Applies to Product - Power Apps
What’s happening?
Customers are experiencing slow response times in Dynamics applications, particularly when completing occurrences or raising cases to Business Units. This includes delays in the occurrence table and error messages that prevent further actions.
Reason:
The root cause of the performance issues is not clearly identified in the case data. However, the problems may be linked to Model Driven Apps (MDA) and specific database resources.
Resolution:
- Confirm whether the application is a Model Driven App.
- Identify if it’s a custom MDA or an Out-Of-The-Box (OOB) MDA like Sales or Field Service.
- Collect detailed reproduction steps, including the app URL and whether the issue affects all users or a subset.
- Request the customer to share the exact error message and relevant screenshots, especially from the “Show details” section.
- If the customer is unresponsive, follow up with probing questions to better scope the issue and check for concurrent database access by other users.
- If there’s still no response after multiple attempts, consider downgrading the case severity and returning it to the queue.
- If the issue persists without feedback, archive the case after a reasonable follow-up period.
- If unresolved, escalate for further investigation and consult additional support resources.