Impersonation Test Error: Riva Cannot Resolve Mailbox of Target Users

Article ID: 855
Last updated: 11 Jun, 2019

Applies to Office 365 and Exchange (EWS) connections to Riva.

Issue

The following sequence of events occurs:

  1. The SMTP address has no mailbox associated with it.
  2. The connection test for the Riva EWS connection passes.
  3. The impersonation test for any target user mailbox in the connection fails and reports "Riva cannot resolve mailbox of target user".
  4. Unable to initialize: Mailbox does not exist.

Troubleshooting

The strategy is to verify that the Riva connection user and the target mailboxes are properly prepared to meet system requirements.

  1. In Exchange Management Console, confirm that

    • the Riva connection user has Full Access Permissions to the target user mailboxes; and
    • the email addresses that were tested were set up as the primary SMTP addresses.
       
  2. In OWA or Office 365, do the following:

    1. Log in as the Riva connection user.
    2. Test if you can access the target user's mailbox.
    3. Verify if the target is visible in the GAL.

Check for GAL Visibility

To check for GAL visibility in OWA:

Note: Use this procedure to check if the target user is listed in the GAL. (This procedure uses OWA 2010. The steps may be slightly different for different versions of OWA.)

  1. Log in to OWA as the Riva connection user.

  2. Start composing a new message.

  3. In the Untitled Message window, select the address book icon beside To:.

  4. In the Address Book window, ensure that the Global Address List is selected and confirm if the target user is on the list.

  5. If the target user is not visible in the Address Book, contact the Exchange Admin to ensure that the target user's mailbox is listed in the organization's Global Access List.

To check for GAL visibility in Office 365:

  1. Log in to Office 365 as the Riva connection user.

  2. Start composing a new message.

  3. In the Untitled Message window, select the address book icon beside To:.

  4. Select the arrow, and expand the directory to access the Global Address List for the Organization. Verify if the target user is visible.

  5. If the target user is not visible in the Address Book, contact the Office 365 Admin to ensure that the target user's mailbox is listed in the organization's Global Access List.



Article ID: 855
Last updated: 11 Jun, 2019
Revision: 6
Views: 8008
Also listed in
folder Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Email Systems -> Exchange (EWS) -> Hosted Exchange
folder Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Email Systems -> Exchange 2003 (MAPI) -> Errors & Troubleshooting
folder Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Email Systems -> Exchange (EWS) -> Errors & Troubleshooting
folder Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Manage the Riva Server -> Manage Connections -> Exchange Connections

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