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