Troubleshooting Overview

This section provides comprehensive troubleshooting guidance for common BRC Core issues, including diagnostic procedures, resolution steps, and prevention strategies.

Quick Troubleshooting Guide

Common Issues Quick Reference

Installation and Setup Issues

Installation Problems

Cannot Install BRC Core Extension

Symptoms:

• Extension installation fails
• Dependency error messages
• Installation timeout

Causes and Solutions:

1. Missing Dependencies:

   Error: "Dependency not found: Intrastat Core"
   Solution: Install Microsoft Intrastat Core app first
   

2. Insufficient Permissions:

   Error: "Permission denied during installation"
   Solution: Verify administrator rights in Extension Management
   

3. Version Compatibility:

   Error: "Platform version not supported"
   Solution: Ensure Business Central 25.0+ is installed
   

Post-Installation Access Issues

Symptoms:

• BRC Core features not visible
• Search returns no BRC results
• Permission denied errors

Diagnostic Steps:

1. Check Extension Status:

   • Navigate to Extension Management
   • Verify BRC Core is “Installed” and “Enabled”
   • Check version matches expected installation

2. Verify Permission Assignment:

   • Check user has BRC Core All permission set
   • Confirm permission set is active (not expired)
   • Validate user license includes necessary BC permissions

3. Test Feature Access:

   • Search for “BRC Core Feature Management” (Alt+Q)
   • If accessible, installation is successful
   • If not accessible, permission issue exists

Feature Management Issues

Feature Availability Problems

Features Show as Restricted

Symptoms:

• Features appear in Feature Management but marked as restricted
• Users cannot access features they should have
• Feature conditions seem correct but don’t work

Troubleshooting Steps:

1. Check Feature Conditions:

   Navigate to: BRC Core Feature Management > Select Feature > Feature Conditions
   Verify: Condition codes are properly configured
   Test: Run condition evaluation manually if possible
   

2. User Group Membership:

   Check: User Groups page for affected user
   Verify: User is member of expected groups
   Test: Try with different user in same group
   

3. Condition Logic Debugging:

   • Open BRC Core Feature Conditions page
   • Review condition code and filter logic
   • Test condition manually with sample data

Feature Conditions Not Evaluating Correctly

Common Issues:

1. Filter Syntax Problems:

   Invalid: User Name=ADMIN (missing quotes)
   Valid: "User Name"='ADMIN'
   

2. Group Name Mismatches:

   Check: Exact spelling and case of group names
   Verify: Group still exists and is active
   

3. Function Code Issues:

   USER: Requires user-based filter
   USERGROUP: Requires group-based filter  
   COMPANY: Requires company-based filter
   

Feature Management Performance Issues

Slow Feature Evaluation

Symptoms:

• Delayed page loading when features are evaluated
• Timeouts on pages with many features
• Performance degradation

Solutions:

1. Optimize Condition Filters:

   • Simplify complex filter conditions
   • Use indexed fields where possible
   • Minimize condition complexity

2. Review Condition Usage:

   • Remove unused conditions
   • Consolidate similar conditions
   • Cache frequently used evaluations

Background Monitor Issues

Monitor Not Running

Background Monitor Appears Inactive

Symptoms:

• No recent entries in BRC Core BM Action Entries
• Background monitor setup shows “Last Monitor Run” is old
• Error notifications not being sent

Diagnostic Steps:

1. Check Monitor Configuration:

   Navigate to: BRC Core BM Setup
   Verify: "Enabled" = True
   Check: "Standard Monitor Time" is reasonable (5-15 minutes)
   

2. Job Queue Entry Status:

   Navigate to: Job Queue Entries
   Filter: Find background monitor job
   Check: Status should be "Ready" or "In Process"
   

3. Monitor Job Permissions:

   Check: "BRC Core User ID" field in monitor job queue entry
   Verify: User has necessary permissions for monitoring
   Test: Run job manually to check for errors
   

Job Queue Monitoring Issues

Jobs Not Being Monitored

Symptoms:

• Job failures not detected by monitor
• No error notifications for failed jobs
• Monitor running but not catching issues

Troubleshooting:

1. Monitor Scope Configuration:

   • Check if monitor is configured for specific job categories
   • Verify job queue entries are in monitored scope
   • Review filter criteria for monitored jobs

2. Error Detection Settings:

   Check: "Job Queue Runtime Max (min)" setting
   Verify: "Job Queue Max Tries" is appropriate
   Test: Create intentional job failure to test detection
   

Email Notification Problems

Error Emails Not Being Sent

Symptoms:

• Job failures detected but no emails sent
• Email configuration appears correct
• Manual email tests work from BC

Solutions:

1. Email Configuration:

   Check: "E-mail Error" field in BRC Core BM Setup
   Verify: Email address is valid and monitored
   Test: "Disable mail in Monitor Job" = False
   

2. SMTP Configuration:

   Navigate to: SMTP Mail Setup in Business Central
   Verify: SMTP server configuration is working
   Test: Send test email from BC
   

3. Email Content Issues:

   • Check if emails are being caught by spam filters
   • Verify email server allows automated emails
   • Review email logs for delivery failures

Currency Rate Issues

Rates Not Updating

Exchange Rates Appear Outdated

Symptoms:

