Riva Insight: Error: Unable to Track This Email

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Issue

Riva Insight displays the following error:

Error: Unable to track this Email. Track in CRM was unable to locate the sync configuration. Ensure this mailbox has gone through at least one synchronization cycle.

 

Possible Causes

Riva Insight uses sync configuration information in Outlook to store settings. This information may become missing or corrupted, causing the error.

This can occur under the following conditions:

  • The user has not gone through an initial sync cycle.
  • The user once synchronized (synced) on another policy and has been moved to a different policy.

Solution

Solution for Riva Cloud

Contact the Riva Success Team.

Solution for Riva On-Premise

Regenerate the sync configuration.

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