MBS310 Microsoft Dynamics CRM

CRM

Microsoft Dynamics CRM Microsoft SQL Server

SQL / http://www.microsoft.com/dynamics/crm/using/deploy/clusteringsqlservers.mspxExchange /http://www.microsoft.com/dynamics/crm/using/deploy/clusteringexchangeservers.mspx http://www.microsoft.com/dynamics/crm/using/deploy/clusteringmscrmservers.mspx

Microsoft Dynamics CRM 3.0 http://www.microsoft.com/downloads/details.aspx?FamilyID=a101d4d9-6463-4a45-899b-3c3ee979c4d0&DisplayLang=en

Microsoft Dynamics CRM 3.0 http://www.microsoft.com/downloads/details.aspx?FamilyID=c82dfbe2-db8f-4a78-92b2-7c866057cde6&DisplayLang=en

CRM Outlook

CRM Outlook MSI Terminal Server 2003http://www.microsoft.com/downloads/details.aspx?FamilyID=cbad1af7-8fde-40f2-8df5-935a363f87d9&DisplayLang=en

DNS NSLOOKUP IE Intranet CRMCRM Outlook Exchange Server KDC

Dev KB 857192 KB 907490

Kerberos Trust Delegation Reporting Services http://www.microsoft.com/downloads/details.aspx?FamilyID=51bf9f20-bd00-4759-8378-b38eefda7b99&DisplayLang=enKerberos Delegation http://go.microsoft.com/fwlink/?LinkId=57546

C:\Documents and Settings\\Application Data\Microsoft\MSCRM\LogsMicrosoft CRMMicrosoft CRMWindows CRM-Exchange Router LogLevelHKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSCRMExRouterService4CRM-Exchange Router

Microsoft CRM Microsoft CRMCRM http://www.microsoft.com/downloads/details.aspx?FamilyID=e90fe777-4a21-4066-bd22-b931f7572e9a&DisplayLang=en

CRM

DCDiag Windows Active Directory NetDiag WindowsPSSDiagSQL SQL Server Windows SQLDIAG http://support.microsoft.com/kb/830232

CRM

CRM 3.0

Follow-up

Lead created in Microsoft CRM

Automatic email follow-up

Assigns Follow-up Activity

Captures customers government id (SSN)

Calls external service

Credit bureau services invoked

Selects appropriate program

text

Workflow Processes

User Task

Business Logic

Business Workflow

Integration Process

Custom Process

/ .NET Assembly Pre- Post- Callouts

SDK

Message Delivery

CRM http://support.microsoft.com

http://www.microsoft.com/dynamics/crm/using/downloads/default.mspx

Microsoft CRM http://msdn.microsoft.com/library/en-us/CrmSdk3_0/htm/v3d0errorcodesgeneral.asp

Microsoft Dynamics CRM http://blogs.msdn.com/crm/

http://www.microsoft.com/dynamics/crm/community/default.mspx

KB Alertzhttp://www.kbalertz.com/

** 2005 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.** 2006 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.** 2006 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.Current infrastructure configuration: Does the increased load on the CRM, SQL, or SRS server justify scaling out the deployment by adding additional servers or RAM? In general the SQL server will benefit the most from additional RAM since it is the most resource intensive.

If reporting is the cause of the performance issues, you can use a dedicated Report Server. Setting Up a Dedicated Report Server for Microsoft CRM 3.0 (http://www.microsoft.com/downloads/details.aspx?FamilyID=c82dfbe2-db8f-4a78-92b2-7c866057cde6&DisplayLang=en). This frees up the resources of servers that are running Microsoft SQL Server and Microsoft CRM Server, and better services the transaction processing requests generated by users adding, viewing, and updating Microsoft CRM records.

Does the current SQL server configuration need to modified to see improved performance. Are the data and log files on separate physical disks or a SAN? Is there an antivirus software installed that does not include an exception to not scan the data and log files? Use Performance Monitor to verify that the counters on the SQL server do not indicate that the server is overloaded.

Run SQL Profiler to capture a SQL Trace to determine what are the long running queries and see if they could be eliminated by using additional indexes. There are SQL jobs created by the CRM install. CRM already creates a job for defragmenting the indexes nightly and rebuilding the indexes weekly. If you run a large import such as a data migration, you may want to rebuild the indexes manually.

