After adding a user to a Riva sync policy, the per-user CRM activity log for that user sometimes reports that the user is unlicensed. Checking the assigned users in the sync policy confirms that the total number of users does not exceed the purchased license count.
Sample Error Messages
Entity is not licensed: USERNAME$COMPANY-NAME$COM$WWW$MyCRM$COM
email@example.com<>www.myCRM.com is unlicensed. A license must be purchased to synchronize.
Riva tracks the user usage count against the license count based on syncing users and retains a tracking record of all users that have been added to the sync policy.
If, over time, users have been added and then removed and new users have been added to the sync policy, the Riva license tracking sometimes reports the license count as exceeded, but Riva does release the license after a short while.
There is a manual way to clear the tracking record so that the correct license count is immediately supplied to the Riva license tracking mechanism.
Article ID: 297
Last updated: 01 Feb, 2019
Also listed in
Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Troubleshooting (Includes Monitoring) -> Resolving License Issues