Share via

Help us help you with Finance

  • Article

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. 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.

Finance troubleshooting

For troubleshooting specific finance issues, review the following article: Finance Troubleshooting and FAQs

Find more information and guidance at Dynamics 365 Finance troubleshooting

General support questions

Some general questions for cases that the support engineer typically needs are as follows:

  • Which legal entity is experiencing the issue? Does the same behavior occur in other entities?

  • Is the issue affecting all users or only specific ones?

    • If it's specific users, check if they have custom roles.
    • Also, verify whether the issue occurs with standard shipped roles and test if it replicates with an admin user.

  • Was everything functioning correctly before?

    • If yes, when did the issue start? Were there any upgrades or changes around that time?

  • If the issue is intermittent, has this problem occurred before?

    • If so, when did it happen previously, and how was it resolved?

  • If you can reproduce the issue, provide the following details:

    • Interactive Reproduction:
      • Step-by-step documentation
      • Trace if it's a short repro. Learn more at Capture a trace.
      • Browser session and timestamp (before/after repro)
    • Batch Reproduction:
      • BatchJobId / BatchTaskId / Class on BatchTaskId
      • Start and end time (UTC preferred)
      • Error log

  • Can the issue be replicated across all environments, including the user adopting test (UAT) and production (PROD) environments, and in different browsers?

  • Which troubleshooting steps did you take so far?

  • Is the environment on-premises or online?

  • If an error message appears, capture a trace. Learn more at Capture a trace.

  • If the issue only affects one user, try deleting their usage data and personalizations. Learn more in the following articles:

  • Do you have a workaround or temporary fix?

    • If so, then provide details.
    • If there's a workaround but you can't use it, explain why.

  • Did you recently run a recent data refresh from PROD to UAT? If so, can you reproduce the issue there?

  • Is this issue blocking the go-live process?

    • If yes, when is the go-live date, and which version are you using?

Leave us feedback

Is there anything else you need help with? Leave us feedback.