Riva Sync Service: Install or Reinstall; Configure Properties

Note: The Riva sync service used to be called the Riva CRM Agent service.

Contents:

• Install the Riva sync service.
• Configure the sync service.

Install the Service

After the first CRM sync policy has been configured, the policy can be saved and the Riva sync service can be installed. When prompted to save and start the Riva sync service, select Yes to install the corresponding Windows service.

If the Riva sync service was not installed when the first Riva sync policy was saved or if the service had to be uninstalled, there are two methods to choose from to install or reinstall the service:

• Install the sync service by saving a sync policy.
• Manually install the sync service.

Install the Riva Sync Service by saving a sync policy

1. Start the Riva Manager application. On the menu bar, select Policies.

2. In the right pane, double-click a sync policy to open it in the sync policy editor.

   Changes do not need to be made to the sync policy.

3. Save the sync policy.

   Because the Riva sync service is not installed, you are prompted to install the service.

   
   

4. To install and start the Riva sync service, select Yes. If the policy is disabled, the service starts but does not attempt to sync data to the target users.

Manually install the Riva Sync Service

1. On the Windows Start menu, right-click Command Prompt, and select Run as administrator. (If Command Prompt is not readily visible on the Start menu, select All Programs and select Accessories to see it.)
   
   

2. In Windows Explorer, navigate to Riva\Application\RunTime.

   If Riva\Application\RunTime does not exist, determine which version of Riva is installed and navigate to the versioned folder whose name mentions that version. Example: Riva\Application\2.4.47.47482.
   
   If there is no versioned folder, navigate to Riva\Application\Base.

3. Copy and paste the entire path from Windows Explorer to the Command Prompt window. In the Command Prompt window, immediately append "\Omni.Riva.CrmAgentEx.exe --install" (without the quotation marks) to the line, and press Enter.

   

   The command installs the Riva sync service and sets the correct path to the service executable file.

Configure the Riva Sync Service

Depending on your environment, some configuration settings need to be set:

• Service starts automatically.
• Set recovery options.
• Set the Log On identity: For instructions, select the scenario that applies to your situation:
  • (Riva 2.4.47 or higher.) For connections to Exchange 2016, 2013, 2010, or 2007 SP1.
  • For EWS connections if an old version of Riva is installed on Windows Server 2008 (all editions) or Windows 7.
  • For Direct MAPI connections ONLY.
  • For Outlook Profile connections ONLY.
• Configure the service to restart daily.

Service starts automatically

By default, the Riva sync service is installed so that it starts automatically on a Windows restart. Ensure that Startup type is set to Automatic (Delayed Start).

• This setting ensures that the service restarts if the host Windows system is rebooted or restarted.
• By default, the delayed start takes place two minutes after the last automatic service has started.
• This can be configured by a registry key: https://blogs.technet.microsoft.com/askperf/2008/02/02/ws2008-startup-processes-and-delayed-automatic-start/.

Set recovery options

The Riva sync service is sometimes not configured to restart if the service stops. Ensure that First failure, Second failure, and Subsequent failures are all set to Restart the Service.

This setting is especially important if there is a MAPI connection. Serious MAPI connection issues can force the service to exit or abort to a stop status. This setting forces the service to always restart.

Set the same recovery options against any additional Riva connection Agent service that was installed when creating one of the following connections:

• Riva connection to IBM Notes.
• Riva connection to Microsoft Dynamics CRM (XRM connection).
• Riva connection to SAP C4C.
• Generic Riva SDK Agent service.

Set the Log On Identity: (Riva 2.4.47 or higher.) For connections to Exchange 2016, 2013, 2010, or 2007 SP1

To set the Log On identity:

1. In Windows Server, select Start > Control Panel > System and Security > Administrative Tools > Services.

2. In the Services window, double-click Omni Riva (Sync Service).

3. In the window that appears, select the Log On tab.

4. Select This account, select Browse, and select the user. Provide the password and confirm the password. Select OK.

5. In the Services window, ensure that the row for Omni Riva (Sync Service) has been updated in the Log On As column.

   The Riva connection to Exchange 2016, 2013, 2010, or 2007 SP1 can now be configured to use the credentials of the Log On As user. See Use Windows Service 'Log on as' Integrated Authentication.

Set Log On Identity - for Direct MAPI or EWS on Windows 2008 or Windows 7

For EWS connections, if an old version of Riva is installed on Windows Server 2008 or Windows 7 (x86 or x64), Windows UAC can prevent the service from running properly, leading to the service getting stuck in Stopping mode when attempting to restart. In some circumstances, Riva cannot open a file in a Windows Temp folder path or write to a local read-only database file. These issues can be prevented by configuring the service to log on as a local or AD account that is a member of the local Administrators group.

For direct MAPI connections, the Windows operating system has to run the Riva sync service by using a local or AD account that is a member of the local Administrators group, so that all the appropriate Exchange connection code is properly initialized. To ensure that this happens, take the following corrective action:

1. Do one of the following:

   • Open Windows Services (services.msc), or

   • Right-click My Computer, and select Manage.

2. In the list of services, open the properties of the sync service, which is named Omni Riva (CRM Agent for Exchange) or Omni Riva (Sync Service).

3. On the Log On tab, change the setting to This account. Browse to and select a user account that is a member of the local Administrators group. Provide the password. Apply the change, and close the service properties window.

4. Restart the service.

Set Log On Identity - for Outlook Profile MAPI connections only

For Outlook Profile MAPI connections, the Windows operating system has to run the Riva sync service by using the Windows logged-on account that created the Outlook Profile that is configured in the Riva connection to Exchange. That account must be granted sufficient local Windows system permissions so that all the appropriate Exchange connection code is properly initialized. To ensure that this happens, take the following corrective action:

1. Manage the local Windows system. Under local Groups, add the Windows user (local or Active Directory) that "owns" the Outlook Profile used in the Riva connection, to the local Administrators group.

2. Do one of the following:

   • Open Windows Services (services.msc); or

   • Right-click My Computer, and select Manage.

3. In the list of services, open the properties of the sync service, which is named Omni Riva (CRM Agent for Exchange) or Omni Riva (Sync Service).

4. On the Log On tab, change the setting to This account. Browse to and select the user that "owns" the Outlook Profile (see step 1). Provide the password. Apply the change, and close the service properties window.

5. Restart the service.

Configure the Riva Sync Service to restart daily

Some COM-dependent Riva connections (like Infor CRM, GoldMine, and Exchange MAPI) can use so much Windows memory that the service stops functioning. The Riva server includes an app.setting option to force the Riva sync service to restart daily, which releases resources the service is using and helps improve stability.

For instructions, see Force restart of the Riva sync service for COM-dependent connections.