Commerce offline implementation troubleshooting

This article provides an overview of troubleshooting for offline implementations of Microsoft Dynamics 365 Commerce. It focuses on troubleshooting details that are related to the use of offline functionality. The article is intended for customers who implement offline functionality that's related to the Dynamics 365 Commerce Modern POS or Store Commerce application.

Correct configuration and synchronization of data are crucial to a correct offline implementation of Dynamics 365 Commerce. Regardless of business requirements, IT infrastructure, and overall preparedness, if data isn't correctly synced, the whole environment is effectively useless. Therefore, a top priority is to understand what's required to configure, generate, sync, and verify data across the full implementation. This implementation covers Commerce headquarters through the Commerce Scale Unit (CSU) to the brick-and-mortar stores that use Modern POS (with or without an offline database) and other in-store components.

Commerce Data Exchange (CDX) is the Commerce functionality that replicates and syncs data across databases. However, CDX differs from typical data replication functionality in that it also allows for filtering. CDX helps minimize data sets by generating only data that's specific to the channels that were specified for selection, filtering specific tables from offline databases, and filtering expired records for data that's no longer used (such as expired discounts).

For more information about Commerce offline functionality, see Additional resources.

Troubleshooting

If the following table doesn't list an error that you're receiving, create a support request so that Microsoft Support can help you fix the issue. This section will be updated with additional errors over time. Therefore, you should review this article before you implement or update Store Commerce app registers that use offline databases.

Note that all troubleshooting errors begin with Microsoft_Dynamics_. However, in the following table, this prepended string is omitted from the error codes to shorten them.

Error	Description
Commerce_Runtime_AuthenticationFailed Commerce_Runtime_AuthorizationFailed Commerce_Runtime_WorkerNotFound Commerce_Runtime_PartyNotFound Commerce_Runtime_RetailStaffNotFound	A sign-in-related issue has occurred. This issue might occur because data isn't found or correctly configured in the offline database. To fix this issue, run the Staff scheduler job (by default, the 1060 scheduler job). Also, contact your system administrator.
Commerce_Runtime_ChannelEmployeeAddressBookNotFound Commerce_Runtime_EmployeeNotOnStore	This issue might occur because the store's employee address books aren't found or the worker isn't correctly mapped to the store in the offline database. To fix this issue, run the Staff scheduler job (by default, the 1060 scheduler job). Also, contact your system administrator.
Commerce_Runtime_EmployeePositionAssignmentNotFound Commerce_Runtime_EmployeePositionDetailNotFound	This issue might occur because the worker's position detail or assignment isn't found or valid in the offline database. To fix this issue, run the Staff scheduler job (by default, the 1060 scheduler job). Also, contact your system administrator.
Commerce_Runtime_EmployeePermissionGroupNotFound	This issue might occur because the worker's POS permission settings aren't found or are configured incorrectly in the offline database. To fix this issue, run the Staff scheduler job (by default, the 1060 scheduler job). Also, contact your system administrator.
Commerce_Runtime_AuthenticationMethodDisabled Commerce_Runtime_ChannelConfigurationNotFound Commerce_Runtime_ChannelNotPublished Commerce_Runtime_ChannelRecordNotFound Commerce_Runtime_EmployeePermissionContextNotFound Commerce_Runtime_InvalidChannel Commerce_Runtime_InvalidChannelConfiguration Commerce_Runtime_StaffIdContextMissing Commerce_Runtime_LocalDeviceAuthenticationFailed	Unable to switch to offline mode. The channel information is either unavailable or incorrectly configured. To fix this issue, run the Channel configuration scheduler job (by default, the 1070 scheduler job). Also, contact your system administrator.
Commerce_Runtime_CredentialsNotConfigured Commerce_Runtime_CredentialsNotFound Commerce_Runtime_InvalidAuthenticationCredentials Commerce_Runtime_LocalLogonFailed Commerce_Runtime_UserBlockedDueToTooManyFailedLogonAttempts	Unable to switch to offline mode. The user information is either unavailable or incorrectly configured. To fix this issue, run the Staff scheduler job (by default, the 1060 scheduler job). Also, contact your system administrator.
Commerce_Runtime_CriticalStorageError	To check the status of offline database permissions, size, and disk space, you can use the offline dashboard.
Commerce_Runtime_ElevatedUserSameAsLoggedOnUser	This error occurs when the same user tries to perform a manager override. A different user must be used.
Commerce_Runtime_RealtimeServiceNotSupported Commerce_Runtime_TransientStorageError	Unable to switch to offline mode. The offline database is either incorrectly installed or incorrectly configured. Verify that everything has been set up successfully. Also, contact your system administrator.
Commerce_Runtime_TerminalNotFound Commerce_Runtime_DeviceConfigurationNotFound	To fix this issue, run the Channel configuration scheduler job (by default, the 1070 scheduler job). Also, contact your system administrator.
Internal_Server_Error Request_Timeout_Error Commerce_Runtime_InvalidFormat	These errors cover a variety of possible scenarios. Therefore, Microsoft recommends that you contact Support to get direct assistance (where applicable).

Additional resources

Commerce offline implementation considerations

Commerce Data Exchange implementation guidance

Commerce Data Exchange troubleshooting

Commerce Data Exchange best practices

Online and offline point of sale (POS) operations

Dynamics 365 Commerce architecture overview

Select an in-store topology

Device management implementation guidance

Configure and install Commerce Scale Unit (self-hosted)