Troubleshooting Guide
Collecting information
Web Client
The following logs and traces should be collected in the given priority:
- 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?
- Collect the logs from the CRM or from the Finesse server and send them to the DEV department
- Developer Tools console content (Edge and Chrome)
- 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:
- 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?
- Collect the logs from the CRM and send them to DEV department
- Unified Service Desk log with Verbose level
- Developer Tools console content (Chrome)
- HAR file (Chrome)
Unified Service Desk log with verbose level
- Open UnifiedServiceDesk.exe.config (default: C:\Program Files\Microsoft Dynamics CRM USD\USD)
- Set
<add name="Microsoft.Crm.UnifiedServiceDesk.Dynamics" value="Verbose"/>
- Logfile: C:\Users\user\AppData\Roaming\Microsoft\Microsoft Dynamics® 365 Unified Service Desk\usdversion
Save HAR snapshot
- Open Unified Service Desk configuration (Dynamics 365)
- Add Global option "Other" with name: ChromeRemoteDebuggingPort and value: 1234
- Restart USD
- Point local Chrome browser to: http://localhost:1234
- Inspect/select URL containing msdyusd_CIFHelperDocument
- Go to the Network tab
- Reproduce the issue
- Go back to the Dev tools and right-click on any row of the activity pane and select "Save all as HAR with Content"