A NetSuite user can create an Exchange meeting and categorize it as NetSuite Phone so that Riva Cloud or Riva On-Premise will sync it to NetSuite as a phone call, but sometimes, when Riva attempts to match the meeting attendee against the NetSuite employees, an "Invalid_Key_Or_Reference" error occurs.
Cause and Solution
By default, Riva On-Premise 2.4.34 or higher and Riva Cloud do not attempt to match Exchange meetings categorized NetSuite Phone against the NetSuite employees contact list, but a custom option is available to enable matching attendees against the NetSuite employees contact list. If an "Invalid_Key_Or_Reference" error arises, this custom option should be disabled.
Implementation for Riva Cloud
Implementation for Riva On-Premise
To enable or disable the custom option for ONE sync policy:
To enable or disable the custom option for ALL sync policies:
Article ID: 954
Last updated: 20 Oct, 2016
Also listed in
Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> CRM Systems -> NetSuite CRM -> Errors & Troubleshooting