Log files

In case of problems, Resco support may occasionally ask you for log files.

Sending logs from mobile apps

1. Go to the app's About section – typically available on the Home screen.
2. Tap the scroll icon in the top right corner of the app.
3. Add any details as necessary and then tap the send icon.

Tip	If you can’t find the About section in your app, please contact your CRM administrator (or the person responsible for Resco Mobile CRM in your company), to guide you to the About section, or to place the About section to a visible place in the Resco Mobile CRM application customization.

Log files in Windows versions of mobile apps

This section is aimed at technical staff responsible for troubleshooting performance potential or functional issues with Resco mobile apps.

Depending on your application version, the log files might be stored in various locations:

In case of Windows 7 Desktop application, the application data are stored in the following folder: %APPDATA%\MobileCRM, which is typically: C:\Users\{UserName}\AppData\Roaming\MobileCRM

In case of Windows Store (Win10) version, it’s %LOCALAPPDATA%\Packages\Resco.MobileCRM_{StoreId}\LocalState\MobileCRM, which is typically: C:\Users\{UserName}\AppData\Local\Packages\Resco.MobileCRM_{StoreId}\LocalState\MobileCRM

crash.log

contains information about exceptions, including problems with third-party integrations

syncLog.txt

contains information about your recent synchronizations

Sending logs from Woodford

Warning

This function is not available in the current version of Woodford.

The legacy Silverlight version of Woodford had the function to display and send logs - select Logs from the Administration menu.

Header

Right after installation, the log contains at least a header like this:

MobileCRM 8.3.2.0                      Application name and version
2xxxxxx9-Dxxx-4xxx-Axxx-4xxxxxxxxx6    Device ID
MyiPad                                 Device name
iPad Air 2 4G (iPad5,4)                Device model
iPhone OS 9.1.164bit                   Device OS
AppStore Version                       Application type

Application name and version

The application name reflects the Title set in the project's Branding section in Woodford. It can be one of the identifiers whether the user received the right project. The application version number always reflects the installed app’s version.

Device ID

This ID number depends on theoperating system a device runs.

• For Apple devices see this link
• For Android devices see this link
• For Windows Store version (including Windows 10 Mobile) we use this code to get the ID:

var nonce = "RescoMobileCRM".ToCharArray().Select(c=>(byte)c).ToArray();
var token = Windows.System.Profile.HardwareIdentification.GetPackageSpecificToken(nonce.AsBuffer());
var x = token.Id.ToArray();
return Convert.ToBase64String(x);

• For the Windows desktop version, we use this code to get the ID:

string id = null;
GetSystemInfo(ref id, "Win32_BaseBoard", "SerialNumber");
if (string.IsNullOrEmpty(id))GetSystemInfo(ref id, "Win32_Processor", "UniqueId");
if (string.IsNullOrEmpty(id))GetSystemInfo(ref id, "Win32_Processor", "ProcessorId");
m_deviceId = id;

Device name

It is a name set in the device’s settings, e.g. user specified name.

Device model

Indicates how the device model is represented in device’s OS.

Device OS

Shows the device’s operating system version.

Application type

“AppStore version” means that the application was provided by Resco and downloaded from an official app store (Apple App Store, Google Play, Windows Store). If the Application type field reads anything else, it means the user is running a custom-built application based on the Resco Mobile CRM technology.

Synchronization log

When synchronization is successful, this partial log records all the important information about the synchronization. If there is an issue, it will, of course, log the error, including as many details as possible to identify the issue.The synchronization log can also be used to check synchronization performance. It should look like this:

Log file: syncLog.txt
Date:2015-06-03 11:57:38+02:00
Org: 00000000-0000-0000-0000-000000000000
User: 00000000-0000-0000-0000-000000000000
License: Valid
New Customization 00000000-0000-0000-0000-000000000000 (body: True)
<Summary Foreground Server:5 Crm2011/ActiveDirectory Threads:3 Sent=0 Recv=27905 Result=CustomizationReady/> <Times Total=105552 Connect=7820 Prepare=7936/> <Details> <GetCustomizationTim=3808/> <DbPrepareTim=1146/> <Perm Priv=2473ms Org=357ms/> <FullSync> <DownloadActivityParty:appointment 1635ms, Added:618, DelCmds:245, Deleted:0/> <DownloadActivityParty:serviceappointment 499ms, Added:141, DelCmds:112, Deleted:0/> Entitys=86461ms Many=1601ms Shared=176ms <Cleanup221ms, Deleted 6/9> Attach=1246ms Sent=0 Recv=27905 TotalTim=89791</FullSync> </Details>

