Troubleshooting Guide

Collecting information

Web Client

The following logs and traces should be collected in the given priority:

1. Do the following pre-analysis
   • What version of b+s Connects is involved?
   • b+s Connects for Microsoft Dynamics version?
   • Is this a new installation or has the product been working before?
   • Which troubleshooting and analysis steps have been taken so far?
   • Are there any errors originating from our gadget?
   • Are there any network responses from Finesse (HTTP + XMPP) that indicate an issue?
   • Are there any network responses from Dynamics CRM that indicate an issue?
2. Collect the logs from the CRM or from the Finesse server and send them to the DEV department
3. Developer Tools console content (Edge and Chrome)
4. HAR file (Edge and Chrome)

Collecting logs

To learn how to configure, upload and gather logs, please refer to the Logs guide.

Save HAR snapshot

Chrome / Edge chromium

• Use F12 to open the Chrome Developer Tools
• Click on the Network tab
• Select "Preserve log"
• Make sure that the circle at the top left of the network tab is red. If it is black, click on it in order to start recording.
• Make sure that all types of requests are selected
• Refresh the page and reproduce the issue
• After reproducing the issue successfully, right-click on any row in the activity panel, select "Copy all as HAR (with sensitive data)" and paste it into a text editor of your choice
• Save the file in the .har file format

Save console logs

• Use F12 to open the Chrome Developer Tools.
• Click the settings icon in the upper right corner.
• Check the following check boxes in the console section:
  • Log XMLHttpRequests
  • Show timestamps
  • Preserve log upon navigation
• Close the settings and go to the Console tab.
• Clear the console.
• Ensure all levels are enabled in the dropdown to the right of the Filter field.
• Reproduce the issue.
• Return to the console.
• Right click and save the log file.

Unified Service Desk

The following logs and traces should be collected in the following priority order:

1. Do the following pre-analysis
   • What version of b+s Connects is involved?
   • Is this a new installation or has the product been working before?
   • Which troubleshooting and analysis steps have been taken so far?
   • Are there any errors originating from our gadget?
   • Are there any network responses from Finesse (HTTP + XMPP) that indicate an issue?
   • Are there any network responses from Dynamics CRM that indicate an issue?
2. Collect the logs from the CRM and send them to DEV department
3. Unified Service Desk log with Verbose level
4. Developer Tools console content (Chrome)
5. HAR file (Chrome)

Unified Service Desk log with verbose level

1. Open UnifiedServiceDesk.exe.config (default: C:\Program Files\Microsoft Dynamics CRM USD\USD)
2. Set <add name="Microsoft.Crm.UnifiedServiceDesk.Dynamics" value="Verbose"/>
3. Logfile: C:\Users\user\AppData\Roaming\Microsoft\Microsoft Dynamics® 365 Unified Service Desk\usdversion

Save HAR snapshot

1. Open Unified Service Desk configuration (Dynamics 365)
2. Add Global option "Other" with name: ChromeRemoteDebuggingPort and value: 1234
3. Restart USD
4. Point local Chrome browser to: http://localhost:1234
5. Inspect/select URL containing msdyusd_CIFHelperDocument
6. Go to the Network tab
7. Reproduce the issue
8. Go back to the Dev tools, right-click on any row in the activity panel, select "Copy all as HAR (with sensitive data)" and paste it into a text editor of your choice
9. Save the file in the .har file format