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Applies to Product - Dynamics 365 Business Central

What’s happening?
Customers reported timeout issues when sending requests from CRM to Business Central, specifically with API endpoints not receiving responses and timing out.
 

Reason:
The root cause of the timeout issues is identified as a NavNCLOperationCanceledException due to requests exceeding the execution time limit. The specific endpoint involved has been noted to have high data load, which can lead to timeouts. Additionally, there may be issues related to custom elements or resources not being found, which can also contribute to the timeout errors.
 

Resolution:

  1. Investigate the API Endpoint: Check the specific API endpoint being used for timeouts. For example, the endpoint https://api.businesscentral.dynamics.com/v2.0/{tenant_id}/Production/api/iti/salesforce/v1.0/$batch has been noted for timeout issues.
  2. Review Telemetry Data: Analyze telemetry data for the past 30 days to identify any patterns or specific instances of timeouts. Ensure that the requests are being logged correctly and check for any error messages.
  3. Check for Custom Elements: If the request involves custom elements, verify that all necessary resources are available and correctly configured. For instance, ensure that page resources like page ID 60007 are accessible.
  4. Adjust Timeout Settings: If applicable, coordinate with the CRM provider to adjust the timeout settings on their side to accommodate longer processing times, such as increasing the timeout to 100 seconds.
  5. Test Standard Processes: Conduct tests using standard processes in CRM to verify if the base application connector works as intended. This can help isolate whether the issue is with the custom application or the standard integration.
  6. Follow Up with CRM Provider: If the issue persists, escalate the matter to the CRM provider for further investigation, especially if the timeouts are related to their application.
  7. Customer Communication: Keep the customer informed about the findings and any steps taken to resolve the issue. If the issue is resolved, confirm with the customer before closing the case.
If the above steps do not resolve the issue, further investigation may be required, and additional logs or details may need to be gathered from the customer.