Error After User Moved: Sync Aborting - Conflicting Entity Detected

Applies to

• Riva On-Premise for Exchange.
• Riva On-Premise for Notes.

In rare circumstances, Riva admins have reported conflicting entity errors after moving users between sync policies using one of the following procedures:

• Move target Exchange/Notes users to another sync policy using identical category names
• Move target Exchange/Notes users to another sync policy using different category names
• Move target Exchange/Notes users to a duplicate sync policy

In this example, the user Ian Sample is moved between Sync Policy East to Sync Policy West.  When Riva attempts to sync the user, a conflicting entity error is reported:

Symptoms

After moving a user between sync policies, Riva may encounter one or more of the following errors:

• Sync aborting - conflicting entity detected
• Skipping conflicting entities

• User logs are not appearing for affected users.

The affected user may also stop synchronizing.

Cause

This issue occurs when the user's original sync policy assignment remains in Riva Global metadata after they are moved to another sync policy.

Resolution

To resolve this error, the Riva Admin can perform an Override Conflicting Policy Safety re-initialization.

1. Double-click the target policy to edit it.
    
2. Select the users that were moved.
    
3. Set Modules to All.
    
4. Set Categories to All.
    
5. Set Type to Override Conflicting Policy Safety.
    
6. If a Policy Save Change Detection window appears, select Yes.
    
7. Monitor user sync activity and confirm that there is no Sync aborting - conflicting entity detected error.