Manage Your Connections: Riva Cloud Company

  • Updated

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:

  • On the Dashboard, locate the connection, and select Edit.

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Specifically, from the Dashboard, you can

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.

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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:

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 can use existing password or token configured in the connection:

  1. Edit or manage the existing CRM or email connection.

  2. In the connection edit window, select the I understand check box (if visible), and select Test Connection.

    Test-Generic-Connection- (2).png

    Riva Cloud Company checks whether the password or token works.

  3. Depending on the test results, proceed as follows:

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.

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.

    Salesforce--Connection-Details--Re-Validate-Connection- (1).png

  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.

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

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

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

    ok(1).jpg

Re-validating the connection for Google

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.

    Google1111.jpg

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

  3. Do one of the following:

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 Update-Password-(blue-button) (1).png.

  3. In the window that appears, provide the new password, select the check box, and select Save.

  4. In the connection edit window, select the I understand check box (if visible), and select Test Connection.

    Test-Generic-Connection- (3).png

    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.
       
  5. 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 i-icon-to-hover-over-to-see-the-creation-and-last-modified-dates.png 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.

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