Error during sync for MAPI - Error in IMsgStore::OpenEntry - MAPI_E_NOT_FOUND

A customer reported seeing the following errors in the Riva Service Monitor application for most of their users:

Sync error - (0x8004010F): Error in IMsgStore::OpenEntry - MAPI_E_NOT_FOUND

Research suggests that this error may be related to an offline address book that may have been left open by one or more of the target users.  We were unable to confirm that as the cause.

Resolution

The only procedure known to resolve the error is to create a new Riva connection user in AD/Exchange and reconfigure Riva to use that new connection user:

1. In the Riva CRM Monitor application, STOP the service.

2. Copy to the desktop all of the .policy files found in the \Riva\Configuration folder.  (This preserves a list of the target users.)  Open each .policy file in Notepad, so that you can copy and paste the target user email addresses at steps 6 and 9.

3. In AD/Exchange, create a new Riva connection user (for example, riva2-svc), and enable a full Exchange mailbox.  On all of the target users, grant full access permissions to the new Riva connection user, and then test Delegate access.

4. In the Riva Manager application, select the Policies tab, and disable all the sync policies. Select the Setup tab, and in the right pane, remove the existing Exchange 2003 connection that is no longer working.

5. Create and test a new Exchange 2003 Direct MAPI connection or a Profile MAPI connection for the new Riva connection user created at step 3.

   Tip:  Do not modify the existing Exchange connection, because that will not resolve the error.

6. In the Riva Manager application, select the Policies tab, and edit the affected sync policy.  Remove all of the target Exchange users.  Add one or two target user email addresses (saved at step 2) using the Exchange connection created at step 5.

7. Save the sync policy, and let the service start.

8. Enable the sync policy, and check whether Riva syncs the target users without the IMsgStore::OpenEntry error.

9. If the sync is successful, add the remaining target users to the sync policy.

10. If the sync is successful, modify the remaining sync policies: for each policy, repeat steps 6 to 9.

    Tip:  If there are multiple sync policies, work on only one sync policy at a time.

If this procedure does not resolve the issue, STOP the service, and submit a support request.