Riva Stops Gmail Sync - No Error Issued: Possible Solution

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Audience: Riva administrators and users. This article applies to Riva Cloud and Riva On-Premise.


A single user notices that their Riva email synchronization has stopped, but the sync log does not display an error.


There are two possible causes:

  • The user has deleted or renamed Gmail labels that are used by Riva.
  • The user has moved sublabels out of the Gmail label structure used by Riva.

Users have the same control over the label structures set up by Riva as they do with any other items in Gmail. Consequently, Riva sync labels may be inadvertently deleted or moved.


Terms used in this article

Master CRM label structure: the label structure created in Gmail by enabling SmartConvert in the Riva synchronization policy.

Broken CRM label structure: a master CRM label structure in Gmail that has stopped synchronizing.

Note: If you use Email SmartConvert and AssignTo, they must remain enabled in your synchronization policy to re-create the appropriate labels.

  • SmartConvert is available in Riva Cloud Standard and Premium subscriptions, as well as in Riva On-Premise.
  • AssignTo is available in Riva Cloud Premium subscriptions, as well as in Riva On-Premise.

Follow the procedure that applies to your environment.

Solution for Riva Cloud


  • After creating a backup label outside the broken CRM label structure, the user can label emails to be backed up. The user can then delete the broken CRM label structure.
  • Riva will automatically re-create the label structure during the next sync cycle. Emails saved to a backup label can then be labelled with the “Create New Email” sublabel. Riva will then resume synchronizing emails with the appropriate CRM category and modules.

Detailed steps:

  1. In Riva, double-check the name of the broken CRM label and ensure that SmartConvert is enabled, as follows:

    1. Log in to https://www.rivacloud.com/live.

    2. Near the bottom right corner, select Edit Policy.


    3. On the Synchronization Policy Settings page, select the Configuration tab.


      Note: Typically, this label has the same name as the CRM.

    4. Select the Email SmartConvert tab, and ensure that SmartConvert is enabled.

    5. Select Save.

  2. In Gmail, create a backup label outside the broken CRM label structure, as follows:

    1. In the Gmail web app, on the main menu on the left-hand side, scroll down to Create New Label.


    2. Name this label “Riva Backup”. Do not nest the label.

  3. Select the check box with the drop-down list, and choose All.


  4. Below the Search Mailbox, click or tap the Label icon.


  5. Choose the Riva Backup label, and then click or tap Apply.


    Result: The label is applied to the selected emails.


  6. For any emails in the “Create New Email” sub-labels that have not yet been processed by Riva, repeat steps 2–5.

  7. Click or tap the toggle button to the right of the broken CRM label structure, and select Remove Label. Confirm the label deletion in the following dialogue box by clicking or tapping Delete. Also, delete the labels “Riva Item Issues” and “Processing Complete!".


    In Riva, wait for one full sync cycle.

    Result: The correct label structure is created by Riva.

  8. In Gmail, tag the emails with the Riva Backup label into the Create New Email sublabel under your Riva main label. Use the multi-select option covered in step 2.

    If emails stopped syncing because a sub-label was moved out of the CRM label structure, the emails in that moved label need to be tagged back into the new Riva Create New Email sublabel.

    If AssignTo is enabled, Riva will detect the applicable modules (Cases, Contracts, Opportunities), re-create the corresponding sub-labels, and synchronize the emails in accordance with the sync policy.

Solution for Riva On-Premise

The solution for Riva On-Premise is identical to the solution for Riva Cloud, except for step 1. This step is performed as follows for Riva On-Premise:

  • For information on how to access your CRM label name, see Configure the Parent label for module setting and Parent label name for AssignTo labels. This value is the Address Book category/Name box found in the Address Books tab of your sync policy.
  • SmartConvert can be accessed by opening the sync policy and selecting the SmartConvert tab. Ensure that the Enable SmartConvert/Email check box is selected to re-create your CRM label structure.


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