1>. Reinitialize the System_User module to resolve.

Cause and Solution for Sugar

This error normally means that the User ID in CRM for this particular email address has changed. There is an issue with Sugar that returns this error incorrectly to Riva releases earlier than 2.4.38.22766.

To resolve the error:

Upgrade Riva On-Premise to the latest public release.

Other CRMs

If this error appears when Riva is syncing to a CRM other than Sugar, contact the Riva Success Team.

Related Error: UserIDs are Mismatched

If the log reports that the UserIDs are mismatched, contact the Riva Success Team for assistance.

[Cycle] Fail synchronization due to the UserId conflict. Previous UserId: <005D0000001nZVwIAM>. Current UserId: <005D0000003j6ouIAA>. Reinitialize the System_User module to resolve.