Riva Insight: “CreateNew_FolderPath folder not found” Error

Grace Wannapongsai
Grace Wannapongsai
  • Updated

Overview

The “CreateNew_FolderPath folder not found” error occurs when Riva Insight cannot locate the configured SmartConvert Create New Email folder in Outlook.

This folder is used by Riva Insight to process emails that users create or sync to CRM. If the folder path is missing, incorrect, or the Outlook folder has been moved, renamed, deleted, or corrupted, Riva Insight may be unable to complete the SmartConvert process.

In most cases, the issue can be resolved by verifying the configured folder path, recreating the Outlook folder, or removing and recreating the Riva Insight sync configuration.

Symptoms

Users may see an error similar to:

  • “CreateNew_FolderPath folder not found”

The user may also experience one or more of the following:

  • SmartConvert does not process new emails as expected.
  • The Create New Email folder is missing from Outlook.
  • The folder path in Riva Insight advanced configuration is blank or incorrect.
  • Riva Insight cannot locate the configured Outlook folder.

Cause

This error typically occurs when Riva Insight cannot find the Outlook folder specified in the Create New Email Folder Path setting.

Common causes include:

  • The Create New Email Folder Path field is blank.
  • The configured folder path contains a typo or extra space.
  • The configured folder path does not match the actual Outlook folder name.
  • The Outlook folder was moved, renamed, or deleted.
  • The Outlook folder is corrupted.
  • The Riva Insight sync configuration is missing or corrupted.

Resolution

Fix 1: Verify or Correct the Folder Path in Riva Insight Settings

  1. Open Outlook.
  2. Click File.
  3. Select About Riva Insight.
  4. Click Show Advanced Configuration.
  5. Locate the Create New Email Folder Path field.
  6. Confirm that the folder path:
    • Is not blank.
    • Does not contain typos or extra spaces.
    • Matches the actual folder name in Outlook.
    • Uses the expected folder path format, for example:
      /Salesforce/- Create New Email

If the folder path is incorrect, update it so that it matches the folder path in Outlook.

Fix 2: Recreate the Outlook Folder

If the folder path appears correct but the error continues, the Outlook folder may be missing, corrupted, moved, renamed, or deleted.

To allow Riva to recreate the folder:

  1. Move any emails from the affected folder back to the Inbox.
  2. Delete the affected folder from Outlook.
  3. Go to Deleted Items.
  4. Delete the folder again from Deleted Items.
  5. Wait for Riva to recreate the folder automatically during the next sync cycle.

After the folder is recreated, confirm whether the error is resolved.

Fix 3: Remove and Recreate the Sync Configuration

If the folder path is blank or the Riva Insight configuration appears corrupted, remove and recreate the sync configuration.

  1. Open Outlook.
  2. Click File > About Riva Insight.
  3. Click Show Advanced Configuration.
  4. Click Remove Sync Configuration.
  5. Close Outlook.
  6. Wait three sync cycles.
  7. Reopen Outlook.
  8. Go back to File > About Riva Insight > Show Advanced Configuration.
  9. Confirm that the following fields are populated:
    • Processing Category: your organization’s configured value.
    • Create New Email Folder Path: for example, /Salesforce/- Create New Email.

Once these values are populated, test again to confirm that the error no longer appears.

Contact Support

If the issue persists after applying the recommended fixes, or if you need assistance, please contact the Riva Support Team for further assistance.