Sugar: Resolve Riva "Access Denied" Errors After Upgrading to Latest Sugar 6.x version

Riva Cloud and Riva On-Premise support Sugar 6.0.4+, 6.1.8+, 6.2.6+, 6.3.2+, 6.4.0+, and 6.5.0+ with a procedure to prevent and recover from Riva "Access is Denied" sync errors resulting from upgrading Sugar to guard against SQL injection attacks.

Issues

Riva Cloud and Riva On-Premise Sync Errors: New Riva clients who have tried to configure Riva against the most recently patched Sugar 6.x servers have encountered Access Denied: You do not have access errors. Clients who have tried to configure Riva to sync to a patched Sugar 6.x server have reported errors with the following symptoms:

• 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.

• For Sugar 6.0.4+, 6.1.8+, 6.2.6+, 6.3.2+, and 6.4.1 servers, attempts to sync target fail, displaying [Meetings:40] Access Denied: You do not have access and [Calls:40] Access Denied: You do not have access errors.

• For Sugar 6.4.0 servers, attempts to sync target fail, displaying [Users:40] Access Denied: You do not have access errors.

Pre Sugar 6.4.2: Riva recommends upgrading Sugar 6.x servers to ensure that the SQL injection attack patch has been applied. After Sugar servers are patched, they need to be configured using the procedure described below.

Sugar 6.4.2+: Sugar 6.4.2+ servers do not need the "manual patch" of the Sugar server described below. For Sugar 6.4.2+ and 6.5.x, Riva Cloud users do not need to take any action, and Riva On-Premise users need only upgrade Riva On-Premise to the latest public release.

Cause

Sugar Development has confirmed adding a fix to Sugar 6.x releases to protect the Sugar server from SQL injection attacks. That fix prevents data sync for Riva On-Premise and Riva Cloud sync policies.

Current Status

With the availability of the Sugar server 6.4.2 release (March 13, 2012), full support for Riva has been restored. The installation files for Sugar 6.4.2+ contain the files required to repair affected Sugar server versions. For Riva Cloud users, no action is required. For Riva On-Premise, an upgrade to the latest public release is required to implement a fix.

Solution

Not required: This procedure is not required for Sugar 6.4.2+ and 6.5.0+ versions. For Riva On-Premise, you need to be running release 2.4.29.13249 or higher. Starting with Sugar version 6.4.2, all Sugar servers include the necessary files to work with Riva Cloud and Riva On-Premise.

Required for: These procedures will work for the following releases / versions of Sugar server (all licensed editions including Community Edition):

• 6.0: upgrade to release 6.0.4+.
• 6.1: upgrade to release 6.1.8+.
• 6.2: upgrade to release 6.2.5+.
• 6.3: upgrade to release 6.3.2+.
• 6.4: this procedure supports 6.4.0 and 6.4 1.

Procedure: Use the applicable procedure to resolve this issue:

Procedure for Riva Cloud:

1. (Strongly recommended.) Upgrade to the latest Sugar release for the installed Sugar server to guard against SQL injection attacks.

2. Download the latest SugarCE 6.4.x installation files from www.sugarcrm.com/download.

3. Extract the Sugar install package.

4. From the install package, copy the /service/v4_1/ directory to the /service/v4_1 directory of your Sugar server, and overwrite existing files. For Sugar 6.0.4, and 6.1.8 servers, from the install package, copy the /service/v4/ directory to the /service/v4 directory of your Sugar server.

5. Start the sync, and confirm that data sync errors have been resolved.

Procedure for Riva On-Premise:

1. (Strongly recommended.) Upgrade to the latest Sugar release for the installed Sugar server to guard against SQL injection attacks.

2. Upgrade Riva On-Premise to the latest public release.

3. Download the latest SugarCE 6.4.x installation files from www.sugarcrm.com/download.

4. Extract the Sugar install package.

5. From the install package, copy the /service/v4_1/ directory to the /service/v4_1 directory of your Sugar server, and overwrite existing files. For Sugar 6.0.4, and 6.1.8 servers, from the install package, copy the /service/v4/ directory to the /service/v4 directory of your Sugar server.

6. Close the Riva Manager application.

7. In the Riva Service Monitor application (or in Windows services), stop the applicable Omni Riva CRM Agent service.

8. Create or modify the applicable service .config file, and add the following app.setting
   <add key="Sugar.OverrideVersion" value="6.4.2" /> to the file:
   
   - Omni.Riva.CrmAgentEx.exe.config: for Riva for Exchange
   - Omni.Riva.CrmAgent.exe.config: for GroupWise

9. In the Riva Service Monitor application (or in Windows services), start the applicable Omni Riva CRM Agent service.

10. Watch the Riva Service Monitor application, and confirm that data sync errors have been resolved.

Applies to

• Sugar servers 6.0.4+, 6.1.8+, 6.2.6+, 6.3.2+, 6.4.0, and 6.4.1.
• Riva Cloud for Sugar.
• Riva On-Premise 2.4.29.13249 or higher for Sugar.