Tracked Items Stuck as Pending (Not Synced): Collecting Diagnostic Information

Overview

When an email or meeting is tracked with Riva Insight, the item may temporarily display Pending while it waits for Riva Sync to process the item.

Pending means synchronization has not completed. After successful processing, the status changes to Tracked | In CRM. 

Use this article when an item remains Pending to:

• Identify which tracking scenarios are affected.
• Reproduce the issue.
• Verify that Insight applied the required tracking information.
• Verify that the tracking information reached the mail server.
• Determine which area to investigate next.

Important: Do not re-track, move, delete, or modify an affected test item until the diagnostic information has been collected.

1. Collect environment information

Open Riva Insight > About and take a screenshot.

Verify and record:

• User
• Policy (Account)
• Riva Insight version
• Outlook client: Classic Outlook, New Outlook, or Outlook on the web
• Outlook version/build, if readily available
• Track in CRM: all displayed checks are true
• Track State Service: all displayed checks are true
• Diagnostic Logging is enabled and showing

If a service check is false, or Diagnostic Logging is not working as expected, capture the current state before making any changes.

Example:

2. Identify the affected scenario

Determine the scope of the issue:

• All tracked items
• Emails only
• Meetings only
• Specific tracking scenarios
• Intermittent

If only certain scenarios fail, identify what works and what remains Pending.

Mailbox

Identify where the user is tracking:

• User's own mailbox
• Shared mailbox
• Another user's mailbox accessed as a delegate

For a shared or delegated mailbox, record the tracking user and mailbox owner.

Email

For the affected scenario, record the subject, tracking method, and folder, if applicable.

Meeting

For the affected scenario, record the meeting title, tracking method, organizer/attendee role, and whether the meeting is standard, a recurring series, or a specific occurrence.

For an occurrence, also record the date and time of the affected occurrence.

3. Reproduce the issue

Reproduce the issue using the same workflow that is failing. Where possible, use a new test item.

1. Open Riva Insight > About and copy the Diagnostic URL.
2. Record the local date and time.
3. Track the test item using the affected tracking scenario.
4. Close the item or navigate away from it.
5. Wait at least 30 seconds to give the Outlook client to save to the mail server.
6. Reopen the same item and Riva Insight.
7. Confirm whether the item still shows Pending.
8. Record whether the corresponding item exists in CRM.

Closing the item is required. Outlook may not save the updated item and tracking properties to the mail server until the item is closed.

Record the reproduction details:

• Diagnostic URL
• Subject/title
• Tracking date/time
• Mailbox
• Tracking scenario
• Folder, if applicable
• Status after reopening
• Item exists in CRM: Yes / No / Not checked

If the issue cannot be reproduced

If the test item successfully processes, retain the Diagnostic URL and reproduction information and note that the issue could not be reproduced.

If the item remains Pending

Do not:

• Re-track the item.
• Move it to another folder.
• Change its categories or properties.
• Delete and recreate it.

Continue with the same item and collect the Properties Inspector information below.

4. Collect Properties Inspector information

With the Pending item open, put focus on the Riva Insight side panel, for example by clicking inside a field.

Open Properties Inspector using either method:

• Press Ctrl+Shift+F12.
• If enabled for the organization, select Properties Inspector from the hamburger menu on the right side of the Riva Insight navigation app bar.

Properties

Capture approximately the first 10 properties.

Verify that these tracking qualifiers are present and have values:

• riva.TrackUser
• riva.TrackedBy
• riva.TrackStateId
• riva.FirstTrackedOn

When all four values are present, Riva Insight has applied the tracking qualifiers required for subsequent Riva Sync processing.

Scroll to the bottom and also capture:

• cecp-propertyNames, if present

If a required property is missing or empty, capture the result as-is. Do not manually add or modify the property.

TrackState

Open and capture the TrackState tab.

• TrackState data is displayed

When TrackState data is displayed, the item's tracking information is available through Track State Service for Riva Sync to retrieve during processing.

Example:

Graph Item

Open the Graph Item tab.

The Graph Item response can be long. You do not need to capture the entire response.

Capture:

• Top of the Graph Item response
• Bottom of singleValueExtendedProperties

Under singleValueExtendedProperties, look for a property in this format:

• String {00020329-0000-0000-c000-000000000046} Name cecp-<unique-value>

For example:

• String {00020329-0000-0000-c000-000000000046} Name cecp-79c50fb3-a95a-7fbf-65f1-bc67d7d24510

The value following cecp- will vary. It does not need to match the example.  The important pattern is:

• String {00020329-0000-0000-c000-000000000046} Name cecp-
• cecp-* server-side tracking property is present

Seeing the cecp-* property in the Graph Item confirms that the tracking property has been saved from the Outlook client to the mail server.

If the property is missing, capture the bottom of the Graph Item response anyway. The absence of the property is useful diagnostic information.

5. Review the diagnostic checkpoints

Use the results to determine where to investigate next.

If all checkpoints are present

If:

• riva.TrackUser has a value
• riva.TrackedBy has a value
• riva.TrackStateId has a value
• riva.FirstTrackedOn has a value
• TrackState data is displayed
• The Graph cecp-* property is present
• The item remains Pending

then the collected evidence indicates:

1. Riva Insight applied the required tracking qualifiers.
2. The tracking property reached the mail server.
3. Track State information is available.
4. Riva Sync processing has not completed successfully.

Continue the investigation with Riva Sync diagnostics.

These checkpoints identify the next area to investigate. They do not, by themselves, identify the root cause.

6. Information to provide with the escalation

Before escalating, confirm that the following information has been collected.

Environment

• About page screenshot
• User
• Policy (Account)
• Riva Insight version
• Outlook client/version
• Track in CRM status
• Track State Service status
• Diagnostic Logging status

Scenario

• Email or meeting
• Working vs. failing scenarios
• Own/shared/delegated mailbox
• Folder, if applicable
• Organizer/attendee, if applicable
• Standard/series/occurrence, if applicable

Reproduction

• Diagnostic URL
• Subject/title
• Tracking date/time
• Screenshot showing Pending
• Item exists in CRM: Yes / No / Not checked

Properties Inspector

• Properties screenshot
• riva.TrackUser: Present / Missing
• riva.TrackedBy: Present / Missing
• riva.TrackStateId: Present / Missing
• riva.FirstTrackedOn: Present / Missing
• cecp-propertyNames, if present
• TrackState: Present / Missing
• Graph Item top
• Graph singleValueExtendedProperties
• Graph cecp-*: Present / Missing

Expected successful state

After Riva Sync successfully processes the item, Riva Insight should no longer show Pending and should display Tracked | In CRM.