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Anonymous
Not applicable

How to find the real error message from session ID?

We published a new canvas apps to some users. Users open PowerApps, then press the new app, then he got an error message "The App didnt start correctly." with a session ID.

 

How can we further troubleshoot the error? Could we dig the log according to session ID?

5 REPLIES 5
v-tiribe
Microsoft
Microsoft

Hello @Anonymous  ,

 

Did you try the usual troubleshooting steps when you face issues like that, such as try in incognito mode / different browser, is it happening with one user in specific?

 

Over the network traces, do you see any other information that could help you identify what could be the reason why the error is happening.

Did you try to capture monitor logs as well? 

 

Could you please also provide the Session ID you are receiving to check if there is any useful information from my side?

 

Best regards,

Tiago Ribeiro | Power Platform Support Engineer

Anonymous
Not applicable

I have already submitted a support ticket with the app ID and session ID. Can they track the real error in this way? Hopefully there is some way I can check myself. The error message is really useless to everyone.

 

The user is starting the PowerApp using his iPhone. So we cannot start with incognito mode or trace the network. Also other user can start the same app without problem.

 

The user need his iPhone for his daily work so we cannot take it for detail tracking. I "guess" clear the app cache or start the same app using desktop browser will solve the problem. But we don't want to provide random instruction to user and then cross our fingers.

 

If Microsoft can provide exact error it would be very helpful. 

v-tiribe
Microsoft
Microsoft

Hello @Anonymous ,

 

In case a service request was submit, the investigation will continue on it. 

A support engineer will contact you, if it did not already and will continue to work with you to understand what is the issue and what is the action to perform in order to resolve.

With the Session ID, we have access to more information by checking our internal telemetry and the support engineer will try to get a less generic error message.

 

Best regards,

Tiago Ribeiro | Power Platform Support Enginner

 

EricRegnier
Super User
Super User

Hi @Anonymous,

Would it be possible to elaborate a little on the app. So the users uses the Power Apps mobile app, is the backend  Dataverse/CDS/D365 or SharePoint? Is the mobile phone managed by the organisation or is open?

If the backend is Dataverse or SharePoint, ensure the users have the right privileges to access SharePoint or Dataverse. Also, if the device is managed, check with your system administrator that the device is allowed to run Power Apps and all.

Cheers!

dgray304
Frequent Visitor

@Tiago,

 

I also would strongly suggest a better solution is to provide the error id, error description & other help to solve the problem.  It would be much faster for us to NOT have to submit a ticket and wait days.  I would rather you have great documentation and let us figure it out.  Submitting a service request a pain for both of us.

 

Doug

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