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Reviewing Commerce telemetry through LCS

Randy Higgins Profile Picture Randy Higgins
Receiving a generic error in POS such as "Something went wrong" is not very helpful determining what the underlying issue is when you encounter the error.  Before opening a support case for more details behind this error, customers do have the ability log into LCS to review the Telemetry data on this failure. 
 
There are multiple options for viewing Commerce telemetry such as CPOS, MPOS (Store Commerce), RCSU, RSSU, and Hardware station:

 
First, gather the following details from POS:
  1. Date/time that this occurred
  2. Application Session ID
  3. User Session ID
  4. Awareness of what was being done to encounter this error so you can follow the flow
 
These same details are great to provide in a support ticket if you need additional assistance on the issue.
  1. Go to: LCS > *yourcompany* > Monitoring > Environment monitoring > Activity
  2. Query name: Retail Channel events
  3. Date/time in UTC: (this is the specific time of the failure, can expand out the timeframe as needed once you locate the error)
        If the specific error occurred on POS at 2023-10-03 15:23:34 UTC  to set a starting point of search, then enter values around this time:
    1. 2023/10/03 15:23:00
    2. 2023/10/03 15:24:00
  4. Log Source: Retail Cloud POS or Retail Modern POS
  5. Search terms: you can enter part of the error message to help narrow the search, or leave it blank for a general search result
  6. AppSessionID:   enter ID
  7. UserSessionID:  enter ID
  8. Show options > Row limit: 500
  9. Click Search
  10. Order by the Event time
  11. Review logs
 
If you find any requests that were sent to the CSU that you want to view as the error may have generated from the CSU, you would:
  1. Find the value in the requestId column (copy it)
  2. Change the Log Source to Retail Cloud Scale Unit
  3. Clear the App and User session fields
  4. Enter the copied value into the Request ID field
  5. This returns the start/finish of this Request ID, to see more details, obtain the Activity ID
  6. Paste the Activity ID into the left search Activity ID field (Clear the Request ID field)
  7. Click search
 

 

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