Riva CRM Integration - Documentation and Knowledge Base

Request and Activate a License: Riva On-Premise for Google

Article ID: 1276
Last updated: 30 Sep, 2020
The article titled Request and Activate a License for Riva On-Premise supersedes this article, number 1276. (Article number 1276 is no longer being maintained.)

This article discusses how to request and implement licenses for Riva On-Premise server.

When to Request a Licence

Request a license after configuring and testing the mail server and CRM connections, but before creating a CRM synchronization policy.

How Is the Riva On-Premise Server Licensed

The Riva On-Premise server is licensed using a subscription model based on the number of email users and the number of CRM users which Riva will sync data for. If the number of mail users or CRM users is different, a Riva licence is required for each of the additional number of mail users or CRM users who have access to data that is being synchronized by Riva.

If Riva is synchronizing data to a shared contact or calendar folder, a licence is required for each email user who has access to the shared CRM information that is synchronized by Riva.

Riva supports multiple internet email domains, provided that each domain is identified in the licence request.

Riva License Modes

Riva On-Premise supports the following license modes and types of licences:

  • Trial License: Allows full CRM synchronization functionality for the period for which the license is issued. When the license expires, data is no longer synchronized between the email system and the CRM system. Trial licenses are usually limited to 5 users for 15 days.

  • Purchase License: Allows full CRM synchronization functionality for the period for which the license was issued. When the license expires, data is no longer synchronized between the email system and the CRM system. Purchase licenses are for an annual term for the desired number of users that Riva can sync.

How to Request a Licence Electronically

After creating the connections, run the Licence Request Wizard to create a licence request file and submit the request electronically, or manually email the resulting file to Riva to receive the licence:

  1. Start the Riva Manager application. On the menu bar, select Request License.



    Alternatively, select Policies; in the left pane, right-click the CRM Synchronization node that corresponds to your email system, and select Request Licence to start the Riva License Wizard.

  2. On the Welcome to the Riva Licence Wizard page, select Next.

  3. On the Choose Licensing page, under CRM Integration, select the email platform, and select Next.

    Riva Licensing does not license CRM systems based on an IP address. The CRM must be licensed against a fully qualified domain name. If your CRM is listed as an IP address, recreate your CRM connection in Riva, and submit a new licence request.

  4. On the CRM Licensing page, ensure that your desired CRM connection is displayed, and select Next.

  5. On the Select the Domain(s) to License page, if the desired email domain is on the list and you are licensing only that email domain, select Next.

    If the list is empty or you need to include more than one email domain, select add >> to the right of the box.

    In the Select Entities window, type the email address of a user with a different email domain name, and select check name >>.



    If the Mailbox account resolves through the mail server connection, the Mailbox name becomes underlined.



    Select add >> to add the email address and domain to the list.

    For each different email domain that needs to be licensed through this connection, repeat this process.

    Select OK to add the domain names to the domains to license.

  6. On the Select the Domain(s) to License page, select Trial or Purchase license, and specify the number of accounts to license.



    Select Next.

  7. On the Contact Information page, fill in the information, and select Next.

  8. On the Submit Request Electronically? page, do as follows:

    • If you want Riva to attempt to upload the license request to the Riva Licence Request server, select Yes; or

    • If you want to generate a manual license request, select No.

    If the licence request upload was successful, Riva displays a successful Completed message box.

    If the licence request upload was not successful, Riva displays a Completed window to prompt you to send the file that was created to licensing@omni-ts.com.

  9. Close the Riva Manager application, and wait to receive an email with an activation key or a licence file.

How to Request a Licence Manually

If the Licence Request wizard fails, or if you selected No on the Submit Request Electronically? page, the Riva wizard displays a Completed window that prompts you to send the file that was created to licensing@omni-ts.com.

  1. Note the path to the .request file before closing the Completed window. It should point to a \Riva\LicenseRequests folder.

  2. Email the .request file to the Riva licensing staff.

When the Riva Licence Request wizard completes, it

  • creates two request files
    • a .request file located in the \Riva\LicenseRequests folder. This is the file that must be emailed to licensing@omni-ts.com.

