Riva CRM Integration - Documentation and Knowledge Base

Sugar 6.4.0 / 6.4.1 Access Denied errors. (Archived.)

Article ID: 608
Last updated: 24 Mar, 2017
IMPORTANT NOTICE: This article has been deprecated. Refer to Sugar 6.3.2+ and 6.4.0/6.4.1: Access Denied Errors for a new procedure that enables Riva sync for Sugar 6.3.2+, 6.4.0 and 6.4.1 servers.

This announces Riva support for Sugar 6.4.2+.  Sugar Development has released Sugar 6.4.2, which patches the issues with Sugar 6.4.0 and 6.4.1 releases.  Riva connections and data sync has been internally tested and confirmed by customers.

Summary for Sugar 6.4.0 / 6.4.1 Sync Issues

The following issues exist with Riva sync to Sugar 6.4.0 and 6.4.1 (all editions):


Sugar 6.4.0 Symptoms: New Riva customers who have tried to configure Riva against Sugar server 6.4.0 and existing Riva customers who upgraded to Sugar 6.4.0 experience failures when trying to synchronize target users. Examination of log files indicate [Users:40] Access Denied : You do not have access errors. Customers who have tried to configure Riva to sync to a new Sugar 6.4 server have reported similar errors. List of symptoms include:

  • Riva connection to the Sugar server can be created.

  • Connection and impersonation tests in the Riva connection to the Sugar server both pass.

  • Target users can be successfully added to the Riva sync policy.

  • Attempts to sync target fail, displaying [Users:40] Access Denied: You do not have access.

  • Customers have reported access denied errors to other modules as well, for example [Contacts:40] or [Tasks:40].

Sugar 6.4.1 Symptoms: This release fixed the use impersonation issue with Sugar 6.4.0. Riva connections to Sugar 6.4.1 will pass impersonation tests. There is a data sync issue with Sugar calendars that produces a [Meetings:40] Access Denied: You do not have access error in the sync logs.


Sugar Development has confirmed that the web services API in Sugar 6.4.0 has been modified. This modification prevents integration applications like Riva from properly syncing to any version of Sugar 6.4.0. For additional information about the changes in web services with 6.4.0, see http://developers.sugarcrm.com/wordpress/2012/02/08/changes-to-web-services-api-in-sugarcrm-6-4-0/#disqus_thread.

SugarCRM has released Sugar 6.4.1, which corrected the connection issue not supporting impersonation for Sugar 6.4.0, but introduced a calendar sync issue.

Current Status

Riva On-Premise and Riva Cloud will not support SugarCRM 6.4.0 or 6.4.1 (all editions).

With the availability of the Sugar server 6.4.2 release (March 13, 2012), full support for Riva has been restored.


This applies to all customers that are considering upgrading to Sugar server 6.4 or who have already upgraded to Sugar server 6.4.0 or 6.4.1:

  • Upgrade to Sugar server 6.4.2. Do not upgrade to Sugar 6.4.0 or 6.4.1.
  • For Riva On-Premise, perform an INTERIM update to Riva or higher.

Applies to

All current releases of Riva On-Premise and Riva Cloud.

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Article ID: 608
Last updated: 24 Mar, 2017
Revision: 4
Views: 7762
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