Troubleshooting Sync Settings within Riva Insight

Background

Track in CRM relies on settings that are stored in a hidden folder in the mailbox called "RivaConfiguration" (also commonly referred to as "Sync Configuration").  The folder is created by and managed by Riva Sync based on the settings of the Synchronization Policy.

Known Issues

• The Sync Configuration is missing
• There is Sync Configuration present for multiple sync policies
• The Sync Configuration is not being updated, or does not have the correct information

How to unhide the Sync Configuration within the Mailbox

In order to troubleshoot challenges with the Sync Configuration, the RivaConfiguration folder can be unhidden.

To unhide the folder, add the following to the Sync Policy under Advanced Settings:

• Sync.Crm.SyncConfiguration.Hidden = false

If working with one user to troubleshoot the issue, add the settings for the policy override for the user you are working with, to avoid other users being confused due to the appearance of RivaConfiguration folder.

How to hide the Sync Configuration within the Mailbox

When you are done troubleshooting or have resolved the issues with the sync, be sure to hide the Sync Configuration again, by:

• Setting the advanced option key to true: Sync.Crm.SyncConfiguration.Hidden = true

Note: Removing the advanced option key will keep the current state, so the key needs to be explicitly set to true to hide the folder if it is visible.

Related Information

How to Force Refresh the Sync Configuration