Error Adding User to Policy

  • Updated

Applies to Riva On-Premise.
 

Issue

In Riva On-Premise, one or more users fail to load in the Service Monitor with an error message:

Error adding a user to Policy: There is an error in the XML document.

 

error adding user to policy.png

The error may also appear in logging.

Cause

The error is caused when the affected users' entity.settings files become corrupted.

For more information, see Understand How Riva Maintains Transaction Records.
 

Solution

To resolve the error and sync the affected users:

  1. Apply the advanced option to the sync policy:

Sync.Crm.RecreateInvalidEntitySettings = True
 

  1. Restart the sync service.

Result: The affected users will have their entity.settings files automatically recreated on the following sync cycle and will resume syncing without any other intervention.

If the steps above fail to resolve the error, contact the Riva Success Team. 

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