Managing Technical Support

If users report that they are having a problem with Business Central, superusers and the internal administrator can often find a solution. The internal administrator can find technical information in the Help and Support page as described in the following sections, and they can then escalate relevant issues to the reselling partner.

The reselling partner can log in to their customer's Business Central as the delegated admin for troubleshooting, such as by creating a sandbox environment based on production data, and then troubleshooting in that environment.

Both internal administrators and the reselling partner can use the Business Central administration center to manage environments and upgrades.

Internal administrators

As the internal administrator, you can work with users to identify solutions or workarounds, such as missing setup, missing permissions, and other issues in Business Central. They can find technical information in the Help and Support page to help with this investigation. For more information, see the Finding technical information section.

Internal administrators can also create sandbox environments for deeper troubleshooting, for example, before they decide to contact their partner for technical support. The partner must have specified their support contact details in the Help and Support page.

Delegated administrators

Each customer of Business Central has a partner who assists with technical support when requested by the internal administrator. As the partner, you must have specified support contact details in the Help and Support page. For more information, see Configuring the support experience.

The delegated administrator can then access either Business Central for further troubleshooting, or they can use the Business Central administration center to analyse telemetry, create a sandbox environment for debugging, or an extra production environment for step-by-step reproduction, for example.

If the partner cannot find a solution, they can request support from Microsoft. For more information, see the Escalating support issues to Microsoft section.

Finding technical information

The Help and Support page is a powerful tool for administrators to find technical information about Business Central, both online and on-premises. The Troubleshooting section gives easy access to the most recent error message, and it has a link to inspect pages for further troubleshooting.

Links for troubleshooting and support from the Help and Support page

Also in the Help and Support page, users can see support contact information, provided that this has been set up. For more information, see To supply your support contact information in the administration center. The Help and Support page also shows which version of Business Central, the specific environment is on.

For Business Central online, internal and delegated administrators also have access to this information in the Business Central administration center. You can use the Business Central administration center to easily navigate to the different environments in a tenant, and you can create sandbox environments that can help troubleshoot any issues reported by users. For more information, see The Business Central Administration Center.

Azure Active Directory tenant

When the internal administrator wants to contact the partner for support, then the Help and Support page encourages them to include information about their Azure Active Directory tenant ID in the email. This information is shown in the Troubleshooting section at the bottom of the Help and Support page.

The delegated administrator can use that to identify the tenant in the Partner Center and in the Business Central administration center for troubleshooting.

Version

You can use the information about which version the tenant is on to help you troubleshoot the issue that the customer has reported, for example. This information is also listed in the Troubleshooting section of the Help and Support page. For more information, see Version numbers in Business Central.

Last known error

The link behind the sentence View the last known error will find and show the most recent error message that was was generated by the application code. This includes errors from field validation, posting routines, and other code behind business functionality.

The information that you can get from this link includes the following:

  • Text

    This is the error message that the user sees, either in a dialog window or next to a user interface element that cannot render, for example.

  • Code

    This is the code snippet that threw the error.

  • Callstack

    This shows how the error was triggered.

  • Object

    This shows information about the runtime objects.

The link cannot open errors that were generated by the platform. So if you suspect that the issue is caused by the platform, you can try to reproduce the error in a sandbox environment before you contact Microsoft for support. For more information, see Create a sandbox environment.

Escalating support issues to Microsoft

Sometimes the tenant has run into a problem that the partner cannot resolve. In those cases, the administrator can use the Business Central administration center to easily submit a support request to Microsoft.

Both internal and delegated administrators can access Business Central administration center, and then, in the Support menu, choose the New Support Request button. This logs you in to the Power Platform Admin Center. Here, you can launch the New Support Request guide that will help you identify potential solutions or workarounds based on how you fill in the various fields.

In the Power Platform Admin Center, both internal and delegated administrators can explore different solutions based on the keywords that they specify.

Note

The internal administrator cannot contact Microsoft directly. If you suspect that something is wrong with your Business Central, you must contact your partner for next steps.

Submitting support requests on behalf of your customer

As the delegated administrator, if you are logged into the Business Central administration center, you can use the New Support Request link in the Support menu to submit a support request on behalf of your customer.

Tip

Alternatively, you can use customer-specific URLs such as https://admin.powerplatform.microsoft.com/account/login/[customer tenant ID].

To start the process of submitting a new support request

  1. On the Environments tab of the Business Central administration center, choose the relevant environment to open the environment details.

  2. In the Support menu, choose New Support Request.

    This opens a new browser tab so that you can submit the support request in the Power Platform Admin Center.

In the Power Platform Admin Center, you are automatically logged in with information about the customer tenant that you are working on behalf of. Create a new support request and fill in the fields as appropriate, but remember to use the See solutions button to find potential guidance or workarounds. Based on your search keywords, links to suggested documentation are shown on the Solutions tab.

You can find most of the necessary information in the Business Central administration center, including the tenant ID and the Business Central version numbers. For more information, see View solutions or enter a support request through the new support center in the Power Platform administration content.

Important

Your company must be registered as a partner in order to submit a support request to Microsoft, and you must have the ASfP (Advanced Support for Partners) support plan. The support person can be a member of the Helpdesk agent group in the customer's Azure AD tenant or a global administrator. For more information, see Delegated admin privileges in Azure AD. Your service account manager can get you more information about getting the ASfP, and if you already have a support plan, they can get the contract information and access ID that you must specify when you submit a new support request on behalf of your customer.

Microsoft Support will keep you updated on the status of your support request. You can also see the status in the Power Platform Admin Center. For more information, see Power Platform Admin Center.

Report customer outages

When a customer has a situation where no users can log in to Business Central, you must take immediate action. Outages are frustrating but rare, so make sure that you verify that the users are not unable to log in due to problems with their network connection, for example. For more information, see How do I check my online service health? in the Power Platform administration content.

Internal and delegated administrators can report this outage to Microsoft by using the Report Production Outage action for the relevant production environment in the Business Central administration center. This action creates a support ticket for Microsoft with all the information that is needed to begin steps to resolve the issue.

Note

This option is not available in sandbox environments.

To report an outage

  1. On the Environments tab of the Business Central administration center, choose the relevant environment to open the environment details.

  2. In the action ribbon, choose Support, and then choose Report Production Outage.

  3. In the Report Production Outage pane, choose the outage type:

    • Unable to log on (all users)
    • Cannot access API/Web Service
  4. Enter your name, email address, and phone number. This information will be included in the support ticket.

  5. Choose Next.

  6. In the next pane, provide details about the outage, including which browsers users have tried to log in with, any companies that you can log into, and errors and correlation IDs. This information will be included in the support ticket.

  7. Finally, add the date and time when the outage began. This information will also flow to the support ticket.

  8. Choose the consent checkbox, and then choose Report.

A support request ticket is then created, and you will see a dialog box with the ticket ID. You can then monitor progress in the Reported Outages section. From there, you can access the tickets in the Partner Center. For more information, see the Microsoft Partner Center documentation.

See Also

Inspecting and Troubleshooting Pages
The Business Central Administration Center
Technical Support for Business Central
Provide technical support (Microsoft Partner Center)
Deployment Overview
Administration as a partner
Administration of Business Central Online
Administration of Business Central On-Premises