Maintenance plan for backing up the DBs.Organization_name_MSCRM - Organization_name_METABASE - ReportServer - ReportServertempdb - master - msdb

User RAID so that there is fault-tolerance to protect against disk failures. This will minimize the chance of downtime. The steps for disaster recovery are included in the CRM V3.0 Implementation Guide.

Test Environments: Use the CRM V3.0 Redeployment tool located on the CRM server CD. This tool allows you to create a test environment that contains the same data as what exists in the production environment. It is a best practice to test everything in a test environment before implementing it in your production environment. The Redeployment Tool can also be used to move the CRM environment to a different domain.

** 2006 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.** 2006 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.* 2006 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.*Group Policy and Command Line install are documented in the CRM V3.0 Implementation Guide available from the Microsoft Downloads site.

Command line install can be run silently.* 2006 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.*** 2006 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.DNS: Verify each computer has a Host and Pointer record in DNS. Then verify that NSLOOKUP resolves correctly. Open a command prompt and type NSLOOKUP followed by the name of the server you want to test DNS resolution to. For example: To test DNS resolution from the CRM server to the SQL server (named MySQLServer in this example), open a command prompt on the CRM server and type nslookup MySQLServer without the quotes and press the Enter key. This should return the name and IP of the DNS server followed by the name and correct IP of the SQL server. Besides using NSLOOKUP, also verify that you can ping the computer by name.

LAN Settings: If using a Proxy Server, make sure the Bypass proxy server for local addresses option is checked. If an issue is only occurring on some client computers, try comparing the LAN Settings to the settings on a client computer that is working correctly. Also make sure the CRM site is in the Local Intranet zone in IE.

Event Viewer: Depending on the issue you may need to check the Application and System log on the CRM, SQL, SRS, Exchange, and CRM Outlook Client computers. The DC may also contain KDC errors in the System event log indicated there is a duplicate Service Principal Name for one of the servers or services. This is something that should be monitored since it will cause Kerberos to fail.

Dev Errors: Can be enabled on the CRM server and CRM Outlook Client computers. An error has occurred. For more information, contact your System Administrator. Customers call in saying they are receiving an error message that says to contact themselves (since they are the administrator). This will enable a more detailed error message. It is much better to search on the error returned after enabling Dev Errors than to search the Knowledge Base for An error has occurred. For more information, contact your System Administrator. Make sure to click each button on the Dev Errors to see what appears on each (ex. What the user would have seen).

Platform Tracing: Can be enabled on the CRM server and CRM Outlook Client computers. Can be used in addition to using Dev Errors. The events logged in the Platform Trace will be very detailed and will usually provide direction on what is causing the issue. In many cases it will clearly point to the exact cause of the issue. In other instances the information may not be easily understood except by someone from the Microsoft CRM team. The Platform Trace is something that may be requested by the CRM Support Team when they are assisting with diagnosing the cause of a CRM error. Make sure to disable Platform Tracing after you have reproduced the issue and gathered the log files. Having Platform Tracing enabled will potentially slow performance. If the log files are not created, check the following:

Tracing not logged:TraceEnabled = 1Change TraceRefresh Value and wait for two minutesAny CRMTracing Event Logs with errors specified?Tracing Folder specified in TraceDirectory existsTraceLevel and TraceSchedule are set to one of the exact case-sensitive strings allowed. Try setting TraceCategory to *:Verbose as an easy check to see if you can get something traced out.

Trust for Delegation document: Describes tasks required if Microsoft SQL Reporting Services is set up on a different computer than the ones used for Microsoft CRM or Microsoft SQL Server. These configurations require double-hop Kerberos authentication, which requires setting trust for delegation on the middle servers. If CRM, SQL and SRS are all on the same server, you will not need to enable anything for Trust for Delegation. If you have followed this document and the issue is not resolved, follow the Troubleshooting Kerberos whitepaper that is linked to in the document.** 2006 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.INSTALL LOGS: If attempting a reinstall, rename the existing log file so that a new log is created. Otherwise the log will be appended and you will need to sort through the information from the original install and the current install. The install logs contains very detailed data regarding the different activities checked and completed during the install of CRM. You can use the log file when troubleshooting an install issue. The log will show what the user selected for each prompt during the install. This can be useful if the user that completed the install does not remember what they selected for a specific option. The log will also show you any errors or warnings that occurred. This can be useful if the user exited out of the error and does not remember the exact error message.

