Request Support for Riva On-Premise

Article ID: 323
Last updated: 07 May, 2018

There are two ways to request support for a Riva On-Premise issue:

  • Riva On-Premise Support Request web form: used to request more information or report an issue. This is the preferred method. It creates a support ticket in our ZenDesk ticket system, and a Riva Success Agent will reply shortly. If you have logged an issue, the agent may ask you for some log and config files.

  • Email: This manual method is used if problems occur with the Support Request web form.

For more information, see Riva On-Premise Support and Professional Services.

Email Used to Request Support

If you encounter problems with the Support Request web form, request support manually by sending an email to support@rivacrmintegration.com with the following information:

  • Your name.
  • Your contact phone number.
  • Your time zone.
  • Priority: Use "Urgent", "High", "Normal", or "Low".
  • Severity: Use "Critical: Service is failing or not syncing" or "Non-Critical: Some users are still syncing".
  • Subject title of the support request.
  • Description of the problem. If you see an error, please type the exact wording of the error. If there is a data sync issue, be specific about the nature of the sync challenge, who is affected, and the subject of the email (if you are trying to SmartConvert or AssignTo an email in a drop folder).
  • A ZIP file that contains the following:
    • the CRM sync .policy files from the \Riva\Configuration folder1;
    • the entire \Riva\Licenses folder;
    • the logs for the last two or three days from the \Riva\Logs folder;
    • the entire \Riva\Custom folder, if it exists; and
    • the user folders for users that are being affected from the \Riva\CRM Integration Logs folder.

Note 1. If you are unsure of the location of the Riva installation folder, follow this procedure:

To find the Riva installation folder:

  1. Start the Riva Manager application.

  2. In the top left of the application, double-click the Riva logo.

  3. In the top right of the About Riva window, double-click the version number.

    The contents of the Riva installation folder appear in Windows Explorer.

Support requests are examined in order of urgency and severity. All support requests are assigned and responded to within two business days.

Applies to

  • Riva Manager application (Riva policies, reports, managed applications, identity integration, and CRM integration);

Deprecated: the Automated Request Support Wizard

In Riva On-Premise 2.4.43.37990 or earlier, a request support wizard was available. It is deprecated. Please use the Riva On-Premise Support Request web form instead.

In Riva 2.4.43.38094, the wizard was retired.

In Riva 2.4.43.38094 or higher, if on the Riva menu bar, you select Request Support, the web form appears.



Article ID: 323
Last updated: 07 May, 2018
Revision: 7
Views: 14976
Also read
item Error Occurred While Submitting Request Support, Check for Updates, or License Request
item Resolving "Policy has EXPIRED. Execution Aborted!" Error

Also listed in
folder Legacy Product Archive -> Riva Management for GroupWise
folder Legacy Product Archive -> Riva Management for GroupWise -> Riva - FAQ, Tips & Tricks
folder Legacy Product Archive -> Riva Identity Integration Server
folder Legacy Product Archive -> Riva Identity Integration Server -> Riva Identity Integration - FAQs, Tips & Tricks
folder Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Troubleshooting (Includes Monitoring)

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