Remove User from Riva Sync Policy and Reset the License Count

The challenge with permanently removing a user from a Riva sync policy is twofold:

• Does the user have a mobile device that is syncing to the mailbox using Active Sync? There may be a requirement to clear the Riva-synced data from the user's mobile device.
• The Riva license for that user needs to be released so that it can be re-used by another user.

To permanently remove a user:

1. Change the user's password in the CRM.

   Expected result: That should prevent the user from accessing important data.

2. Best practice for tasks and appointments: Re-assign all tasks and appointments to another CRM user.

   IMPORTANT for appointments and tasks: By default, removing Riva-synced appointments, events, or tasks from the removed user's mailbox also removes them from the CRM. But, the following step prevents their removal from the CRM after removing them from the removed user's mailbox.

3. Do as follows as part of re-initializing the user:

   1. Select the removed user.
   2. In the Modules field, select All.
   3. In Riva 2.4.46 or earlier, skip this step (without any problem). In Riva 2.4.47 or higher, in the Category field, select Troubleshooting.
   4. In the Type field, select Clear - Delete all synchronized Mailbox data.
       

   Result: All Riva-synced data is removed from the removed user's mailbox. This is especially important if mobile devices were enabled for synchronization. Clearing Riva-synchronized data removes the contacts, leads, calendar items, tasks, and module email drop-folders from the user's mailbox.

4. Remove the target user(s) from the sync policy.

5. Release the license count for the removed user so that the license can be re-used when adding a new target user.

6. Optional: Remove the target user's transaction data.

7. Optional: Remove the target user's sync log files.

The following sections provide more details for steps 4–7.

Step 4: Remove the user(s) to disable data sync to a user

To remove a user from a sync policy:

1. Start the Riva Manager application.

2. On the menu bar, select Policies. In the right pane, double-click the policy for the desired target user(s).

3. On the General page, in the Mailboxes list box, select a user to remove, and to the right, select remove >>.

4. To remove another user, repeat step 3.

5. Save the sync policy.

   Result: On the next sync cycle, the Riva sync service stops syncing data to the removed user.

6. In the Riva Service Monitor application, confirm that data sync to the target user has ceased.

Note: The removed user will remain visible in the user queue in the Riva Service Monitor application until the service is stopped/started or restarted.

Step 5: Release the license

Riva recalculates license counts only when the sync service is started or restarted.

1. In the Riva Service Monitor application, stop the service.

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

3. In the About Riva window that appears, in the top right, double-click the Riva version information.

4. Close the Riva Manager application.

5. In Windows Explorer, navigate to the Riva\Licenses folder.

6. Remove the {guid_crmex}.licensees file or the {guid_crm}.licensees file.

7. In the Riva Service Monitor application, start the service.

8. In the Riva Service Monitor application, confirm that the deleted target user has been removed from the user queue.

9. In Windows Explorer, confirm that a new {guid_crmex}.licensees file or the {guid_crm}.licensees file appears in the Licenses folder.

10. Start the Riva Manager application. On the menu bar, select Policies. In the right pane, right-click one of the sync policies and select License Details. Confirm that one additional user count has been returned to the license pool and is available for a new target user. Close the License Details window.

11. If one or more users were removed and one or more new users have been already added to the Riva sync policy, follow steps 5 to 10.

Optional Actions

The following actions are not required to permanently remove users from Riva, but they are provided so that a Riva admin can recover disk space.

Optional: Step 6: Remove the user's transaction data

Riva maintains a set of transaction records for each sync policy a user is assigned to. This allows a Riva administrator to temporarily remove a user from a sync policy and re-add that user back to a sync policy. After the user has been added, Riva starts to sync the user from the last time Riva completed a sync cycle for that user. But, if a user is permanently removed, there is no reason to retain those transaction files.

To permanently remove the transaction data files for the recently removed target user:

1. Start the Riva Manager application.

2. On the menu bar, select Policies. Edit the policy from which the removed user was assigned;

3. On the General page, hold down the CTRL key and double-click the Name label.

   Result: Windows Explorer displays the root of the transaction folder for that policy.

4. Navigate to the Lookup folder, and remove the folder for the removed target user, for example, IMSAMPLE@MYCOMPANY$COM.

5. Close Windows Explorer and the sync policy edit window.

Optional: Step 7: Remove the user's sync log files

Riva maintains a set of CRM integration logs for every user. Those log files contain the stream of data that would be visible in the Monitor Activity window in the Riva Service Monitor application. If a user is permanently removed and those log files are not required, they can be permanently removed.

To remove user sync log files permanently:

1. Start the Riva Manager application.

2. in the top left corner, double-click the Riva logo.

3. In the About Riva window that appears, in the top right corner, double-click the Riva release version number.

   Result: Windows Explorer displays the root of the Riva installation folder.

4. Navigate to the CRM Integration Logs folder, and remove the removed user's logs folder, for example, imsample@mycompany.com

5. Close Windows Explorer and the sync policy edit window.

Applies to

• Riva for Exchange, Notes, or GroupWise.