The sync log has its own structure. To save space, most of the labels and descriptions are shortened. The following info explains the data found in the synchronization log, from top to bottom, left to right:

License

First information is the License type. It can be Valid or Free. Validmeans the user has a professional (paid) license assigned. Free means that either a free version of Mobile CRM app is used, or it is a trial of the professional license.

New Customization

This section shows that there is new customization available and applied. The customization ID number can be compared with other users, if it seems that the customization was applied for one user but not for others(or the other way around). You can simply check the ID and see if they are getting the same project. You can do so in the Woodford configuration tool using the Check User option. If there is no new customization and the app synchronized only CRM data, this part of the sync log will read Customization NOT MODIFIED.

Summary

Download summary represents data as a number of threads, number of uploaded records, and number of downloaded records.

Summary section

Foreground means that the synchronization was performed with the progress window in the foreground, and the user had to wait until the sync ended to work with the app. The other option you could see here, Background, means that the synchronization ran in the background and users could work with the app apart from saving changes while the sync was in progress.

Result tells you what kind of synchronization it was:

• CustomizationReady – new or changed customization was found, downloaded and applied
• AdminFullSync – administrator forced full sync from Woodford. If you use background synchronization, user is notified that he needs to press the sync button when ready.
• Normal – standard incremental or full synchronization of data, without customization changes
• AppLocked – application was locked by admin in Woodford's Device control section
• Wiped – application was wiped by admin in Woodford's Device control section.
• Aborted – Synchronization process was killed by the system. We will get to this in few moments when we will take a closer look at sync errors

Times Total represents the entire duration of the synchronization, including the connection and preparation phase of the process. Connect is the connection time needed to get in touch with the CRM system. Prepare specifies the preparation time needed for download of metadata, including mobile project, permissions, creation of a new database if needed and preparation for download.

Even more detailed times for the preparation phase provides the following section. GetCustomization shows the time needed to download the customization project. DbPrepare reveals thetime needed to prepare the local database. PermPriv is the time it takes to download user permissions, and Org indicates the time required to download specific organization info, such as unit decimal precision. All times are in milliseconds.

In the second half of the sync log, we can see the number of operations that occurred, the times these operations took, and records that are uploaded and downloaded. The FullSync abbreviation tells us we’re taking a look at a full synchronization. It means that the local database is empty and all records, that follow sync filters (and user security role permissions as well as Max Sync Records option) were downloaded to the device from the CRM server. What’s important: When an activity party takes more than 200ms to download, details about the entity download will be displayed in the log. In our example above, download of the activity party list for the Appointment entity took 1635 milliseconds and 618 records were downloaded and none of them were deleted as they all follow the sync filter—even though delete commands were performed. Similarly, for Service Appointment entity.

The next part of the log presents the final summary of the data download part. Entitys is the total time needed to download actual data from the CRM, Many shows the time needed to download many to many relations, Shared is the time needed to download shared records. Cleanup is a stage that checks if all data follow the sync filter, because even during full synchronization some unwanted data can be downloaded. So the log shows the time needed for the cleanup phase and number of records and N:N relations removed.

The last section shows the time needed for the attachment download (Attach) and the number of uploaded (Sent) and download (Recv) records. The final information (TotalTime) is the net time of synchronization itself, without the connection and preparation phase.

Specifics of incremental synchronization

Incremental synchronization (IncSync) adds one more specific thing - the result of our custom plugins. So, if there is a change in owner, or N:N relation resulting in change in record’s permissions, or are even deleted on the CRM server, these changes are also performed on the Mobile CRM database that can result in removing records from the database, if the user no longer has permission for the record, or it no longer exists. You need to enable these plugins in Woodford.

