Error: Connection to CRM Server Failed: Unable to Match a User to Impersonate by Email Address

Issue

The Riva logs may contain this error:

Explanation

The Riva sync requires matching a user's mailbox email address to the corresponding CRM user's email address.

If the system cannot find a UNIQUE match (whether none or multiple matches are found), then it is not possible to bind a relationship between the corresponding email user and CRM user. In that case, the sync cannot take place and data cannot be exchanged.

Cause of the Error

The "Unable to match user to impersonate" error can occur for one of the following reasons:

• The CRM user configured in the Riva connection does not have the permissions to view affected user in CRM, or
• The system cannot locate a CRM user with a matching primary email address value, or
• The system located a CRM user account with a matching primary email address value but the CRM account is not active (is disabled), or
• The system has located a CRM group object that is assigned the matching primary email address value, or
• The system has located two or more CRM users that use the matching email address value.

Solution

Modify the CRM data to ensure that only one active CRM user account is assigned the matching email address value as the target email system user that cannot be matched.

Applies to

• Riva Cloud.
• Riva On-Premise.