Licensed User Count Discrepancy: Riva Cloud

Issue

In the Riva Cloud User Manager, the Total User Count is sometimes larger than the Licensed Sync User Count.

That discrepancy might raise the concern that you are billed for more licenses than you should be.

Four Possible Causes for the Larger Total User Count

• Possible cause #1: Disabled users.
• Possible cause #2: Non-syncing admins.
• Possible cause #3: Email address and user name mismatch.
• Possible cause #4: Users renamed by the Riva Cloud Operations Team.

Possible cause #1: Disabled users

The Total User Count includes disabled users. They do not use licenses. You are not billed for disabled users.

To find out how many disabled users you have:

1. Near the top of the User Manager, select the Disabled filter.
   The User Manager displays only the disabled users on one or multiple pages.
2. Count the users that are displayed. Do not forget to check if there are multiple pages of results.

Possible cause #2: Non-syncing admins

The Total User Count includes non-syncing Riva Cloud admins. They do not use licenses. You are not billed for non-syncing admins.

To find out how many non-syncing Riva Cloud admins you have:

1. Near the top of the User Manager, select the Admin filter.
   The User Manager displays all admins: non-syncing admins and syncing admins.
2. Determine which ones are non-syncing admins, and count them. For each admin,
   1. Hover the mouse over that admin's row, and select the icon that appears.
   2. In the window that appears: near the bottom left, in the User Type field, see if the admin is an Admin-Only (Non-Syncing User – Exclude from License Count).

Possible cause #3: Email address and user name mismatch

The Riva Cloud User Manager obtains users from two places:

• The connection accounts that people use to sync to email accounts.
• The user accounts that administrators create and that can log into Riva Cloud.
   

If the email address of an email connection and the user name of a user account in Riva Cloud match, then the User Manager combines them. They are displayed and counted as one user. Otherwise, they are counted as two users.

Possible cause #4: Users renamed by the Riva Cloud Operations Team

If a user has been renamed by a Riva Cloud Operations Team member, then both the user's new user name and old user name appear in the User Manager for as long as the sync logs are available, which is usually until the end of the current month. Both the new and old user names are counted in the Total User Count, which may give the impression that the user is using up two licenses.