Number of Exchange Accounts in CRM Sync Policy Exceeds License Count

  • Updated


A customer installed a .license file that had a two-user license count. The Riva Service Monitor reported that the user configured for synchronization is not licensed.


Riva CRM synchronization policy configuration: Some customers configure their CRM synchronization policy to use a Distribution Group object for the syncing email accounts. In that case, the Riva sync service starts the sync and licenses the first 'x' accounts in the distribution group until the license count has been met, and all other accounts are treated as unlicensed. That situation needs to be confirmed and fixed.


Corrective Actions

If the cause described above applies, correct the situation as follows:

  1. Stop the service named "Omni Riva (Sync Service)".

    Note: In earlier versions of Riva, the service was named "Omni Riva CRM Agent service".

  2. In Windows Explorer, navigate to the Riva\Licenses folder, and remove the .licensee files.

  3. Open the Riva CRM Synchronization policy, and remove the container or group object from the Exchange Accounts list.


  4. Select add >>. In the Exchange Browser window, select the correct Exchange user account or a Distribution Group that has the correct membership list. After the wizard resolves the object, select add >>. When the list is complete, select OK.


    Expected result: The user or users are added to the Exchange Accounts list.


  5. Save the policy, but do not restart the Riva sync service.

  6. In an Outlook client, log in to every target account and manually remove the Riva address book(s), calendar(s), and folders inside the Cabinet.

  7. Start the Riva sync service.

  8. In the Riva Service Monitor, watch the CRM synchronization to confirm that it is working.

Some items may have been added to a Lost and Found folder.

Cleaning email clients

Users who had unwanted data synchronized to their Exchange email accounts need to do some cleaning up in their Outlook client:

  1. View contacts and leads by category (or CRM address book if that option was configured). Remove all contacts and leads generated by Riva.

  2. View the calendar appointments by Category, and then remove all calendar items generated by Riva.

  3. View the tasks by category, and then remove all task items generated by Riva.

  4. Remove from the mailbox the CRM SmartConvert and/or AssignTo folder structure generated by Riva.

Remove all the Riva-generated CRM categories from the Master Category List.

Applies to

  • Riva for Exchange.

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