Fix for "Invalid Login: Login Attempt Failed. Please Check the Username and Password"

Issue

Users are experiencing an error, and there is no sync between the email account and the CRM.

Troubleshooting

For Riva Cloud:

Checking the Riva Sync Logs reveals this error:

For Riva On-Premise:

Checking the Riva Service Monitor application reveals the same error in every user's activity monitor window:

An examination of the most recent "crmex-log" file or "crmgw-log" file in the Riva\Logs folder reveals the following error:

Cause

Riva is able to connect to the target CRM system configured in the CRM connection object, but the credentials of the Riva connection account are invalid. The most probable cause is that the CRM password for the Riva connection account has been changed. If the password is changed in CRM without changing the password in the Riva connection object, Riva cannot connect to the target CRM system.

Solution

To correct this issue, change the password in the email connection to match the password for the Riva connection account in the CRM.

For Riva Cloud Corporate:

• Re-validate a connection or change its password.

For Riva Cloud Company:

• Re-validate a connection or change its password.

For Riva On-Premise:

• Change the password for a CRM connection.

Applies to

• Riva Cloud for Exchange (all supported versions).
• Riva On-Premise server for Exchange (all supported versions).
• Riva On-Premise server for GroupWise (all supported versions).