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Client - BC14 with RTC services (no web client) CRASH RANDOMLY

Hi all,
i need some advice from you regarding a particular situation we are in.

Client - BC14 with RTC services (no web client)

Until recently everything was fine, but for a few months now the service crashes sometimes casually, throwing all users out of production. Then the other services also crash in turn.

Initially we had found some problem in some partner procedure that caused the crash of the service and we solved it, but now it happens randomly.

We are talking about a single production service to which about 50 users connect and two other production services, one dedicated to the job queue and one dedicated to a NavUserPassword user to exploit it with some external integrations.

I am asking for some advice on where and what to check.

Thanks so much to anyone who gives us a hand
Davide

Categories:

Dynamics 365 Business Central

Microsoft Dynamics NAV

AI was used to create this answer

To address the issue of random service crashes in your BC14 environment with RTC (Role Tailored Client) services, there are several areas you should investigate to identify the root cause.

1. Analyze Windows Event Viewer Logs

Check the Application and System logs on the server hosting the NAV/BC services.
Look for Error or Critical events around the time of the crashes.
Pay special attention to entries related to:
- Dynamics NAV Server
- .NET Runtime
- SQL Server
- System-related errors like memory or disk I/O issues.

Example Errors to Look For:

Out-of-memory exceptions
SQL connection timeouts
Crashes caused by .NET assemblies

2. Examine the Dynamics NAV Service Tier Logs

Locate the Service Tier Logs (usually found in C:\ProgramData\Microsoft\Dynamics NAV\<version>\Server\Logs).
Look for error patterns, such as:
- Unhandled exceptions
- Long-running queries
- Recurring issues from specific processes (e.g., Job Queue, external integrations)

If you see specific errors, note the Object ID or User associated with the crash and investigate further.

3. SQL Server Health Check

Monitor SQL Server performance during peak times:
- Check for long-running queries, blocking, or deadlocks.
- Look for database connection timeouts.
Database Maintenance:
- Ensure the SQL Server database is properly indexed.
- Run index maintenance and update statistics.
Check Compatibility Level:
- Ensure the database compatibility level matches what is recommended for NAV BC14.

4. Job Queue Processes

Since one of your services is dedicated to Job Queue tasks, check if the crashes correlate with specific Job Queue activities.
Use the following steps:
1. Open Job Queue Entries in RTC.
2. Verify if any entries are stuck in an "Error" state or causing performance spikes.
3. Temporarily disable non-essential Job Queue tasks and monitor if crashes persist.

5. External Integrations

Investigate the service handling integrations via NavUserPassword authentication:
- Are there spikes in external connection requests?
- Ensure the external systems do not overwhelm the BC service by sending too many requests simultaneously.
- Review API/web service calls for errors or timeouts.
Analyze the Session Event Table (Session Event table in SQL) to detect heavy user or service activity around crash times.

6. Resource Allocation

Verify the server hardware resources:
- Ensure enough CPU, RAM, and disk I/O are available.
- Monitor RAM consumption and check if the service crashes due to insufficient memory.
Configure NAV Server settings:
- Adjust Max Concurrent Connections and Max Concurrent Calls parameters in the CustomSettings.config file for the NAV Server service to avoid overload.

7. Custom Code Issues

Since you previously identified issues with partner procedures, revisit recent customizations or extensions deployed before the crashes started.
Focus on:
- Loops or recursive code in customizations.
- Codeunits or reports that consume high memory or CPU.
Use the Debugger and Event Viewer to pinpoint problematic objects.

8. Apply Latest Cumulative Updates

BC14 is considered an older version, so ensure you are running the latest Cumulative Update (CU) for BC14.
Check the release notes for fixes to known issues related to service stability.
Always test updates in a non-production environment before applying.

9. Monitor Network Stability

Check the network between users, the NAV server, and the SQL server:
- Are there packet drops or network latency issues causing disconnections?
- Validate DNS and firewall configurations.
If users are connected via Remote Desktop (RDP), ensure the RDP server is stable and properly configured.

10. Consider Splitting User Load

With 50+ users connected to a single production service, you may be hitting resource limits.
Consider splitting the load across multiple service tiers:
- Create additional NAV Server instances.
- Allocate specific users or processes to different instances.

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