Use Fiddler to Troubleshoot Riva HTTP/S and SOAP Data Sync and Connection Issues

Troubleshooting lower-level HTTP communication issues can be challenging. Before resorting to lower-level network packet tracing tools, using an in-process HTTP Proxy application simplifies troubleshooting. Fiddler is an HTTP/S diagnostic tool that can be configured to capture data packets between the Windows system hosting Riva and the target Exchange and CRM systems.

Contents:

• Introducing Fiddler.
• Limitations.
• Riva Logging.
• Configure Fiddler to capture secure packets.
• Use Fiddler to capture packets on a Riva connection.
• Use Fiddler to capture packets between Riva and Exchange.
• Restore Riva to normal operation.

Introducing Fiddler - HTTP Proxy Application

Fiddler is an HTTP troubleshooting tool that allows capturing information over HTTP. Fiddler provides the ability to intercept HTTPS communication by using a man-in-the-middle strategy; namely, by re-signing HTTP communication. When configured, this allows for the troubleshooting of HTTPS data.

This tool is a preferred support tool used by developers and technicians at Riva when troubleshooting HTTP communication errors or invalid data.

Download Fiddler here.

Limitations

Since Fiddler is restricted to capturing HTTP/S packets, Fiddler cannot be used to capture packets in the following circumstances:

• Between Riva and Exchange using MAPI connections.
• Between Riva and GoldMine.
• Between Riva and Infor CRM (Saleslogix).
• Between Riva and Sage CRM.

Riva Logging

When using Fiddler to capture HTTP/S data traces, it is always desirable to configure Riva to use TRACE logging mode. You can then provide both Fiddler trace packages and Riva TRACE logs to the Riva Success Team.

Configure Fiddler to Capture Secure Packets

To configure Fiddler to intercept HTTP/S information:

1. Start Fiddler.

2. On the main menu, select Rules, and check the following check boxes: Hide Image requests, Hide CONNECTs, and Remove All Encodings.

3. On the main menu, select Tools, and select Options.

4. On the General tab, in the If protocol violations are observed drop down list, select Do nothing.

5. On the HTTPS tab, select the Decrypt HTTPS traffic check box.

6. If the WARNING window appears, select Yes.

7. In the Security Warning window, select Yes to install the certificate.

8. Select OK.

Use Fiddler to Capture Packets on a Riva Connection

For this procedure, the Riva connection (whether CRM or email) must be configured to use the Fiddler proxy settings. Fiddler will then capture http/s packets destined for the appropriate server. The following steps apply to all Riva connections.

To capture packets on a Riva connection:

1. Start Fiddler, and ensure that you are not capturing packets.

2. Confirm the Fiddler proxy settings (usually 127.0.0.1:8888).

3. Configure Riva for TRACE logging.

4. Stop the CRM Agent Sync Service.

5. Open the Riva Manager application. If your version of Riva has a horizontal menu bar, select Setup. Either way, in the right pane, double-click the appropriate connection to edit it.

6. Navigate to the General tab, then to Use Proxy. Change the connection proxy to use http://127.0.0.1:8888 with no authentication. Check the Enable proxy check box. Select OK, and save the connection.
   
   When troubleshooting, the step above should be completed for both CRM and email connections.

7. Start Fiddler, and start capturing packets.

8. Start the CRM Agent Sync Service.

9. Watch the Riva Service Monitor to determine when you have finished.

10. Stop the CRM Agent Sync Service.

11. In Fiddler, stop capturing data packets. Save the capture as a .SAZ file. Close Fiddler.

12. Restore Riva to normal operation.

Use Fiddler to Capture Packets Between Riva and EWS

If you are working directly on a Riva server, Riva will typically inherit Internet Explorer's proxy settings. If Internet Explorer or Riva is configured for HTTP/S proxy, Fiddler must also be configured to use the upstream proxy services.

To capture packets between Riva and EWS:

1. Start Fiddler, and ensure that you are not capturing packets.

2. Configure Riva for TRACE logging.

3. Stop the CRM Agent Sync Service.

4. Start Fiddler, and ensure that you are capturing packets.

5. Open a Command Prompt window with elevated privileges (Run as administrator).

6. CD to the Riva\Application\<child folder> that contains the current Omni.Riva.CrmAgentEx.exe file.

7. For Exchange, enter: Omni.Riva.CrmAgentEx.exe --run [Enter]

8. Watch the Riva Service Monitor to determine when you have finished.

9. In the Command Prompt window, press CTRL+C to stop running the Omni.Riva.CrmAgentEx.exe file.

10. In Fiddler, stop capturing data packets. Save the data capture as a .SAZ package file. Close Fiddler.

11. Restore Riva to normal operation.

Restore Riva to Normal Operation

After creating the Fiddler .SAZ files and obtaining the necessary user monitor activity logs and crmex or crmgw log files, the following action is required.

To restore Riva to normal operation:

1. Open the Riva Manager application. If your version of Riva has a horizontal menu bar, select Setup. Either way, in the right pane, double-click the CRM connection to edit it.

2. Navigate to the General tab, then to Use Proxy. Change the CRM proxy setting by clearing the Enable proxy check box. Select OK, and save the connection.

3. Configure Riva for INFO logging, which will restore normal logging levels.

4. In the Riva Manager application, enable or disable sync policies as required to restore normal syncing. Do not enable sync policies that are causing sync issues.

5. In the Riva Service Monitor application, restart the Riva sync service.