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Help us help you with Finance

Some basic troubleshooting can help you resolve a problem before you have to open a support ticket. This article provides resources for troubleshooting Dynamics 365 Commerce issues and lists the information we need to help you. Learn more in Help us help you - general questions for Power Platform and Dynamics 365.

General troubleshooting

Find technical content to help you troubleshoot at Dynamics 365 Finance troubleshooting and in Finance Troubleshooting and FAQs.

If you need to open a support ticket, provide the following information:

  • Which legal entity is the issue happening in? Does the same issue happen in others?

  • Is the issue happening to all users or specific ones? If it only happens to some users, check whether they have custom roles, and check whether the problem occurs with standard shipped roles and with admin users. If it only happens to one user, try deleting the user's usage data and personalizations. Learn more in the following articles:

  • Was the system working before? If it worked before, when did it start to behave differently? Can you correlate it with an upgrade or something else that happened around the same time?

  • If the problem is intermittent, did it ever happen before? If it happened before, when and how did you resolve it?

  • If you can replicate the issue, include the steps to reproduce it, a trace, and the browser session timestamp and time zone both before and after the issue. Learn more in Capture a trace.

  • If the issue is related to a batch job, include the batch job ID, batch task ID, class on batch task ID, start and end time (preferably in UTC), and the error log.

  • Can the issue be replicated in all environments, including UAT and production environments, and in different browsers?

  • Did you take any troubleshooting steps?

  • Is the environment on-premises or online?

  • If there's an error message, include a trace. Learn more at Capture a trace.

  • Do you have a workaround or a way to mitigate the issue? If you do, include the details. If you have a workaround but you can't use it, explain the reason why.

  • Did you recently refresh data in the UAT environment from the production environment, and can you reproduce the problem there?

  • Is it a go-live blocker issue? If it is, when are you going live and with which version?

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