Applies to Riva Cloud & Riva On-Premise, when attachment sync is enabled for any module.
Background info: Manage Attachment Filter Options.
Issue
Attachment sync fails with an error in user logging similar to the one below:
Potential Causes
To help narrow down the scope of the issue, ask the following questions:
- Is the error happening for one user, a few, or all?
- Does the error tend to happen for certain file types?
- Does the error seem to occur for attachments above a certain file size?
To diagnose the root cause, use CRMEX logging; if the root cause is still not apparent, capture a Fiddler trace while syncing the affected attachment.
Solution
The solution will vary, depending on the cause.
Scenario 1: 503 Server Unavailable
CRMEX logging or a Fiddler trace of failed attachment sync shows an error like the one below:
---> System.Net.WebException: The remote server returned an error: (503) Server Unavailable.
- If this key is present in the sync policy advanced options or CRM connection advanced options, ensure that the URL value is correct:
Sync.Crm.CustomAttachmentUploader.Host = https://correct-url-of-uploader.com
- If the URL is correct, ensure that the endpoint is online and reachable.
More info: (Mozilla) 503 Service Unavailable.
Scenario 2: Attachment is corrupted
This scenario is most likely if only one attachment seems to be affected.
In this case, attempt to sync a new version of the file.
Scenario 3: Permission issues in CRM
Use CRMEX logging & a Fiddler trace of the failed attachment sync to diagnose & identify missing permissions in CRM.Scenario 4: Attachment size exceeds CRM limits
To resolve this, either decrease the attachment's file size OR increase the allowed size of attachments in CRM.
Scenario 5: Attachment has invalid characters in its filename
To resolve this, rename the file so as to remove the invalid characters.