Manage Your Connections: Riva Cloud Company

Audience: Riva Cloud Company admins and the Riva Cloud Company users who manage their own connections.

To edit or manage a Riva Cloud Company CRM or email connection:

1. If you are a Riva Cloud Company Admin, log in to the Riva Cloud Dashboard and select the Users tab on the left side panel. If you are a Riva Cloud Company User who manages their own connection, skip steps 2 and 3, proceeding to step 4 in this document.
2. From the list of users, find the one you wish to modify the connections for. 

3. After locating this user, select the gear icon on the right-hand side and select Impersonate. Once the dashboard has refreshed and you are now impersonating the user whom you wish to modify the connections for, proceed to the next step.

   

4. Select the Synchronization drop-down from the left side panel. Then, select the Connections tab.

2. From the Connections view, select the connection you wish to edit by clicking the overflow menu in the top-right corner of the connection and then selecting Edit.

Specifically, from the Dashboard, you can

• Convert an Exchange Online connection to OAuth,
• Address common connection errors,
• Test the current connection password or token,
• Re-validate a connection or change its password,
• Find out when the connection was created or last modified, or
• Delete a connection (feasible only if you have not used it to sync)

Address Common Connection Errors

Riva Cloud Company users may complain that data has not been syncing between their CRM and email accounts. If you check several user sync logs, you may spot a connection error.

With Riva Cloud Company subscriptions, a connection error affects all enabled users in the User Manager.

There are two common connection errors:

• Cannot Connect to the Target System - System Not Available: This type of error indicates that the CRM or email system is not accessible to Riva Cloud Company. To confirm this issue, attempt to log in to the CRM or Outlook Web Access as any normal user. If the login screen is not available or all logins for any enabled user are denied, then there is an issue with the target system. To resolve the issue, contact the CRM or email system administrator or host provider.
• Cannot Connect to the Target System with Given Credentials: The error displayed above indicates that Riva Cloud Company cannot connect to the email system using the user credentials currently configured. To confirm this issue:
  • Attempt to log in to the CRM or email system as the Riva Cloud Company connection account. If the login is denied, then there is an issue with the Riva Cloud Company connection account. Contact the CRM or email administrator, and confirm the login user name and password for the Riva Cloud Company connection account.
  • If the user name and password have not changed: Test the existing Riva Cloud Company connection password.
  • If the user name has not changed but the password has changed: Update the Riva Cloud Company connection password.
  • If the user name has changed: Disable the sync policy, and contact the Riva Success Team to reconfigure the connection.
  • If the users have been moved to a different CRM or email system: Disable the sync policy, and contact the Riva Success team.

Test the Current Connection Password or Token

If you check your Riva Cloud Company sync logs and you see a connection error, you can test the connection.

To confirm that Riva Cloud Company is able to use the existing password or token configured in the connection:

There are two (2) ways to test the current connection password or token:

1. Select the Test Connection option after selecting the overflow menu on the Connections view¹; or
2. Scroll to the very bottom of the Connection Details Window and select the Test Connection button as shown below.

¹ Selecting the Test Connection option from the overflow menu in the Connections view will take you to another view that allows you to tailor the connection test to your use case.

Riva Cloud Company checks whether the password or token works.

1. Depending on the test results, proceed as follows:
   • If the test passes (that is, the connection is working), select Save or Cancel.

   • If the test fails, re-validate a connection or change its password, and test the connection again.

     If, after a password change or connection re-validation, the connection test still fails, contact the Riva Success Team for assistance.

Re-Validate a Connection or Change Its Password

Riva Cloud Company depends on a successful connection to the user's email account and CRM account. Riva Cloud Company cannot detect a password or token change in a target CRM or email system.

If the password or token for the Riva Cloud Company connection account is changed in the CRM or email system, Riva Cloud Company cannot connect until the connection password or token is changed in Riva.

The process is different for Salesforce, Office 365, and Google.

• For Salesforce.
• For Office 365.
• For Google.
• For other supported CRMs or email systems.

Re-validating a Salesforce Connection

Note: Re-validating a Salesforce connection also refreshes its metadata, which is sometimes required after changing the sync policy or configuring new features.

To re-validate a Salesforce connection in Riva Cloud Company:

1. Edit or manage the existing CRM connection.

2. On the connection edit page that appears, select Re-Validate Connection.

   

3. Read the warning that appears. Log out of any existing Salesforce browser sessions. Select Re-Validate.

4. On the Salesforce authentication form that appears, enter your Riva Cloud Company admin user name and password, and select Login.

   Result: Riva Cloud Company will retain the password and use it.

   Note: If data was not synchronizing due to an incorrect password and then the password is changed, Riva Cloud Company automatically starts to sync data during the next full sync cycle.

Re-validate an Office 365 connection

To re-validate an Office 365 email connection in Riva Cloud Company:

1. Edit the email connection.

   

2. Select Re-Validate Connection, and then select Re-Validate.

   

3. Sign in with another account (User name and Password).

   

4. When you see "Connection has been configured successfully!", select OK.

   

Re-validating a Google connection

To re-validate the G Suite connection in Riva Cloud Company:

1. Edit or manage the existing email connection.

2. On the connection edit page that appears, select Re-Validate Connection.

   

   Note: At this point, you are basically going to re-create a Google connection — in the same windows as for creating a connection, but the windows have slightly different titles.

3. Complete steps 5 and following of Connect a G Suite account to Riva Cloud.

Changing the connection password for other supported CRMs or email systems

To change a non-Salesforce, non-Office 365, and non-Google connection password in Riva Cloud Company:

1. Edit or manage the existing CRM or email connection.
2. In the connection edit window that appears, select the Update Password button.
3. In the window that appears, provide the new password, select the check box, and select Save.
4. In the connection edit window, select Test Connection.
5. In the Connection Tests web form, enable the Service Account radio button, and enable the General Test radio button.

6. Select the Run Test button in the bottom right corner.

   

   Results:

   • Riva Cloud Company confirms whether the new password works.
   • If the password fails, Riva Cloud Company blanks it out and provides additional help to possibly correct the issue. 

7. If a message box displays Password updated successfully, select Close.

   Note: If data was not synchronizing due to an incorrect password and then the password is changed, Riva Cloud Company automatically starts to sync data during the next full sync cycle.

Find Out When a Riva Cloud Company Connection Was Created or Last Modified

1. Edit the connection.
2. Near the bottom right corner, hover the mouse cursor over the information icon.

How to Delete a Riva Cloud Company Connection (Feasible Only If You Have Not Used It to Sync)

• If you have not yet enabled the sync policy, you can delete the connections without assistance from the Riva Success Team.
• If you have enabled the policy, you need to contact us for assistance to delete your connections. 

To delete a connection:

1. Edit the connection.
2. Select the red Delete button.

If a sync policy has already used a connection to sync, you cannot delete that connection.

If you think you need to delete your CRM or email connection to address CRM or email system changes, contact the Riva Success Team.