Error: Unable to initialize: No mailbox with such guid

Riva administrator reported encountering an "Unable to initialize: No mailbox with such guid" error after removing an Active Directory / Exchange user and recreating the user's account.

Explanation

Riva server maintains a transaction record for each user in each sync policy that it synchronizes.  This transaction record uses the AD/Exchange GUID (unique ID number created by AD/Exchange) to create and use a referential link to the user's mailbox to ensure that data is synced from the CRM user to the correct user mailbox.

If an administrator removes an AD user / Exchange mailbox and creates a new AD user / Exchange mailbox using the same primary email address for the user, Riva cannot link to the new mailbox because there is a mismatch between the previously know GUID and the new mailbox GUID.

Procedure to Re-add User to the Sync Policy

Use this procedure to remove the previous user (old mailbox) and re-add the user (new mailbox) that is using the same primary reply-to email address:

1. In Exchange, confirm that the Riva connection user has been granted Delegate (or Impersonation) full access permissions to the new target user mailbox - see "Prepare the Riva Connection User to Exchange" and "Prepare the Riva On-Premise Connection Account for Exchange".

2. In the Riva Manager application, under "Policies", edit the sync policy that contains the affected user.

3. Under "General", select the affected user and click Remove.

4. Under "General", while pressing the CTRL key and double click the Name: label.  This will open Windows explorer to the root Transaction folder for the sync policy.

5. Navigate into the \Lookup folder and locate and remove the folder for the desired user. 
   Example: if the user is username@example.com, look for and remove the folder \USERNAME$EXAMPLE$COM.

6. Close Windows explorer.

7. In the sync policy edit window, under "General", add the user back into the Exchange user list.  Since the transaction folder for the previous user was removed, Riva will create a new transaction folder that uses the AD/Exchange GUID for the new mailbox.

8. Save the sync policy.  Once the sync policy is saved, Riva will perform a first sync cycle to the new user mailbox.

9. In the CRM Monitor application, open an activity monitor panel for the re-added user and confirm that Riva is syncing to that user.

Applies to

• Riva for Exchange (EWS and MAPI)