1. Open Developer Tools using the keyboard shortcut F12. 

Note: Make sure that this is done when the agent widget in USD has focus i.e. Please don’t just do it in the browser and expect the changes to be captured for USD.

2. Ensure that you are collecting verbose level logs like this: 

4. You may capture the console logs through Right-click  > Save as (txt file)

5. Attach the file to the support ticket. If the logs exceed the size allowed by our ticketing systems, you may request the support team for an upload link if needed.

2. Collecting Network Logs in USD

Note: Recording normally starts by selecting the Network tab. You should start recording prior to the replication of the error otherwise you will not capture the problem in these logs.

1. Hit F12 to open the Developer Tools.

Note: Make sure that this is done when the agent widget in USD has focus i.e. Please don’t just do it in the browser and expect the changes to be captured for USD. 

2. Select the Network tab 

3. Look for a round Record button ( ) in the upper left corner of the Network tab; it is red when recording. If it is grey, click it once to start recording.

4. Check the box Preserve log.

5. Click the Clear button ( ) to clear out any existing logs from the Network tab.

6. Perform the steps of the scenario to capture. 

7. Due to a limitation in the host processes, if the problem is not replicated within about 20 minutes the logs can be corrupted. To avoid this, every 20 minutes (or 40 minutes for an 8GB machine), use the clear button on both the har and console tabs and refresh the widget with F5 button to limit the size of data capture, until the problem is replicated.

8. To gather all the HAR logs, fill the copy buffer either by:

a.) Right-click entries and select Save all as HAR with content (recommended) or;
b.) Right-click entries and select Copy, then Copy all as HAR. Paste then Save.

Due to the size of the logs you will likely need to upload them to a file server as they will exceed the size allowed by our ticketing system. The Support Team can provide an upload link if requested.

To know how to check the Network logs for missing call issues or ones that take time to manifest, please see this article

3. Collecting Client Logs in USD

 1. Increase the USD logging level to Verbose. You may do so by following these steps:

a.) Go to C:\Program Files\Microsoft Dynamics CRM USD\USD
b.) Backup UnifiedServiceDesk.exe.config so you can revert any changes later
c.) Edit: UnifiedServiceDesk.exe.config.
d.) Alter lines with Error to Verbose.
e.) Save the file and restart USD.

2. Replicate the issue you are having in USD.
Your log files are in the folder %appdata%\Microsoft\Microsoft Dynamics® 365 Unified Service Desk. If you have more than one USD version installed, each has its own directory.

3. If you are providing Customer Support logs, only include files with a timestamp after replicating your issue.

4. Compress the files before attaching them to a ticket. If the logs exceed the size allowed by our ticketing systems, you may request the support team for an upload link if needed.

4. Capturing USD Debug Sessions

This is helpful for most issues as it captures the event and action call history. You will need to enable debug in the agent USD before you reproduce the issue. See Capturing debug sessions in USD for details on how to capture these logs.