REPAIR: Available for the CRM server, CRM Outlook Client, and CRM E-mail Router. This is something that can be attempted before a reinstall. It is much easier to suggest a repair than a reinstall. The repair of the CRM server reinstalls SRS if we installed it (RSInstalled registry key). If you customized any of the standard reports and left the name the same, the report will be overwritten with the standard report. Use the DownloadReports.exe to backup the reports before the repair. The repair option should not be the first resort when you troubleshoot an issue.

CRM-Exchange Router LogLevel: Set this to 4 to increase the log level and the CRM-Exchange Router events will be logged in a new log in Event Viewer. Restart the Microsoft CRM-Exchange E-mail Router Service after making this change. This allows you to easily filter the CRM-Exchange Router messages from the Application log. HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSCRMExRouterService (LogLevel)

EDW: Can be run after the install as well as during the install. Click on each error or warning to receive more detail about the error. You can also save the log file and send it to Microsoft for review if you are working on a CRM Support case.

CRM Diag: Quickly retrieve relevant information related to troubleshooting CRM. This tool can be run on the CRM server, SRS server, or CRM Outlook Client computer to retrieve information specific to that component of CRM.

DCDiag: Runs a series of tests to diagnose issues related to Active Directory.NetDiag: Runs a series of tests to diagnose network related issues.

Authentication & Access Control Diagnostics: Commonly referred to as Auth Diag. Use this tool to determine the root cause of authentication and authorization failures. Example: HTTP Error 401.3 - Unauthorized: Access is denied due to an ACL set on the requested resource. Instead of attempting to check permissions on every folder used by the site, this tool will tell you exactly which files the user does not have permission to.

PSSDiag (http://support.microsoft.com/kb/830232): PSSDIAG is a general purpose diagnostic collection utility that Microsoft Product Support Services uses to collect various logs and data files. PSSDIAG can natively collect Performance Monitor logs, SQL Profiler traces, SQL Server blocking script output, Windows Event Logs, and SQLDIAG output. The data collection can be customized by enabling or disabling any of these log types, by changing the sample interval of the blocking script and the Performance Monitor logs, and by modifying the specific events and counters for SQL Profiler and Performance Monitor to capture. PSSDIAG can also run custom utilities or custom Transact-SQL scripts for support cases that require data outside the natively supported diagnostic types.

Maybe discuss using Fidler to see what URLs are being attempted.Will need to run CRM Diag Tool on a computer that does not have CRM and the CRM Outlook Client installed.

OverviewMicrosoft Dynamics CRM requires numerous infrastructure components and a complex technology stack in order for customers to implement and maintain the application. Due to the number of infrastructure and technology requirements, customers often have difficulty during the implementation phase of Microsoft CRM or have difficulty troubleshooting system problems once the application is installed. The Environmental Diagnostics Wizard is a tool that is to be used by customers to automate specific testing of their information technology environment and then report on how this environment meets Microsoft CRM system requirements. For each environmental test that fails in a customer environment, guidance will be provided to the user on how to configure their environment so that Microsoft CRM requirements are met.

Possibly also demo Auth Diag** 2006 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.DCDiag: Runs a series of tests to diagnose issues related to Active Directory.

NetDiag: Runs a series of tests to diagnose network related issues.

DCDiag and NetDiag are available from the Windows Support Tools install available on the Windows CD. Also can fix some issues using the /fix parameter.

PSSDiag (http://support.microsoft.com/kb/830232): PSSDIAG is a general purpose diagnostic collection utility that Microsoft Product Support Services uses to collect various logs and data files. PSSDIAG can natively collect Performance Monitor logs, SQL Profiler traces, SQL Server blocking script output, Windows Event Logs, and SQLDIAG output. The data collection can be customized by enabling or disabling any of these log types, by changing the sample interval of the blocking script and the Performance Monitor logs, and by modifying the specific events and counters for SQL Profiler and Performance Monitor to capture. PSSDIAG can also run custom utilities or custom Transact-SQL scripts for support cases that require data outside the natively supported diagnostic types.

** 2006 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.Download some of the tools we discussed today such as the Report Scheduling Wizard and some of the other tools and documents such as the CRM Implementation Guide and the document that describes steps for the enabling Trust for Delegation.Mention Sandbox site when discussing Online Community* 2006 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.*