Handling “Entity Rename Conflict” Errors in Riva

Grace Wannapongsai
Grace Wannapongsai
  • Updated

Summary

This article explains how to identify, resolve, and verify an Entity Rename Conflict error that may occur during a Riva sync.

Applies To

  • Riva Cloud and Riva On-Premise
  • Users encountering entity rename conflict errors during sync

Note: If you're using Riva Cloud, some steps require assistance from Support. 

Issue Description

The sync logs may display error similar to the following:

  • Error! An entity rename conflict has occurred. The new target entity directory already exists. Entity: … D:\sync\pod\data\Transactions\CrmModuleEx\-1533619578\Lookup\** 

This can happen when Riva attempts to automatically rename an entity during sync, but the rename does not complete successfully. 

Workflow Overview

  1. Automatic rename attempt

    Riva attempts to automatically rename entity.settings during sync. If successful, no further action is needed.

  2. Automatic rename fails

    The system generates the Entity Rename Conflict error.

  3. Manual resolution

    A manual fix is required to correct the settings and allow sync to proceed. 

Manual Rename Procedure

Important Notes:

  • Riva Cloud: Contact Riva Support and include the full error message, ensuring it contains the affected entity/user, source and target directory paths shown in the error.
  • Riva  On-Premise: An administrator with access to the Riva server file system can perform the steps below.

 

1. Disable policy. 

2. Disable automatic mailbox conflict resolution

Check Advanced Options for Sync.Crm.AutoResolveMailbox.Enabled:

  • If Sync.Crm.AutoResolveMailbox.Enabled = True, set to False before proceeding. 

3. Copy required files to the target Transactions folder

  1. From the user's source (old username) Transactions folder, copy the following files:
  • metadata
  • entity.settings
  1. Paste them into the user's target (new username) Transactions folder.

4. Update the target entity.settings file

In the target entity.settings file: 

  1. Update the user email address to the new user email address

  2. Queue a ClearMailboxIdConflict-All re-init for the user. 

    To run the Re-init
    • In the entity.settings file, ensure <Reinitialize> is set to true:
      • Change <Reinitialize>false</Reinitialize> to <Reinitialize>true</Reinitialize>

    • Then locate the <ReinitSettings> section inside <EntitySettings>:

      <EntitySettings ...>
    <Reinitialize>true</Reinitialize>
    ...
    <ReinitSettings>
        <Type>Full</Type>
        <ModulesToReinit>None</ModulesToReinit>
    </ReinitSettings>
</EntitySettings>

      Replace:

      • <Type>Full</Type> with <Type>ClearMailboxIdConflict</Type>

      • <ModulesToReinit>None</ModulesToReinit> with <ModulesToReinit>All</ModulesToReinit>

    • The final block should look like this:

      <ReinitSettings>
    <Type>ClearMailboxIdConflict</Type>
    <ModulesToReinit>All</ModulesToReinit>
</ReinitSettings>

4. Remove custom.settings if it contains rename keys

  • If a custom.settings file exists for the user and contains rename keys, remove the file.

5. Re-enable the policy.

6. Monitor sync activity

  • Monitor the logs until the user completes a couple of successful sync cycles. 

7. Re-enable auto-rename

If auto-rename was disabled in step 2, re-enable auto-rename functionality.

Update the key-value on the policy in Advanced Options:

  • Set Sync.Crm.AutoResolveMailbox.Enabled = True

Validation Checklist

Confirm the following after completing the procedure:

  • The user completes multiple successful sync cycles after the policy is enabled.
  • No new Entity Rename Conflict errors have been observed in the logs. 
  • The affected entity syncs successfully.
  • The user confirms syncing is working as expected.