Riva Cloud Delete Safety

Rawan Maarouf
Rawan Maarouf
  • Updated

Riva's Delete Safety is a feature that reduces the likelihood of unintentional mass deletions when syncing your CRM and email system. When the number of queued deletions exceeds a threshold, Delete Safety issues an error, and Riva does not process the deletions.

Example of a Delete Safety Error

Delete_Safety_Example.png

 

Reading the errors:

Delete Safety errors have the following format:

[Module] Error - [Log prefix] Poll result returned more deletes than allowed [X/Y] ... 

  • [Module] indicates the module where the attempted deletions exceed the threshold.
  • [Log prefix] indicates the system where the attempted deletions originate from. For example, [CA] indicates a CRM appointment. For the complete list of log prefixes, see Log prefixes.
  • [X/Y] indicates raw count vs. the threshold. For example, [64/50] means 64 deletions detected, threshold is 50. 
  • [X%/Y%] indicates percentage vs. the allowed percentage. For example, [28.1%/25%] means 28.1% of synced items are queued for deletion, threshold is 25%. 

Understanding the "Poll Result Returned More Deletes Than Allowed" Error

What does it mean?

This error is triggered by Riva's Delete Safety feature, which prevents accidentally deleting a significant number of items during synchronization. When the number of items queued for deletion exceeds a configurable threshold, Riva aborts the sync and issues this error instead of processing the deletions.

Were items actually deleted?

No. When Delete Safety triggers, Riva aborts the sync and does not process the deletions. The items remain intact until you explicitly choose to either process or skip the pending deletions.

Thresholds

Every time Riva Cloud processes deletions — once every four hours — it checks if the number of items queued up for deletion exceeds one or more of the following default threshold values:

  • Contacts: 250 items or 25% of the currently synced items.
  • Appointments: 50 items or 10% of the currently synced items.
  • Tasks: 50 items or 75% of the currently synced items.
  • Other Modules: 100 items or 25% of the currently synced items.

To change the thresholds, contact the Riva Technical Support Team.

Common Triggers of Delete Safety

  • Mass deleting email or CRM items.
  • Reassigning contacts or sales territories in the CRM
  • Deleting a recurring appointment.

Delete Safety is triggered most commonly on contacts and calendar items.

Notes

  • Because Riva processes deletions every four hours, rather than every sync cycle, deletions over the course of a business day can add up quickly.
  • You may not have deleted a single item. If contacts were reassigned or are managed automatically by rules in the CRM, they may have been removed from you as owner.
  • Every occurrence of a deleted recurring meeting counts as one deletion and may show on the account of anyone who was invited to the meeting and syncs with Riva.
  • If you have a few items synced in a particular module, it is easy to exceed the Delete Safety threshold. For example, if in one module you have 50 items synced to the CRM, deleting five items in that module triggers Delete Safety.

Before you allow or skip the deletions

Before processing or skipping the deletions, investigate their origin:

  1. Confirm with the affected user(s) whether they intentionally deleted a large number of records recently.
  2. Check for CRM changes such as contact reassignments, territory realignments, or ownership changes that may have automatically removed items from sync scope.
  3. If deletions were intentional → you can allow/process them.
  4. If deletions were unintentional or uncertain → skip them to prevent data loss and contact the Riva Success Team for more details. Riva can generally provide the CRM IDs of the first ten pending deletions per module to help identify the source.

Solutions for Riva Cloud Delete Safety Errors

When a Delete Safety error occurs, investigate the queued deletions.

If you have determined that the deletions were intentional, you can allow the deletions. 

  1. Log into Riva Cloud as an administrator, and navigate to the "Users" page. 
  2. Select the users you want to allow the deletions for and select "With Selected". In the drop-down select "Manage Re-Initialize". 

     
  3. On the "Reinitialize Users" page, select the module for the delete safety. 
  4. Set the Reinitialization Type to Override Delete Safety - Disable Delete Safety for the next cycle. 

     
  5. Select Start.

If you have determined that the deletions were unintentional or you want to err on the side of caution, perform the following steps: 

  1. Perform the same steps as above. At step 4, set the Reinitialization Type to Override Delete Safety and skip deletes - Disable Delete Safety for next cycle and skip deletions. 
  2. Select Start.

If you are uncertain where the deletions originated from, contact the Riva Technical Support Team to request additional details. As per our company policy, Riva does not store client data; the information we can provide is limited. Generally, we can provide the CRM IDs of the first ten pending deletions per module; however, even that is not guaranteed.

If Delete Safety errors frequently occur and you consider increasing your Delete Safety thresholds, contact the Riva Technical Support Team.