How to Manage Riva On-Premise

Audience: Riva Administrators who have already deployed a Riva On-Premise server for data synchronization.

Welcome to the Admin Guide for the Riva On-Premise server. This online guide is a compilation of links to Knowledge Base articles and resources, organized into a simple navigation structure.

This guide includes the following top-level topics:

• General admin tasks,
• Manage target users,
• Supporting users,
• Manage data sync,
• Manage sync policies,
• Manage the Riva server,
• Troubleshooting Riva, and
• Adapting to Enterprise system changes.

General Admin Tasks

• Upgrading a Riva server:
  • Upgrade to the latest public release from the Riva Manager application,
  • Manually upgrade a Riva server from a downloaded ZIP file,
  • Upgrade to an interim version,
  • Roll back from an upgrade, and
  • Uninstall a Riva server;
• Add App.Setting advanced custom options;
• Move a Riva server to a different Windows system;
• Relocate the Riva files on the existing Windows system;
• Disable Windows DEP;
• Request support;
• Request and activate a replacement license;
• Understand Riva Support and Professional Services;
• Request customization of the Riva server: Submit a support request from the Riva Manager and do not include log files;
• Ask for a feature enhancement: Submit a support request from the Riva Manager and do not include log files; and
• Ask for additional training: Submit a "Contact Us" from www.rivacrmintegration.com.

Manage Target Users

• Disable or enable syncing for a single user;
• Disable or enable syncing for a sync policy;
• Permanently remove a user from a sync policy;
• Add a new user to a sync policy;
• Add multiple Exchange users to a sync policy;
• Understand Riva transaction records (available soon);
• Move users between sync policies:
  • Move users to another sync policy using the same category names,
  • Move users to another sync policy using different category names, and
  • Move target users to a duplicated sync policy;
• Enable common transaction folders (available soon):
  • Move users with common transaction folders enabled (available soon).

Supporting Users

• Configure Outlook in Windows:
  • Modify column views for case and opportunity lists, and
  • Riva does not sync contacts from public folders;
• Support for mobile users and devices;
• Configure BES to display multiple contact lists for target users.

Manage Data Sync

• Use the Riva CRM Service Monitor application,
• Remotely monitor a Riva server from another Windows system,
• Manage users and re-initialization (2.4.40 and higher), and
• Manage users and re-initialization (2.4.39 and earlier).

Manage Sync Policies

• Configure a sync policy for Exchange and IBM Notes,
• Create and configure a sync policy for Google's G Suite,
• Configure a sync policy for GroupWise,
• Set advanced custom options,
• Rename a sync policy,
• Duplicate a sync policy,
• Remove a sync policy,
• Restore an accidentally removed sync policy or connection, and
• What to do if the CRM or Exchange connection has been changed (available soon).

Manage the Riva Server

• Optimize performance (available soon);
• Stop, start, and restart Riva services (available soon);
• Disable and enable Riva services (available soon);
• Kill a Riva process stuck in "Stopping" state;
• Configure Riva Agent Service to autorestart daily;
• Manage Riva server logging:
  • Configure the location for Riva logs, and
  • Enable and disable DEBUG and TRACE logging levels;
• Configure error notification for enterprise environments;
• Implement Disaster Recovery procedures using a "Passive Fail-Over DR server"; and
• Run multiple Riva instances on the same Windows host.

Troubleshooting Riva

• Resolving common Riva sync issues:
  • Resolve Riva server issues,
  • Resolve Exchange connection issues,
  • Resolve GroupWise connection issues,
  • Resolve CRM connection issues,
  • Resolve license issues,
  • Resolve sync policy issues,
  • Resolve data sync issues,
  • Resolve Microsoft issues,
  • Resolve IBM Notes issues (available soon), and
  • Resolve Novell issues;
• Use the Riva CRM Service Monitor application for troubleshooting;
• Interpret use activity logs (available soon);
• Interpret Riva Service logs (available soon); and
• Use Riva Manager application logs to troubleshoot connection testing (available soon).

Adapting to Enterprise System Changes

• What to do if system-wide changes have been made:
  • Users are migrated from GroupWise to Exchange,
  • Users are migrated from IBM Notes to Exchange (available soon),
  • CRM data is migrated to a different vendor CRM (available soon),
  • CRM is upgraded (available soon),
  • Exchange is upgraded,
  • User mailboxes are restored after an Exchange server crash,
  • The Exchange primary email domain name is changed,
  • Companies or organizations are merged, and
  • Modify existing sync policies to change the email domain name;
• Planning for CRM changes (all available soon):
  • Upgrading CRM systems,
  • Migrating from on-premises CRM to hosted CRM, and
  • Changing to a different vendor CRM;
• Planning for email system changes (all available soon):
  • Planning for Exchange system changes,
  • Planning for mailbox migrations, and
  • Planning for email domain name changes;
• Planning for Riva system changes (all available soon):
  • Migrate the Riva server to a different location,
  • Migrate to Riva Cloud,
  • Migrate from Riva Cloud,
  • Transfer Riva to a new Windows host server or virtual machine, and
  • Implement a Disaster Recovery Strategy;
• Planning for mergers and acquisitions (all available soon):
  • Changes to account billing,
  • Changes required for licenses, and
  • Combining multiple Riva environments together.