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Help us help you with technical issues for Finance and Supply Chain Management

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In addition to the general questions and points covered in the following sections, the specific support teams for Dynamics 365 often require additional information for the topic. This article contains tips for supporting solutions with Dynamics 365 Finance and Dynamics 365 Supply Chain Management. Find the section that aligns with your issue in the following sections. For unique or uncommon issues, there might not be a specific section; in such cases, refer to the general guidance page on what information to submit. Also, we recommend that you review the provided troubleshooting links before opening a case. Providing clear and detailed information in the support ticket helps the support engineer address the issue more efficiently and in a timely manner.

Technical troubleshooting

One of the key tools that is recommended to help self-diagnose technical and functional issues in Dynamics 365 Finance and Dynamics 365 Supply Chain Management is the Monitoring and telemetry capabilities. They include a direct, point-to-point integration between any environment and the target Azure Application Insights destination. Azure Application Insights is a service that is hosted in Azure, and that gathers telemetry data for analysis and presentation.

Learn more at Monitoring and Telemetry.

Performance

For a seamless and efficient experience with Dynamics 365, it's important to optimize performance. This section outlines key strategies to enhance the speed and stability of your finance and operations applications.

Best practices

  • Environment & Updates
    • Keep your solution updated with hotfixes, platform, and quality updates to fix performance issues.
  • Regularly log and review performance risks so that you can address potential bottlenecks.
  • Data Management and APIs
  • Batch processing and oOptimization
  • Optimization Advisor
  • Number sequences
  • Data cleanup
  • Development and Customizations
    • Minimize the use of nested loops, and round-trips to the SQL database.
    • Develop cohesive, multithreaded batch jobs to enable processing across multiple servers.
    • Optimize data handling by avoiding record-by-record operations; utilize bulk processing methods such as insert_recordset and update_recordset.
  • Consider security settings—admin roles typically perform better than restricted users.

By applying these strategies, you can significantly improve the speed, efficiency, and reliability of your Dynamics 365 solutions.

Performance tools

Tools to diagnose and improve performance can help you identify and resolve issues in your solution.

If you work regularly with performance tuning, watch and use the following information when reporting a performance issue:

Data integrations

Before you create a support ticket for a data management issue, such as issues with a data entity, oData, or a web service, review the links in the following sections.

Error messages and descriptions

Learn more at Data management error descriptions and known limitations.

Entity cleanup routines

In some cases, cleaning up the entity history can resolve issues. Learn more in the following articles:

Integration performance

Throttling can be a factor when reviewing an integration performance issue. Learn more in the following article:

Custom web service

API service protection limits can affect high volume integrations. Learn more in the following articles:

Information required for support

If you still require a support ticket with Microsoft after reviewing the points in this article, provide the following information:

  • oData

    • Are you facing the issue with a single entity or multiple entities? Standard or customized entity?
    • Can you share the syntax of the OData call that is being made?
    • Are you reproducing the same issue taking the same action via Excel Add-in or any other tool instead?
    • Is the OData endpoint available for this environment?
      • To check the availability, browse to the equivalent of the following URL: [Your organization's root URL]/data/data/$metadata

  • Web services

    • What is the name of the web service, and which model is the service part of?
    • Is the issue related to a non-Microsoft module?

  • Logic app or flow

    • Which connector are you using in your Logic App/Flow?

      For example, the Finance and Operations connector, Dataverse connector, HTTP connector

    • Send us a screenshot of how the Logic App/Flow looks like and steps included?

    • Are any of the steps included in your Logic App/Flow failing explicitly?

    • What error do you get or observe?

  • DIXF/DMF APIs

    • Are you using Recurring integration or Package API?
    • Is it a problem with export or import?
    • Are you facing the issue with a single entity or multiple entities? Standard or customized entity?
    • As DIXF APIs use DIXF framework, share the execution ID for the DIXF import/export that has the issue.
    • Check on DIXF Framework Parameters / Compatibility options tab how the fields for Data project and job compatibility and Recurring integrations compatibility subtabs look like?

Fabric, Synapse, Dataverse, and Dual Write

Review the following troubleshooting guides:

If you still need to submit a support ticket with Microsoft after reviewing the points in this article, include the following additional information:

  • Is the issue related to a Profile configuration or a data synchronization or a missing/duplicate values?
  • Which scenario are you using to set up the link (Link to Synapse workspace, CSV incremental, or Link to Fabric)?
  • Provide any correlation IDs
  • What is the affected Azure Synapse Link Profile name?
  • What is the Related table/data entity?

Alerts

Here are some troubleshooting steps for when alerts not functioning as expected.

  • Check if Alert Rule is set up.

  • Check is Alert Rule owner User enabled.

  • Check if Trigger is created on the Alert rule table. If not, delete the alert rule and recreate it.

  • Delete all the rules that belong to the same table.

    Rule IDs can be checked in the EventRule table that has duplicate Rules on same table.

  • After deleting the rules, check for the orphan triggers for alerts and database logging. If any we have to delete the orphan triggers.

  • Truncate the EventCUD/EventCUDLines tables if the records volume is huge. Learn more at Notification clean up

  • Make sure that there's only one batch job running for change tracking.

    Having more than one can cause deadlocks.

  • Check if the alert rules are created on System tables or DMF tables.

    We recommend that you never create alert rules on system tables or DMF tables. All table names that start with SYS are system tables. DMF tables are used for data management.

  • Now when you create the new rule, it should work, and a trigger is created.

  • For email alerts, you should verify email configuration setup in Dynamics 365 or at email server end.

    • The Alert Rule Name
    • Details on the rule, for example, table name and events to trigger the alert.

Should you need to submit a support ticket with Microsoft after going through the above details, provide the following additional information.

  • What are the symptoms on the alert?
  • What is the name and configuration setup of the alert?

Document management

Ensure that you configured the document management correctly. Learn more in the following article:

Provide the following additional information when opening a support ticket:

Document routing agent

Make sure that you review the following documents before you open a support ticket, specifically the notes around the support for PDF files (custom margins) when running as a service:

On-premises Deployments (LBD)

For on-premises deployments of Dynamics 365 apps, the support team at Microsoft has virtually no visibility of your environment setup.

We recommend you review the following troubleshooting guide: Troubleshoot on-premises deployments

Should you need to open a support ticket, then make sure you run the diagnostics capture. Learn more at On-premises diagnostics

Migrate from Dynamics AX 2012 to Dynamics 365

The upgrade is a complex operation with many moving parts. The upgrade can be split up into two areas:

  1. Code upgrade
  2. Data upgrade (this can be on a development environment or on a Tier 2 or higher sandbox environment)

Review the following troubleshooting guides:

Upgrade performance issue

For performance issue on the upgrade, check the following articles:

If you open a support case after all the troubleshooting, communicate the type of upgrade process you're having an issue with. There are many substeps in the replication and the data upgrade, so review the following articles to determine the specific step your reporting an issue on:

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