    • a .license file located in the \Riva\License folder. This is an unsigned license file.

  • adds the Riva Activation Key test box to the Home page in the Riva Manager application.

How to Activate a Licence

For trial licence requests, you will receive an email with an activation key and a corresponding license file:

How to apply a licence activation key

If you receive an email with a licence activation key:

  1. Start the Riva Manager application. In the Home tab, note the text box for pasting the activation key.

  2. From the email, copy and paste the activation key into the text box, and select Activate.

  3. In the Activation Success! message box, select OK.

If the activation key is not successful

Under certain conditions, applying the activation key may fail. If that occurs, follow the steps in How to Manually Apply a Licence File, using the licence file attached to the email that delivered the trial licence activation key.

How to manually apply an original or additional license file

In some circumstances, the license activation key will not work. In some circumstances, customers may need to apply more than one licence file to a Riva server.

Note: This procedure is not used to apply a replacement license file, that is, a license file that replaces an existing license file that has expired or for which additional connections have been added. For the correct instructions, see How to apply a replacement license file.

To manually apply an original or additional licence file

  1. In the CRM Service Monitor application, or in Windows services, STOP the CRM Agent service.

  2. In the top left of the Riva Manager application, double-click the Riva logo.

  3. In the About Riva window that appears, double-click the Riva version number.

    Windows Explorer displays the contents of the \Riva folder, which is the root folder of the Riva server installation.

  4. Navigate to the \Riva\Licenses folder. Remove the existing [guid_crmex].licensees file and any .license file. Copy the new .license file that you received, and paste it into the \Riva\Licenses folder.

  5. Close and restart the Riva Manager application.

  6. On the menu or on the Policies tab, right-click the applicable sync policy, and select License Details.

  7. In the License Details window, confirm that the licence details are correct.

    • If the licence details are not correct, email your licence file to the Riva Success Team at support@omni-ts.com, and explain the issue.

    • If the licence details are correct, close the Licence Details window.

  8. In the Riva CRM Service Monitor application, start the service.

  9. In the Riva CRM Service Monitor application, confirm that there are no licence errors in any of the Activity Monitor panes.

  10. If you encounter any errors, contact the Riva Success Team.

How to manually apply a replacement licence file

To manually apply a replacement licence file received from the Riva Licence services

  1. In the CRM Service Monitor application, or in Windows services, stop the CRM Agent service.

  2. In the top left of the Riva Manager application, double-click the Riva logo.

  3. In the About Riva window that appears, double-click the Riva version number.

    Windows Explorer display the contents of the \Riva folder, which is the root folder of the Riva server installation.

  4. If this is the first licence file being applied, navigate to the \Riva\Licenses folder, and remove the existing files.

    If this is to replace an existing Riva licence file, rename the \Riva\Licenses folder to \Riva\Licenses.old, and create an empty \Riva\Licenses folder. This saves the existing licence files in case you have to roll back to a previous licence. In subsequent attempts to replace an existing licence, move the existing licence files to the \Riva\Licenses.old folder.

  5. Download the replacement licence file from the email you received, copy it, and paste it into the \Riva\Licenses folder.

  6. Close and restart the Riva Manager application.

  7. On the menu or on the Policies tab, right-click the applicable sync policy, and select Licence Details.

  8. In the Licence Details window, confirm that the licence details are correct.

    • If the licence details are not correct, email your licence file to the Riva Success Team at support@omni-ts.com, and explain the issue.

    • If the licence details are correct, close the Licence Details window.

  9. In the Riva CRM Service Monitor application, start the service.

  10. In the Riva CRM Service Monitor application, confirm that there are no license errors in any of the Activity Monitor panes.

  11. If you encounter any errors, contact the Riva Success Team.

How to Request a Trial Licence Extension or Purchase a Licence

If you need a trial licence extension or would like to purchase a licence, contact the Riva Success Team to request the correct licence file. Licence extensions and purchase licences are delivered as a licence file attached to an email and are always manually applied to Riva.

Article ID: 1276
Last updated: 30 Sep, 2020
Revision: 8
Views: 4169