Riva CRM Integration - Documentation and Knowledge Base

Solution for [ServerError] CrmConnectionBase Is Null; Or Connection File Reference Not Updating

Article ID: 1813
Last updated: 13 Sep, 2022

Applies to Riva Insight Server On-Premise.


Riva Insight displays errors similar to the ones below:

We're sorry, but an error has occurred. More information; CRM connection error. Unable to locate the CRM connection.

[ServerError] CrmConnectionBase is null.

Riva Insight WebAPI logs also show an error:

System.ServiceModel.FaultException`1[Omni.Sync.Crm.Sdk.Service.ErrorInfo]: [ServerError] CrmConnectionBase is null (Fault Detail is equal to [ServerError] CrmConnectionBase is null).

Potential Causes

  1. The CRM connection file path in \Insight\webApp.config may be incorrect, missing, or commented out.

Example string:

<add key="Sync.Compatibility.connectionFilePath" value="C:\Program Files (x86)\Riva On-Premise\Riva\Configuration\example@rivaengine.com__www.your-crm.com.connection"/>

  1. If the CRM connection file path has changed, the old connection file path may remain in the server-side cache.


To verify the CRM connection file path in Riva Insight:

  1. Open the webApp.config file and copy the file path from Sync.Compatibility.connectionFilePath.
  2. Paste the file path into a browser window. If the file opens, the path statement is correct.
  3. If the file does not open, copy the correct file path from the the CRM connection file:
    1. In Windows Explorer, navigate to \Riva\Configuration\name-of-CRM-connection-file
    2. While holding the Shift key, right-click the CRM connection file, then select Copy as path in the context menu.
    3. Paste the correct path into the value for Sync.Compatibility.connectionFilePath in the key as above, and save the file.


To clear the server-side cache:

On the server:

  1. Stop IIS.

  2. Clear the contents of C:\WINDOWS\Microsoft.NET\Framework\v4.0.30319\Temporary ASP.NET Files.

  3. Start IIS.

On the client machine (repeat for each user/client):

  1. In Riva Insight, click the Logout icon.

    Note: If using Windows AD, you are auto-logged back in, which is expected.

  2. Optional (should not be required, but can try if still experiencing issues): Clear the browser cache. If using Outlook as the client, open Internet Explorer to clear the cache.

  3. Close Outlook or the browser — close all of the browser's windows.

  4. Reopen Outlook or the browser.

  5. If required, log back into Riva Insight.

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Article ID: 1813
Last updated: 13 Sep, 2022
Revision: 9
Views: 36
Comments: 0