How to Create a Crash Dump for the Omni Sync Service

Applies to Riva On-Premise.

A customer reported that Riva sync suddenly stopped; the Omni sync service continued to run in Services.msc, but no errors were found in CRMEX logging.

In such cases, we recommend to capture a crash dump of the Omni sync service for troubleshooting.

 

Note: The following steps must be performed BEFORE restarting the sync service.

1. Open Task Manager, and look for the Omni.Riva.CrmAgentEx service.
   
   Note: If the 64-bit sync service is in use, the service will be called Omni.Riva.CrmAgentEx64.
    
2. Right-click  on the service, and select Create dump file.
    
3. A pop-up box will open, indicating that the dump file is being created. The box will also show the location of the dump file.
    
4. Provide the dump file to our Riva Success Team, along with logs from the timeframe of the sync stoppage.