• Exchange rates haven’t updated in expected timeframe
• Rate dates are older than expected
• Currency rate job shows errors

Diagnostic Process:

1. Service Status Check:

   Navigate to: BRC Curr Exch Rate Services
   Check: Last update times for each service
   Review: Any error messages or status indicators
   

2. Job Queue Status:

   Navigate to: Job Queue Entries
   Filter: Currency rate update jobs
   Check: Job status and error messages
   

3. External Service Connectivity:

   Test: Internet connectivity to rate provider URLs
   Check: Firewall rules allow HTTPS to external services
   Verify: DNS resolution for service endpoints
   

Rate Service Errors

Specific Service Provider Failures

Common Error Patterns:

1. ECB Service Issues:

   Error: "Cannot connect to ecb.europa.eu"
   Check: Network connectivity and firewall rules
   Test: Manual URL access to ECB feeds
   

2. API Rate Limiting:

   Error: "Rate limit exceeded" or "Too many requests"
   Solution: Adjust job frequency or implement delays
   Check: Service-specific rate limits
   

3. Authentication Problems:

   Error: "Authentication failed" or "Invalid API key"
   Check: API key configuration for paid services
   Verify: API key hasn't expired
   

Rate Validation Issues

Suspicious Rate Changes

Symptoms:

• Rates appear unrealistic or extreme
• Sudden large rate changes
• Rate variance warnings

Investigation Steps:

1. Rate Verification:

   • Compare rates against multiple external sources
   • Check historical rate patterns for context
   • Verify rate isn’t a data error from provider

2. Data Quality Checks:

   Navigate to: Exchange Rates page
   Review: Recent rate history for patterns
   Check: Rate effective dates are correct
   

3. Service Failover:

   • Switch to backup rate provider temporarily
   • Compare rates from multiple sources
   • Implement manual rate override if necessary

Performance Issues

Slow System Performance

BRC Core Features Running Slowly

Symptoms:

• Slow page loading for BRC Core pages
• Timeouts on feature-heavy pages
• General system sluggishness

Performance Diagnostics:

1. Database Performance:

   Check: Large table sizes in BRC Core tables
   Review: Index usage and optimization
   Monitor: Database query performance
   

2. Job Queue Performance:

   Check: Number of concurrent job queue entries
   Review: Job execution times
   Monitor: Resource usage during job processing
   

3. Feature Management Performance:

   Check: Complex feature conditions
   Review: Number of active conditions
   Optimize: Condition filter complexity
   

External Service Performance

Slow External Service Responses

Symptoms:

• Currency rate updates take excessive time
• External service timeouts
• Inconsistent response times

Optimization Steps:

1. Connection Configuration:

   Check: Network latency to external services
   Adjust: Timeout settings if necessary
   Configure: Connection pooling settings
   

2. Batch Processing Optimization:

   Review: Batch size for rate updates
   Optimize: Number of concurrent external requests
   Schedule: Updates during off-peak hours
   

Data and Integration Issues

GDPR Management Issues

Anonymization Process Failures

Symptoms:

• Customer anonymization fails
• Incomplete data anonymization
• Error messages during GDPR processing

Troubleshooting:

1. Customer Eligibility Check:

   Use: BRC Core GDPR Management tools
   Check: OKToAnonymizeData function results
   Verify: No blocking conditions exist
   

2. Data Dependency Issues:

   Check: Open transactions for customer
   Verify: Related records are properly configured
   Review: GDPR related tables setup
   

Price Book Issues

Price Calculation Problems

Symptoms:

• Price calculations not running
• Incorrect calculated prices
• Price book job failures

Resolution Steps:

1. Price Book Configuration:

   Check: Price book active status
   Verify: Calculation schedules are correct
   Review: Update frequency settings
   

2. Calculation Logic Issues:

   Test: Manual price book calculation
   Check: Calculation engine parameters
   Verify: Data sources for calculations
   

Getting Additional Help

Diagnostic Information Collection

Information to Gather Before Contacting Support:

1. System Information:

   • BRC Core version number
   • Business Central version and build
   • Browser and client information

2. Error Information:

   • Exact error messages
   • Steps to reproduce the issue
   • Screenshots of error conditions

3. Configuration Information:

   • Feature management setup
   • Background monitor configuration
   • Currency service configuration

Support Escalation

When to Contact Technical Support:

• Issues persist after following troubleshooting steps
• Critical business functions are impacted
• Error messages indicate system-level problems
• Performance issues affect business operations

Contact Information:

• Documentation: https://docs.brightcom.se/sv/Products/BRCCore
• Support: BrightCom Solutions AB technical support
• Community: Business Central community forums

Preventive Measures

Avoiding Common Issues:

1. Regular Monitoring:

   • Daily review of background monitor status
   • Weekly verification of currency rate updates
   • Monthly review of feature management usage

2. Maintenance Tasks:

   • Regular testing of external service connectivity
   • Periodic review of job queue performance
   • Ongoing monitoring of system resource usage

3. Configuration Management:

   • Document all configuration changes
   • Test changes in development environment first
   • Maintain backup configurations

By following these troubleshooting procedures and maintaining good system hygiene, most BRC Core issues can be resolved quickly and prevented from recurring.