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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Production instance of...
Microsoft Dynamics CRM (Archived)

Production instance of CRM 2015 is down- Can't resolve- Please help!

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Posted on by Pradeep Kandel 25

Hi Guys,

 

We have a situation where one of our customers’ MS CRM 2015 is down. We have been investigating this for a couple of hours now but no luck.

 

We checked to see that the certificate configuration are correct, the ADFS is up and running. One of the big issue we are facing is the CPU usage is showing up 99% and that’s paralysing the CRM server environment.

 

Please, any ideas what could be the reason for this downtime? How can we resolve this?

 

We have a voice that this is perhaps because of licensing changes as customer can no longer use legacy SPLA licenses and needs to be transitioned to SPLA or CSP licensing model? Can we have some ideas please?

Thanks for your attention.

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  • Pradeep Kandel Profile Picture
    Pradeep Kandel 25 on at
    RE: Production instance of CRM 2015 is down- Can't resolve- Please help!

    Thanks for the advice, Rocker. Appreciate it. We are still investigating. Will get back to you.

  • Pradeep Kandel Profile Picture
    Pradeep Kandel 25 on at
    RE: Production instance of CRM 2015 is down- Can't resolve- Please help!

    Thanks for the advice, Kokulan. Appreciate it. We are still investigating. Will get back to you.

  • Suggested answer
    Dynamics365 Rocker Profile Picture
    Dynamics365 Rocker 7,755 on at
    RE: Production instance of CRM 2015 is down- Can't resolve- Please help!

    You can try following things:

    1. Restart Server.

    2.Restart IIS

    3. Check event log to know why CRM is down.

    4. Check database size as well.

    5. Check SQL service is running or not.

  • Suggested answer
    Kokulan Profile Picture
    Kokulan 18,054 on at
    RE: Production instance of CRM 2015 is down- Can't resolve- Please help!

    Hi

    I do not think licensing issue will be causing the CRM Server CPU to get to close to 100%.

    I would first isolate the issue, is the issue with ADFS or CRM.  Are they both on the same server?  I think the actual error message would give us the clue as to whats failing.

    Please share more details or screenshots of the actual error you are getting.

    In the mean time, you could try the following

    01. Restart the CRM server if possible

    02. If step 01 is not possible,  restart all the CRM services and perform an IIS reset and then try again and see if that fixes the issue.

    03.  Enable CRM trace and see if you could find any errors that points you to the actual problem

    04. I would also check the disk space on the server to make sure its got plenty of free space left

    05. From the task manager, identity the process that takes up the most CPU run time and see if you can kill / restart the process.

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