FAQ: I need to troubleshoot a problem, where can I find the log files?

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Modified: 2008/10/02 14:08 by Jeffry van de Vuurst - Categorized as: CRM 3.0, CRM 4.0, FAQ

» FAQ: I need to troubleshoot a problem, where can I find the log files?

This article applies to:

CWR Mobile CRM 1.2/4.0
Microsoft Dynamics CRM 3.0/4.0

Q: I want to troubleshoot a problem with CWR Mobile CRM, where can I find the necessary log files?

A: If you want to debug a problem, or let us debug a problem for that matter, there are several (log) files that can help.

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Server

The log files on the server are located in C:\Program Files\CWR Mobility\Mobile CRM Server\Logs. There are three different log files:
1. A log for the Setup Configurator that you run when installing CWR Mobile CRM. This file is called yyyy_MM_dd_Configurator.log, e.g. 2008_06_17_Configurator.log. NOTE: only in v4.0!

2. A log for the Mobile Configuration tool that you use for configuring Profiles, Views, Forms, etc. This file is called Configuration-error.log. Every day a new log file is created, if needed. The most recent log file is called Configuration-error.log. The previous log file will get a date suffix, e.g. Configuration-error2008-04-06 00-32-03.log. The date 2008-04-06 14-32-03 is when the new log file was created.

3. A log for the Mobile WebServices. This file is called WebService-error.log. Again, the most recent log file is the one without the date suffix.

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Client

Client log files are located on the device in the \Program Files\Mobile CRM\Logs folder. The naming convention for these log files is cwr-yyMMdd-log.txt, e.g. cwr-080617-log.txt.

Issues on the client can be the result of issues on the server. Comparing the client and the server log files can then determine the exact cause of the problem.

The Client installer also creates a log file called installer.txt. This file is located in the root of your mobile device.

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Miscellaneous

Furthermore, the following files can be helpful in reproducing an issue:

The local database on the mobile device. By default this is named CWRMobileCRM.sdf. During initialization of the client the user selected a location to store the database, e.g. \My Documents or \Storage Card.
The settings.xml file from the mobile device. This file is stored in \Program Files\Mobile CRM. With this file and the local database we can recreate a mobile client environment to help reproduce a client problem. NOTE: in v1.2 we also need all the files in \Program Files\Mobile CRM\Cache to recreate a mobile client environment!
The exported profile XML file, see Exporting a Profile. Using this file we can recreate a profile and reproduce a possible mobile configuration problem, e.g. a problem with a view or filter definition.

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Tracing

Finally, to dig down even further, you can enable Activity Tracing on the server. You can do this using the Mobile CRM Server Administrator.exe tool in the C:\Program Files\CWR Mobility\Mobile CRM Server\Bin folder. This will trace all activity that occurs during synchronization with the server. This will generate large trace files so only enable this for debugging/troubleshooting purposes. The trace files created are named WebService-trace.log and use the same date suffix naming convention as the configuration and webservice log files mentioned earlier.

Sometimes, when the error message that CRM returns is not very descriptive, you can also enable CRM tracing, similar to activity tracing in CWR Mobile CRM. For more information on this, see the Microsoft knowledgebase article How to enable tracing in Microsoft Dynamics CRM.