License: Valid
New Customization XXXX-XXXX (body: True)
<Summary Foreground Server:5 Crm2011/ActiveDirectory Threads:3 Sent=1 Recv=0 Result=Normal/>
<Times Total=9365 Connect=295 Prepare=1028 UploadTotal=91/>
<Details>
   <UploadSync>Entitys=96ms Sent=1 TotalTim=102 NoChangesLeft</UploadSync>
   <GetCustomization Tim=1027/>
   <IncSync> <SyncDeletes <Analyze Tim=147 UnchangedTbls=27/> Items=667 Fetches=5 Deletes=667 Tim=4725/> Entitys=5544ms Many=1308ms Shared=578ms Attach=291ms Sent=0 Recv=0 TotalTim=8042</IncSync>
</Details>

SyncDeletes displays the time needed for analyzing the plugin’s results and determine whether deletes need to be performed on the local database. If yes, deletes are removed and number of deletes is shown in Items and Deletes. The time needed to perform the plugin check (Tim) is the last information always visible. If there is an entity, where the delete or cleanup took longer than 200 milliseconds, it is shown also in Entitys section with further details.

SharePoint sync issues

SharePoint.DocumentSync – If there is such an expression in the sync log, check the actual issue. In this case make sure the SharePoint credentials were entered correctly, and that the SharePoint type is set accurately in Mobile CRM app’s Setup section:

2016-07-21T10:00:52.0609763+12:00: Exception
System.Net.HttpException: HTTP Error Unauthorized (401)
The remote server returned an error: (401) Unauthorized.
  at System.Net.HttpWebRequestSync.GetResponse()
  at ...WebServiceBase.XmlResponse..ctor(Object context, Boolean async, Boolean soap, XmlReaderSettings xmlSettings)
  at ...WebServiceBase.InternalEndInvoke(Object request, Func`2 readResponse)
  at MobileCrm.Data.SharePoint.ListService.GetListCollection()
  at MobileCrm.Data.SharePoint.DocumentSync.GetListUrlMap(ListService service, config, Action`2 Log)
  at MobileCrm.Data.SharePoint.DocumentSync

Similar issues can occur when the SharePoint site is not accessible from the device. In that case,the SharePoint site’s internal and external URLs are set incorrectly in the Woodford project, or user needs to use VPN in order to access SharePoint:

2016-07-23T20:47:17.8670080+12:00: Exception
InvalidOperationException: The request contains no response.
  at WebServiceBase+XmlResponse..ctor (Object context, Boolean soap, WebServiceBase webService, Xml.XmlReaderSettings xmlSettings, Boolean processMultipartResponses) <0x1004fa160 + 0x003c8>
  at WebServiceBase.InternalEndInvoke (Object request, Func`2 readResponse) <0x1004f9870 + 0x0005b>
  at MobileCrm.Data.SharePoint.ListService.GetListCollection () <0x1005213a0 + 0x0014f>
  at MobileCrm.Data.SharePoint.DocumentSync.GetListUrlMap (MobileCrm.Data.SharePoint.ListService service, MobileCrm.config, Action`2 Log) <0x10051e1a0 + 0x0006b>
  at MobileCrm.Data.SharePoint.DocumentSync.DownloadFiles (db, MobileCrm.config,

File integration sync issues

Google Drive, DropBox and OneDrive issues are displayed in the Sync log like this:

FILESYNC: Could not upload GoogleDrive/DropBox/OneDrivefile: "Actual error, issue"

Online log

If an error occurs while using the Resco Mobile CRM app in online mode, it is logged in the onlineLog.txt file.

=============================
Log file: onlineLog.txt
OnlineMode 2016-07-06T11:36:19.5604100-04:00 OnlineError 2016-07-06T11:36:19.4475010-04:00 Can't connect
System.Exception: Can't connect ---> System.Net.WebRequestException: The Internet connection appears to be offline. (-1009)
at System.Net.HttpConnection.GetResponse (System.Net.HttpWebRequestSync request) <0x100c20dd0 + 0x002f8> in <filename unknown>:0

OnlineMode is the time when the online log file was created (started to fill in). OnlineError is the time when the error occurred.

Then the error report continues with the actual issue. In this case,the issue is that user tried to switch to the Online mode before the internet connection (connection to the CRM server) was enabled on the device. So the Mobile CRM app Can't connect and the reason is The Internet connection appears to be offline. (-1009).

