Checklist of Troubleshooting a GP Problem

By Jivtesh Singh

Developer and entrepreneur Leon came up with a Troubleshooting Checklist while developing an application.

Check it out at http://www.secretgeek.net/simple_checklist.asp

Leon’s a funny guy – here are some of his Gems

  • blame the guy who left last week
  • disable the customer experience improvement program
  • what would Jesus do?
  • reboot 3 times
  • temporarily allow Popup’s
  • remove and then recreate all Bluetooth partnerships

There are 164 items, enough to Keep you busy, if nothing else !

Inspired, here is my list for

Troubleshooting a Common GP Problem

All the items don’t apply to all cases, looking at the problem you normally know which ones to look at first. I’ll probably update this – but these were all the things I could think of at the top of my mind.

  1. Note the exact error Message
  2. Search Knowledgebase with exact search on
  3. Search Microsoft GP Groups
  4. Search your system using Google Desktop or Microsoft Desktop
  5. Does the problem occur only on one machine ?
  6. Gather the following information from the machine that has a problem
    1. Generate a DexSQL Log and review it
    2. Get a copy of Dex.ini and Dynamics.set
    3. Check Version of Software (GP, FRx, IM, Biz Portal, 3rd Party, SQL)
    4. Check Windows version and service pack
    5. What 3rd party products are being used ?
    6. Check the ODBC
    7. Is the user using named printers ?
    8. Does the logged in user have restricted permissions ?
    9. Does the user have required permissions in the required folders on their machine and on the network
    10. Check Hard Disk Space
    11. Are any Anti-virus software’s running on the machine ?
    12. Have any changes been made to this machine recently ?
    13. Check Event Log
    14. Create a new ODBC
  7. Check the user’s security, try the process with a user with full permissions
  8. Talk to the IT guy to get this view
  9. Try and replicate the problem on the test server for the company
  10. Try and replicate the problem on your test server
  11. Check queries fired in Profiler
  12. Use the Support Debugging tool
  13. Ask a consultant who has used Great Plains in the last millennium
  14. Open a support ticket with Microsoft Support

And then, follow up with the user after a couple of days for small talk, and to make sure they are doing fine.

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About Mohammad R. Daoud
Mohammad R. Daoud has been working as a Microsoft Dynamics GP consultant since 2004. His career path started with version 7.5; he studied every single tip of the application technicalities and did allot of successful implementations that includes functional consultations, analysis, and custom development projects. He holds a graduate degree in Computer Science and currently he is pursuing MBA degree in Accounting. In January 2007 he was nominated to the Microsoft Most Valuable Professional (MVP) certificate and was certified in April 2008 due to his online contributions in the Dynamics Community (Dynamics GP Newsgroups, Forums, User Groups and his blog: http://mohdaoud.blogspot.com). Worth to mention that he was also listed as one of the Microsoft Dynamics Top 100 Most Influential People in 2009 by DynamicsWorld. And more... • Demonstrated Passion for MS Products through participating in beta testing for some product versions, an effective member of Microsoft Connect. • Talented in securing strong high quality relationships with premier customers, partners and sales teams passionately and profitably. • Dedicated to meeting the expectations and requirements of internal and/or external customers • Problem Solver – Uses systematic approach to uncover true problem(s) and practical solution and can marshal resources to solve problem! • Proven record of effective account management, including Account Planning, Opportunity Management, and Business Management Excellence and working as part of a larger virtual team • Successful in delivering high quality technical engagements in the enterprise Dynamics GP implementations area according to customer requirements. • Dedicated, Committed, Self Motivated, Creative and highly focused with excellent communication, Negotiation, presentation, Active Listening and Objection Handling skills. • Experienced in Profitable researches and studies including white papers and technical presentations.

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