Before reconfiguring the Riva server after a major Exchange system crash, there are several different circumstances to consider:
If your situation does not match any of the above situations, contact Riva Support for assistance.
This article covers the circumstance that an Exchange on-premise system was compromised and could not be restored, even from backups. A decision is made to move users to a hosted Exchange service. The steps in this article can also be used if a replacement on-premise Exchange system is built.
How Riva Syncs Exchange Data
CRMs and Email systems save items (like messages, appointments, and emails) into databases as unique records. Each of those records is assigned a unique ID that is normally a long character string that is not visible to users. Those IDs are referred to by different titles (GlobalID, itemID, crmID, folderID, etc). Riva uses those IDs to locate items that need to be created, modified or deleted.
Riva maintains transaction records for data that has been synchronized for each user. Those transaction records:
Any significant Exchange system change can impact the Riva transaction records and how Riva will behave. Each of the above scenarios present unique Riva challenges that should be planned to ensure minimal disruption of the Riva sync service for users. If Riva cannot find the applicable item or folder ID when attempting to sync, Riva normally reports an error and stops syncing the user.
Restoration of Riva Sync
The key is to determine if the unique Exchange IDs were modified when user mailboxes were restored:
Article ID: 850
Last updated: 19 Mar, 2021
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Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Troubleshooting (Includes Monitoring) -> Resolving Data Sync Issues
Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Troubleshooting (Includes Monitoring) -> Resolving Exchange Connection Issues
Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Email Systems -> Exchange 2003 (MAPI) -> Errors & Troubleshooting
Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Manage the Riva Server -> Manage Connections -> Exchange Connections