Riva CRM Integration - Documentation and Knowledge Base

How to Manage Riva Server Logging

Article ID: 640
Last updated: 05 Dec, 2019


Types of Riva Logs

By default, the Riva server produces two main types of logs:

  • System Logs: Saved to the Riva\Logs folder.

  • CRM Activity Logs: Plain language logs of the historic activity that appear in the Monitor Activity windows in the Riva Service Monitor application. Every user's logs are saved to a file in a folder based on the user name: Riva\CRM Integration Logs\*Sync Policy Name*\username@email-domain-name.

    • In previous versions, these user logs were stored in Riva\CRM Integration Logs\username@email-domain-name. Some outdated user folders may still be present in the Integration logs folder. The current logs are in the folder that matches the name of the sync policy.

Manage System Logs

Riva generates different log prefixes for each type of system log:

  • log files (report on the Riva Manager application): Use these when experiencing connection or impersonation test failures.
  • crmex-log files (reports on the CRM Agent service for Exchange): Use these when diagnosing errors reported in the Riva Service Monitor.
  • crmgw-log files (reports on the CRM Agent service for GroupWise): Use these when diagnosing errors reported in the Riva Service Monitor.
  • crmmon-log files (reports on the Riva Service Monitor application): Use these when seeing the Riva Service Monitor application experience an issue.

System logs file names and roll-over

The log file rollover mechanism is dynamic and based on dates and file size.

Using the following file name as an example:

========= --------  = ---------- =
    1        2      3     4      5

Here is the breakdown of the log file name format:

  1. Application Prefix: Each component has a specific prefix used to identify the type of log, for example, "log","crmex-log", "crmgw-log", or "crmmon-log".
  2. Execution Start Date: This is the date the service or application starts. Changes every time the service is restarted, including server reboots or application upgrades.
  3. Execution Start Date Collision: Because the service or application can be restarted multiple times on the same date, this number increases for every restart.
  4. Logging Date Rollover: Logging rolls over every day at midnight server local time.
  5. File Size Rollover: The default log file size rollover limit is 10 MB. Used to reduce the memory needed to open the log files in a text editor to diagnose a specific synchronization cycle or time frame.

The following screen shot displays a comprehensive example of the log file name rollover in action:

To download a sample log file, select this link: crmex-log (2011-12-5)-8.txt.

Logging levels

Riva leverages the Apache log4net framework to capture and record information. There are several different logging levels:

  • NONE: Disables logging.

  • ERROR: Limits logging to reporting ERROR lines only.

  • WARN: Limits logging to WARN and ERROR lines only.

  • INFO: (This is the default logging level.) Limits logging to INFO, WARNING, and ERROR lines. This provides a normal level of logging that permits most issues to be diagnosed by the Riva support team.

  • DEBUG: Adds DEBUG lines to assist with troubleshooting errors and warnings. DEBUG logging provides a more verbose level of logging used to diagnose errors that the INFO log level does not display. Enable DEBUG logging only when requested by Riva support or developers.

  • TRACE: Adds TRACE lines to provide an even more verbose level of logging. This level is enabled when required to trace an error through HTTP communication.

  • VERBOSE: Adds VERBOSE lines to provide the most verbose level of logging. This level should be used only if requested by Riva support.

NONE, ERROR, and WARN logging levels do not provide sufficient logging to confirm data sync status and capture information necessary to troubleshoot and resolve issues.

DEBUG, TRACE, and VERBOSE logging levels produce very large log files. Those logging levels should be used only when requested by Riva support. After diagnostic troubleshooting has been completed, the logging level should be returned to INFO.

How to set the logging level of system logs

To modify the logging level of system logs:

To return logging levels to normal levels:

  • Do one of the following:
    • Remove the appSetting line for the "loggingLevel" key from the .config file, or

    • Modify the appSetting line to:

      <add key="LoggingLevel" value="INFO" />

Adjusting system logs file sizes and file retention

Riva rolls over to a new log file when the file has reached 10 MB.

Riva retains log files as is for two weeks before zipping them.

Zip files are retained depending on two interrelated factors:

To modify the length of time to retain zipped system logs files:

Total size limit of the zipped files

Moving system logs to another location

Moving system logs from the default application folder to another volume is often recommended.

To move all the system logs to another, common location:

To move specific log files:

  • Add the option key to the following applicable configuration files:

    Omni.Riva.CrmAgentEx.exe.config: Moves the crmex-log service log files and user monitor activity log files (for Exchange and IBM Notes).

    Omni.Riva.CrmAgent.exe.config: Moves the crmgw-log service log files and user monitor activity log files (for legacy GroupWise).

    Omni.Riva.Sdk.Domino.Agent.exe.config: Moves the SDK agent service log files (for the IBM Domino Notes connector agent service).

    Omni.Riva.Sdk.MsCrm.Agent.exe.config: Moves the SDK agent service log files (for the Microsoft Dynamics CRM XRM connector agent service).

    Omni.Riva.Sdk.OracleFusion.Agent.exe.config: Moves the SDK agent service log files (for the Oracle Sales Cloud connector agent service).

    RivaApp.exe.config: Moves the log.txt files (for the Riva Manager application logs used to evaluate logs of connection and impersonation tests).

Understanding the log prefixes

The log prefix indicates the system where the sync originates from.

Prefix Description
CA CRM appointment.
CC CRM contact.
CCase CRM case.
CL CRM lead.
CO CRM organization or account.
COpp CRM opportunity.
CT CRM task.
XA Mailbox appointment.
XC Mailbox contact.
XCase Mailbox case.
XIF Mailbox Inbox folder.
XOM Internal cache of the mappings between contacts and organizations.
XOpp Mailbox opportunity.
XSIF Mailbox Sent Items folder.
XT Mailbox task.

Per-User CRM Activity Logs

The CRM activity logs were previously named CRM integration logs.

They are equivalent to the entries seen in the Riva Service Monitor. These are stored and grouped on a per-user basis. These files are available for Tier 1 and Tier 2 troubleshooting.

The historic per-user activity is tracked in these files. It is often helpful to expose these files via either a Windows share or an IIS website directory to allow support staff to access the logs to help troubleshoot non-server related issues.

In Riva 2.4.54 or higher, the sync policy can be configured to prevent Personally Identifiable Information (PII) from appearing in activity logs.

Disable CRM activity logging

There is an appSetting to disable the saving of Monitor Activity log files for users. This is not recommended, because it greatly reduces the ability to troubleshoot data sync issues.

To disable the saving of Monitor Activity log files for users:

Adjust the CRM activity logs retention period

To change the per-user log retention period, adjust the setting below. The default period is 14 days, after which Riva removes the logs.

Connection-Specific Error Messages

Exchange 2007 / 2010: http://msdn.microsoft.com/en-us/library/microsoft.exchange.webservices.data.serviceerror.aspx.

Dynamics CRM: http://msdn.microsoft.com/en-us/library/gg328182.aspx.

Article ID: 640
Last updated: 05 Dec, 2019
Revision: 14
Views: 12209
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