Monday, September 22, 2014

Dynamics GP Troubleshooting Checklist - Troubleshooting 101

If you encounter a significant repeatable problem with Dynamics GP, the following checklist should help you resolve the issue.  The core of this list is borrowed from Jivtesh Singh, as it most closely approximated the list in my head.   I have added my own spin on things, and more than a few extra steps and included a link to Jivtesh's original blog post.
  • Note the exact error Message - Critical! Get a screenshot. (Alt+Prt sc)
  • If there is a details button, click on it, and get another screenshot. 
  • Determine exactly what the user was doing in what application/window when the error occurred.
  • Search CustomerSource or PartnerSource Knowledgebase
  • Google the Exact Error preceding it with Dynamics GP
  • Google the Heart of the Error (error message #, etc.)
  • Google the Error and Leave out Dynamics GP
  • Search Microsoft Dynamics GP Groups/Forums
  • Does the problem occur only on one machine?
  • Does the problem occur only for one user?
  • Does the problem occur when logged in as SA user on the machine?
  • Does the problem occur when logged on machine/domain admin?
  • Does the problem occur when the application is run with elevated permissions?
  • Does the logged in user have restricted permissions?
  • Does the user have required permissions in the required folders on their machine and on the network?
  • Has User Account Control (UAC) been disabled?
  • Check the user's security, try the process with a user with full permissions
  • Check Hard Disk Space on drives.
  • Gather the following information from the machine that has a problem
  • Check Event Log
  • Generate a DexSQL Log, review it, and post it in a GP forum.
  • Get a copy of Dex.ini, Dynamics.set and IM.ini files (compare to working machine).
  • Check and record version of software (GP, FRx, MR, IM, Biz Portal, 3rd Parties, SQL)
  • Check Windows version and service pack.
  • What 3rd party products are being used?
  • What customization are in use?
  • Disable customization and 3rd parties.
  • Check the ODBC (32bit vs 64bit)
  • Create a new ODBC connection
  • Is the user using named printers?
  • Is anti-virus software's running on the machine?
  • Create a specific exception for the application experiencing problems.
  • Have any changes been made to this machine recently? Share this information.
  • Try and replicate the problem on the test server for the company.
  • Try and replicate the problem on your test server.
  • Check queries fired in Profiler.
  • Use the Support Debugging tool.
  • Ask your partner for assistance.
  • Acquire a partner if don't have one.
  • Open a support ticket with Microsoft Support.

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