Some customers have reported that the CRM Agent service that Riva uses to sync data between Exchange and the CRM keeps stopping for no reason. In most cases, this occurs when a Direct MAPI or Profile MAPI connection is being used, or if Riva is installed on Windows 2008 server with UAC enabled.
Several symptoms may present themselves:
Riva uses the Microsoft Messaging API (MAPI) to connect to Microsoft Exchange 2003 or to Exchange 2007/2010 by using MAPI or Outlook Anywhere. The underlying API is very fragile and, from time to time, when network communication degrades or errors occur, the API stops responding. Riva detects the API's condition and restarts the process to clear any of the memory/threads locked by the API. This type of issue is usually very specific to the Exchange system configuration.
Windows User Access Control can also affect how the Riva CRM Agent responds when syncing data.
Resolutions / Best Practises Configurations
For MAPI connections
When dealing with Direct MAPI or Outlook Profile MAPI connections, ensure that the following configuration steps are implemented:
For Windows UAC
If the CRM Monitor reports the "System.IO.__Error.WinIOError" error, implement the corrective actions discussed in Target users not syncing - "System.IO.__Error.WinIOError" error - Windows UAC
Service is stuck in "Stopping" mode
If the CRM Agent service is displaying the "Stopping ..." status in the Windows services applet (services.msc), the resolution consists in forcing the service to stop.
Article ID: 571
Last updated: 26 Oct, 2015
Also listed in
Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Troubleshooting (Includes Monitoring) -> Resolving Riva Server Issues
Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Manage the Riva Server -> Manage Server Configuration -> Errors & Troubleshooting