The online log can also contain different errors, not only issues with connection, but since the app in online mode is working directly with CRM server data, these are most likely to be server errors.

Integration log

=============================
Log file: integrationLog.txt
IntegrationError 2016-07-18T07:06:09.9259550-04:00 An internal server error occurred. Try again later.
Microsoft.Exchange.WebServices.Data.ServiceResponseException: An internal server error occurred. Try again later.
  at MobileCrm.Data.Exchange.ExchangeEmailService.DownloadEmails (MobileCrm.Data.Exchange.ExchangeSyncContext context) <0x1005a8d80 + 0x01188> in <filename unknown>:0
  at MobileCrm.Data.Exchange.ExchangeEmailService.DownloadEmails (MobileCrm.Data.Integration.SyncContext context) <0x1005a8130 + 0x000b7> in <filename unknown>:0
  at MobileCrm.Data.Integration.EmailService.SyncInternal (MobileCrm.Data.Integration.SyncContext context) <0x1005b3d40 + 0x00067> in <filename unknown>:0
  at MobileCrm.Data.Exchange.ExchangeEmailService.Sync (MobileCrm.Data.Exchange.ExchangeSyncContext context) <0x1005a7ac0 + 0x00087> in <filename unknown>:0
  at MobileCrm.Data.Exchange.Exchange.Sync (System.Func`3 progressCallback) <0x1005a6c50 + 0x0018b> in <filename unknown>:0

Integration log contains information about issues with Resco Mobile CRM’s integration features. This partial log contains issues with SharePoint, Exchange and Gmail, Dropbox, Google Drive integration, usually similar to synchronization issues.

First hint is to look for keywords SharePoint, Exchange, Gmail, DropBox, or Drive in the log trace. It specifies the integration feature that is having issues. Problem itself is usually HTTP Error unauthorized (401), meaning that a wrong username or password has been used.

IntegrationError 2016-08-11T20:55:13.9637020+02:00 ServiceRequestFailed
Microsoft.Exchange.WebServices.Data.ServiceRequestException: ServiceRequestFailed ---> System.Net.HttpException: HTTP Error unauthorized (401)

Another problem can be caused by Server not found (404) error when the Exchange or SharePoint server URL is not available from the device, or some other internal server error occurred:

IntegrationError 2016-06-24T14:54:01.6325360+02:00 The specified object was not found.
Microsoft.Exchange.WebServices.Data.ServiceResponseException: The specified object was not found.
  at Microsoft.Exchange.WebServices.Data.ServiceResponse.InternalThrowIfNecessary () [0x00012] in <filename unknown>:0

IntegrationError 2016-07-18T17:15:20.2094630-04:00 An internal server error occurred. Try again later.
Microsoft.Exchange.WebServices.Data.ServiceResponseException: An internal server error occurred. Try again later.
  at MobileCrm.Data.Exchange.ExchangeEmailService.DownloadEmails

Rules log

=============================
Log file: rulesLog.txt
FormRules:5/07/2016 12:41:50 PM
ExecutionError
-----------------------------
ConditionStep:
ConditionGroup:
-----------------------------
System.InvalidOperationException: Property not found on object'Calf feed.statuscode'
  atMobileCrm.UI.Workflow.AbstractVariable.GetProperty(Object o, String propertyName)
  at MobileCrm.UI.Workflow.EntityVariable.GetValue(String[] path)
  at MobileCrm.UI.Workflow.ConditionStep.Eval(ExecutionContext context)
  at MobileCrm.UI.Workflow.ConditionStep.Execute(ExecutionContext context)
  at MobileCrm.UI.Workflow.ConditionGroup.Execute(ExecutionContext context)
  at MobileCrm.UI.Workflow.Branch.Execute(ExecutionContext context)
  at MobileCrm.UI.Workflow.ExecutionContext.Execute()
FormRules:5/07/2016 12:41:50 PMExecutionError

In the Rules log, you can find information about issues with rules. So when a user describes on what form the issue occurred, you can check the rule itself. In the rules log you can see e.g. what field is causing the issue.

