If you have already opened a CRM support ticket you will know that we in support will probably ask for the CRM Platform traces. This article should help to provide you all the information that is needed to create a proper Platform trace.
CRM Server Platform Trace
Download the CRMDiagTool4 via the following URL: http://blogs.msdn.com/emeadcrmsupport/archive/2010/04/13/crm-support-tools-hosted-by-the-emea-dynamics-crm-support-blog.aspx
1. On the CRM server, delete all the files in the following location: C:\Program Files\Microsoft Dynamics CRM\Trace 2. In CRM navigate to the point right before the error is received 3. Place the downloaded file on the CRM server and extract it, then double click on the CRMDiagTool4.exe 4. Select Dynamics CRM Server from the drop down list 5. Under the "Platform Tracing" section, press the status button (which should currently read "Disabled"). After pressing the button it should read "Enabled"
6. In CRM perform the action to reproduce the error 7. In the diagnostic tool, disable the platform tracing by pressing the status button so that it reads "Disabled". 8. Under the Troubleshooting File for Support section, press the Zip Traces button. 9. Save the generated file and send it to the support engineer
CRM Client Platform Trace
1. Delete all files in the following location: C:\Documents and Settings\<user>\application data\Microsoft\MSCRM\Traces Or if client is on UR7 or later: C:\Documents and Settings\<user>\LocalAppData\Microsoft\MSCRM\Traces 2. On the workstation navigate to Start – All Programs – Microsoft Dynamics CRM 4.0 – Diagnostics. 3. Click on the Support Mode button. 4. Click onto the Advanced Troubleshooting tab. 5. Mark the Tracing checkbox, then click Save
6. <Perform step to reproduce error/crash> 7. Back in the Microsoft Dynamics CRM Diagnostics tool, click on Support Mode then the Advanced Troubleshooting tab. 8. Uncheck the Tracing checkbox, then click the Save Button. 9. Send the files that are located under the following folder to the support engineer: C:\Documents and Settings\<user>\application data\Microsoft\MSCRM\Traces Or if client is on UR7 or later: C:\Documents and Settings\<user>\LocalAppData\Microsoft\MSCRM\Traces
CRM Email Router Platform Trace
Download the CRMEmailConnectorLogger tool via the following URL: http://blogs.msdn.com/emeadcrmsupport/archive/2010/04/13/crm-support-tools-hosted-by-the-emea-dynamics-crm-support-blog.aspx
Detailed information “how to use the tool” is available via the following blog article. http://blogs.msdn.com/benlec/archive/2008/07/02/crm-4-0-e-mail-connector-logger-tool.aspx
Additional information regarding the CRM Email Router Platform Tracing http://blogs.msdn.com/benlec/archive/2008/03/25/how-to-implement-logging-for-the-microsoft-crm-4-0-e-mail-connector.aspx
Additional information regarding "how to enable tracing" http://support.microsoft.com/kb/907490
Depending on the problem the “CRM Platform trace” is only one side of the medal. In order to get a general overview of the CRM setup please provide us the “CRM Logfile for support”. For further are included in the below link.
"How to" collect the "Troubleshooting file for Support" and the SQL Reporting Server logs http://blogs.msdn.com/b/emeadcrmsupport/archive/2009/12/18/quot-how-to-quot-collect-the-quot-troubleshooting-file-for-support-quot-and-the-sql-reporting-server-logs.aspx
Greetings from the CRM team