Riva Insight: Error: Unable to Track This Email

Issue

Riva Insight displays the following error:

Possible Causes

Riva Insight uses sync configuration information in Outlook to store settings. This information may become missing or corrupted, causing the error.

This can occur under the following conditions:

• The user has not gone through an initial sync cycle.
• The user once synchronized (synced) on another policy and has been moved to a different policy.

Solution

• Solution for Riva Cloud.
• Solution for Riva On-Premise.

Solution for Riva Cloud

Contact the Riva Success Team.

Solution for Riva On-Premise

Regenerate the sync configuration.