A typical scenario is when the app tries to load a parent or a child record, while the lookup field on the child is empty and the parent record does not exist. So when you try to use the parent field in next step, it does not exist and the rule reports an error. In this case, the parent entity (entity or variable named feed) field statuscode is not available, or, since it is a default field, the whole record is not loaded and thus,cannot be used.

If you can’t handle this error, send us the log and screenshot of the rule to mobilecrm@resco.net and our support team will gladly assist you.

Security manager log

=============================
Log file: secmanLog.txt
2016-06-14T22:18:50.7378484-04:00 SecuredFolder violation: Hash file integrity violated.

In the Security manager log, you can see information about a potential issue with JavaScript code,or the whole customization being corrupted or violated. It means that the project hash computed at the start of the app does not match the hash that was computed during customization’s download.

It should warn the user that someone could have adjusted the customization, or JavaScript code. The user needs only to synchronize the app to get the project again.

JSBridge log

In JSBridge log, you can find errors that occurred when running your JavaScript code. You can also use this log to write your own messages, errors, etc., from the JavaScript code. In case you have issues, and the log does not help, please let us know – e-mail us the log and the code that causes it together with steps to reproduce it, so that we can help you as fast as possible.

JSBridge log
-------------------------------------------------
App 9.1.2.0 2016-07-26T01:50:59.1064317-04:00: Error invoking script: MobileCRM.UI.EntityForm._callHandlers('onChange',new (MobileCRM.UI.EntityForm||MobileCRM.ObservableObject)({"detailViews":[new (MobileCRM.UI._DetailView||MobileCRM.ObservableObject)({"isDirty":false,"isEnabled":true,"items":[new MobileCRM.ObservableObject(...System.Exception: Exception from HRESULT: 0x80020101
  at System.Runtime.CompilerServices.TaskAwaiter.ThrowForNonSuccess(Task task)
  at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
  at Resco.UI.WindowsRT.JSBridge.<InternalInvokeScript>d__11.MoveNext()
---End of stack trace from previous location where exception was thrown ---
  at System.Runtime.CompilerServices.TaskAwaiter.ThrowForNonSuccess(Task task)
  at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
  at Resco.UI.WindowsRT.JSBridge.<InvokeScript>d__10.MoveNext()

Crash log

Log file: CRASH LOG

A crash log can contain two types of events. It can log an error, when something wrong took place, but it does not need to lead to a crash of the application in all cases. And then there’s a crash, that is logged when the Mobile CRM application malfunctions and stops working immediately and closes.

Beside the header with information about the Mobile CRM version number, time of the event and device memory information, each Error or Crash log contains a stack trace, a sequence of code that was executed when the problem occurred.

When such errors occur, the log can help us track the cause of the issue. But because the code is using the same methods and code parts for different entities, views etc.,we need as much information about the situation when the application crashed as possible. Ideally, all steps required to reproduce the issue, or at least the name of the entity, view, or form where the issue occurred. It of course depends on the actual issue.

Error log

An error log contains the time and date ofthe error that occurred. It also described the storage (disk space and RAM).

Log file: CRASH LOG
Application 9.1.2.0 ERROR 2015-09-03T22:43:06.1125440-05:00
Mem:16141976
Disk space Free/Total [MB] : 57746 / 117039
free/used/total [MB]: 21 / 761 / 987
System.Exception: OnAbortBackgroundTask

The error above represents the User Abort synchronization issue. It occurs when user puts the Mobile CRM application to the background or starts a different application during Mobile CRM app’s Synchronization.It occurs on iOS and Windows Store applications solely.

The user behavior can cause a major database corruption that can lead to data loss (unsynchronized changes), so it is important to explain users not to do so, and to keep the application running in the foreground during synchronization, and also not to turn off the device during synchronization, as well.

Application 9.0.2.0 ERROR 2016-07-14T12:29:01.6416400-05:00
Mem:2699080
Disk space Free/Total [MB] : 4930 / 28601
free/used/total [MB]: 23 / 234 / 1015
PersonalContactDisabledByFilter

This error means, that use of personal contacts, contacts from the device’s phone book, is disabled. It can be caused by view filter on Contact entity. It is a minor issue, but it can help admins identify, why a user is not seeing his personal contacts in the Resco Mobile CRM app.

