The November 12/13, 2026 disruption originates in Microsoft 365. It affects Exchange Online connectivity, including Microsoft Graph access to mail, calendars, and contacts. Both Riva Cloud and Riva On-Premise synchronization may be interrupted when Microsoft cannot provide access to affected mailboxes.
Microsoft is tracking the disruption under EX1550543 / MO1550821. Check your tenant’s Microsoft 365 Service Health for current status and whether your organization is affected.
Keep Riva synchronization enabled. Both deployments are generally expected to recover automatically once Microsoft restores stable access, provided services and policies remain enabled and connections remain valid. Catch-up may take several sync cycles.
| Question | Riva Cloud | Riva On-Premise |
|---|---|---|
| How is synchronization affected? | Microsoft 365 connectivity failures may cause failed sync cycles, timeouts, or delayed updates between mailboxes and the CRM. | The same issues may occur. Although Riva runs on customer-managed infrastructure, synchronization with Microsoft 365 still depends on Microsoft’s mailbox services. |
| Will synchronization recover automatically? | Hosted synchronization processes should retry affected connections and resume processing eligible pending changes once Microsoft access is restored. | Subsequent sync cycles should retry affected connections, provided the Riva services are running and policies remain enabled. |
| Is previously synchronized data affected? | A connectivity outage alone is not expected to remove previously synchronized data. Pending changes may temporarily cause differences between Microsoft 365 and CRM records. | The same expectation applies. Existing synchronized data should remain, while new changes may be delayed. |
| Is manual recovery required? | Usually, no. Eligible pending changes should process after connectivity returns, subject to policy settings and retry limits. Contact Riva Support about items that remain unresolved. | Usually, no. Monitor successful sync cycles and review logs for persistent errors or items requiring attention. Contact Riva Support if gaps remain. |
| Should services be stopped or restarted? | No customer service action is required. Riva manages the hosted services; leave synchronization policies enabled. | Leave Riva services running to allow retries. A shutdown or restart is not normally required solely because of the Microsoft outage. Consider intervention only if the Riva server develops a separate operational issue, such as excessive resource use or disk consumption. |
Automatic recovery does not guarantee that every failed item will process immediately. Individual items may enter delayed retry or reach configured retry limits and require review. Changes made while Outlook is offline must first synchronize to the Microsoft 365 mailbox before Riva can detect them.
After Microsoft confirms recovery:
- Confirm successful synchronization: For Riva Cloud, review available sync status or contact Riva Support. For Riva On-Premise, check affected users in the Riva Service Monitor and review logs.
- Validate pending changes: Check a sample of emails, appointments, and contacts created or changed during the outage, allowing time for catch-up.
- Investigate remaining gaps: Contact Riva Support about persistent errors or missing updates. Include the deployment type, affected users, timestamps, error messages, and example items.
Do not reset sync state or perform a full resync as a routine recovery step in either deployment. Investigate any remaining gaps first.
For related retry guidance, see Microsoft Graph: UnknownError 504 While Polling Calendar Changes.