Change the Password for Riva Connections to a CRM

A Riva connection to a CRM is configured with the credentials (user name and password) of the Riva connection account that has the necessary permissions to impersonate into the syncing CRM user account. Riva does not dynamically change the password for the Riva connection account if the CRM password for that account is changed.

If the CRM password for the Riva connection account is changed, the Riva administrator needs to change the password for the corresponding Riva connection to the CRM. If the password is not changed, the Riva Service Monitor reports this error: Invalid login: Login attempt failed. Please check the username and password.

Password changes to the connection objects are not logged in log files. Passwords are saved to the compiled .connection file in the Riva\Configuration folder. The Riva CRM Agent service does not need to be stopped or restarted as part of this procedure. The service checks the connection credentials every time a full sync is performed, so that it will automatically use the latest password saved in the connection.

Changing the Riva Connection Account Password

The procedure to change the Riva connection account password varies depending on the version of Riva On-Premise that is installed and may vary slightly depending on which CRM is synced with Riva.

1. Open the Riva Manager application.

2. If your version of Riva has a horizontal menu bar, select Setup.

3. In any version of Riva, in the right pane, double-click the CRM connection to edit it.

4. To the left, select General. In the right pane, provide the correct password and confirm it.

   

   If you are using Salesforce and have reset your security token, append the Salesforce security token to both the Password and Password (Verify) fields. Do not insert spaces.

5. Select Save.

6. Double-click the CRM connection.

7. To the left, select Connection Test. In the right pane, select Run Test >>.

   

   If the Connection Authentication Succeeded message box appears or a GeneralTest message box displays "Test Succeeded", the password is correct.

8. Click OK to close the message box.

9. Click Cancel >> to close the Connection Edit window.

10. Watch the Riva Service Monitor application to confirm that Invalid Login errors no longer appear.