Application 9.1.3.0 CRASH 2016-08-08T06:54:03.7072620+04:30
Mem:5625720
Disk space Free/Total [MB] : 5973 / 12833
free/used/total [MB]: 45 / 396 / 987
Mono.Data.Sqlite3.SqliteException: SQLite error
no such column: opportunity.statecode
  at Mono.Data.Sqlite3.SQLite3.Prepare (Mono.Data.Sqlite3.SqliteConnection cnn, System.String strSql, Mono.Data.Sqlite3.SqliteStatement previous, UInt32 timeoutMS, System.String& strRemain) [0x00000] in <filename unknown>:0
  at Mono.Data.Sqlite3.SqliteCommand.BuildNextCommand () [0x00000] in <filename unknown>:0

In this case the problem is that the opportunity statecode field was disabled in the mobile project. Since this field is required for some standard features, it should be enabled back. A no such column message indicates that a field, that is used in a form, view, chart, or else in the project, is not available in the database.

Application 9.1.3.0 ERROR 2016-08-10T14:38:31.8811220+02:00
Mem:5498376
Disk space Free/Total [MB] : 25826 / 27728
free/used/total [MB]: 72 / 446 / 987
System.Net.WebRequestException: A server with the specified hostname could not be found. (-1003)
  at System.Net.HttpConnection.GetResponse (System.Net.HttpWebRequestSync request) <0xc0df4c + 0x00368>
  at System.Net.HttpWebRequestSync.GetResponse () <0xc0ef78 + 0x0015f>
  at Microsoft.Exchange.WebServices.Data.EwsHttpWebRequest.Microsoft.Exchange.WebServices.Data.IEwsHttpWebRequest.GetResponse () <0xff5414 + 0x00027>
  at Microsoft.Exchange.WebServices.Data.ServiceRequestBase.GetEwsHttpWebResponse (IEwsHttpWebRequest request) <0x102fb70 + 0x0004f>

Similarly to an integration error, the wrong Exchange URL (that could not be found) can be logged also in the application crash log, as an error.

Crash log

Every crash - unexpected closing of the Mobile CRM application (can be described as suddenly getting to the device’s home screen) - should be logged in the Crash log. It can help you - or us - to identify the cause of the crash.

Application 9.1.2.0 CRASH 2016-07-29T08:36:48.1661400+02:00
Mem:6884600
Disk space Free/Total [MB] : 52477 / 57034
free/used/total [MB]: 396 / 1314 / 1988
System.NullReferenceException: Object reference not set to an instance of an object
  at MobileCrm.Data.FetchXml.Evaluator.EvalCondition (MobileCrm.Data.DynamicEntity entity, string linkName, MobileCrm.Data.FetchXml.Condition c) <0x1004f16a0 + 0x003bc>  at MobileCrm.Data.FetchXml.Evaluator.EvalFilter (MobileCrm.Data.DynamicEntity entity, string linkName, MobileCrm.Data.FetchXml.Filter filter) <0x1004f1490 + 0x000cf>
  at MobileCrm.Data.FetchXml.Evaluator.EvalFilter (MobileCrm.Data.DynamicEntity entity, string linkName, MobileCrm.Data.FetchXml.Filter filter) <0x1004f1490 + 0x00173>
  at MobileCrm.Data.FetchXml.Evaluator.EvalLink (MobileCrm.Data.DynamicEntity entity, MobileCrm.Data.FetchXml.Entity fetchEntity) <0x1004f1350 + 0x0004b>
  at MobileCrm.Data.FetchXml.Evaluator.IsMatch (MobileCrm.Data.DynamicEntity entity) <0x1004f1310 + 0x0002b>
  at MobileCrm.Controllers.Sales.ChildEntityList`1[T].LoadDataSource (IFilterListView view) <0x100316550 + 0x00247>
  at MobileCrm.UI.BaseEntityList.LoadDataView () <0x1011a5cd0 + 0x0002b>
  at MobileCrm.UI.BaseEntityList.Refresh (IReference changedEntity) <0x1011a4b60 + 0x0015b>
  at MobileCrm.Controllers.Sales.ChildEntityList`1[T].AsyncRefresh (System.Object changedItem) <0x100316f00 + 0x000af>