Riva Insight: "Error Occurred: Incomplete Configuration Provided For Custom Object Type: Custom1"

Issue

In the Riva Insight Context View (Windows add-in), an error similar to the one below is displayed:

Cause

This error may occur for one or more of the following reasons:

1. Missing or corrupted custom.settings file
   The CRM connection is not loading the custom settings correctly.
2. CRM connection metadata was not refreshed after deploying a custom configuration
   Insight may be using stale or incomplete Salesforce metadata.
3. Custom1 module is missing from the TrackConfiguration file
   The WhatIdControl is not properly configured because the custom module is not defined correctly.
4. Insight servers are missing CRM connection custom configuration options
   For example, the \en folder contents from the production sync server may be missing from the Insight servers.
5. Users are assigned to multiple policies
   Users assigned to multiple policies may receive conflicting sync configurations in their mailbox.

Solution

1. Check and Restore the custom.settings File

Verify that the custom.settings file exists and contains valid XML keys.

1. On the Riva server, navigate to the following folder: 

   \Riva\Custom\Connection$folder\en\settings\ folder

2. Confirm that the custom.settings file exists in this folder. 
3. Open the file with a binary text editor. Do not use a word processing application.

4. Verify that the custom keys are present between the XML tags.

   Example: 

   <ConfigurationSettings xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
     <Settings>
       <add key="Crm.Salesforce.EventRelations.MultiAttendee.Enabled" value="true" />
       <add key="Crm.Salesforce.EventSubTypeValue" value="Event" />
       <add key="Crm.Salesforce.IncludePrimaryContactAsAttendee.Disabled" value="true" />
       <add key="Crm.Salesforce.TaskSubTypeValue.Email" value="Email" />
       <add key="Crm.Salesforce.TaskSubTypeValue.Task" value="Task" />
       <add key="Sync.Crm.AuthenticatedUserIsExclusiveServiceAccount" value="true" />
     </Settings>
     <Groups />
   </ConfigurationSettings>

5. If the file is missing or corrupted, restore it from a backup.

6. When restoring the backup file:

   1. Open the backup file in a binary text editor. Do not use a word processing application.
   2. Rename the file to Custom.settings.
   3. Save the file as type All Files.

   This helps ensure the file is saved with the correct extension and is not saved as a text document.

2. Refresh CRM Connection Metadata

If a custom configuration was recently deployed, refresh the CRM connection metadata.

For detailed steps, see Review or Update Configured Salesforce Metadata Fields.

3. Check the TrackConfiguration File

1. Confirm that Custom1 is correctly added under the Modules section of the TrackConfiguration file.

   Example file location: 

   C:\Riva\Riva Insight\Insight1\runtime\Insight\App_Data\Config\OnPremise\

2. Review the TrackConfiguration.xml file and confirm that the Custom1 module is included and correctly configured.

4. Overwrite Insight Server Configuration from the Production Sync Server

If the Insight servers are missing CRM connection custom configuration options, copy the correct configuration from the production sync server.

1. On each Insight server, back up the existing CRM connection custom configuration files.
2. Locate the \en folder on the production sync server.
3. Copy the production sync server’s \en folder.
4. Overwrite the corresponding \en folder on the Insight servers.
5. Restart or refresh Insight services as required by the environment.

5. Re-initialize Affected Users

If affected users are receiving incomplete or conflicting sync configuration, re-initialize the affected users from the Riva sync policy.

For detailed steps, see Solutions For Track in CRM Configuration Setting Missing Error.

Escalation

If the issue is not resolved after completing the steps above, open a support ticket with the Riva Support Team.

Include the following files from the Insight server for further investigation:

• InsightConfiguration
• TrackConfiguration.xml

Also include:

• The full error message
• The affected user or users
• The Insight server name
• The CRM connection name
• Confirmation of whether custom object configuration was recently changed
• Any recent sync policy or metadata changes