Recover Riva Sync for Corrupted CRM User

Challenge

A customer reported that they had a CRM user that became corrupted. The customer deleted the existing CRM user account and created a new replacement CRM user account that used the same user name, primary email address, and login credentials. The following was noted:

• When the corrupted CRM user object was removed, Riva observed that the synced items were removed, so it synced a remove items to the corresponding Exchange mailbox, which caused all Riva-synced contacts, appointments, tasks, opportunity, and case folders to be removed. In Outlook, the deleted appointments were discovered in "Deleted Items".

• When the user created a new item in the new CRM user account, it synced to the Exchange mailbox.

• When the user created a new appointment or contact in Outlook, those items did not sync to new CRM user.

Further investigation discovered that when Riva was syncing data from the CRM to Exchange, it was using the CRM USERID for the new user. When Riva was syncing new or modified data to the CRM, it was trying to write data to the original CRM USERID for the corrupted CRM user.

The CRM Agent service only confirms USERIDs when the service first starts. Because the service had not been restarted, Riva continued to sync from Exchange to the CRM using the original USERID for the corrupted CRM user account.

Correct Procedure

Use the following procedure to recover from a corrupted CRM user when a replacement CRM user account is created:

1. In the Riva Service Monitor application, stop the CRM Agent service.

2. In the Riva Manager application, edit the sync policy that contains the corrupted CRM user, and do as follows while re-initializing the user:

   1. At step 5, select the corrupted CRM user.
   2. In the Modules field, select All.
   3. In Riva 2.4.46 or earlier, skip this step (without any problem). In Riva 2.4.47 or higher, in the Category field, select General.
   4. In the Type field, select Resync.
       

3. In the Riva Service Monitor application, start the CRM Agent service.

4. In the CRM, restore missing data except appointments.

5. In Outlook, restore appointments from the Deleted Items folder.

6. In the CRM or Exchange, look for duplicate items and clean them up. In Outlook, look for "Lost & Found" folders.