Cloud Replicator Documentation
Index

Getting Support

This guide explains how to get help with Cloud Replicator issues, including self-service resources and contacting support.

Self-Service Resources

Documentation

This documentation covers:

  • Installation and configuration
  • Feature usage and best practices
  • Troubleshooting common issues
  • Reference information

Start with the relevant section:

Replication Log

The Replication Log is your first diagnostic tool:

  1. Open "Replication Log" in Business Central
  2. Find the failed operation
  3. Review the Error Message
  4. Note the timestamp and details

Engine Pulse

For stuck or slow replications:

  1. Open "Engine Pulse" list
  2. Check engine status
  3. Identify which table/company is affected

Before Contacting Support

Gather Information

Collect this information to speed up support:

Environment Details:

  • Business Central version
  • Cloud Replicator version
  • Environment type (Production/Sandbox)
  • Region/location

Problem Description:

  • What you were trying to do
  • What happened vs. what you expected
  • When it started occurring
  • Is it consistent or intermittent?

Error Information:

  • Exact error message text
  • Replication Log entries
  • Screenshots if applicable

Configuration:

  • Cloud destination type
  • Table mapping settings (if relevant)
  • Recent changes made

Try Basic Troubleshooting

Before contacting support, try:

  1. Verify Credentials
    • Re-enter cloud credentials
    • Test with new access keys
  2. Test with Minimal Configuration
    • Create simple table mapping
    • Run manual replication
    • Check if basic operation works
  3. Check External Services
    • Verify Azure services are operational
    • Test access through Azure Portal
  4. Review Recent Changes
    • What changed before the issue started?
    • New table mappings?
    • Configuration changes?
    • Business Central updates?

Contacting Support

Hougaard Support

For Cloud Replicator technical support:

Website: https://hougaard.com/support

When to Contact:

  • Issues not resolved by documentation
  • Suspected bugs or defects
  • Feature questions
  • License issues

What to Include:

  • Your company name
  • License/registration information
  • Problem description
  • Gathered diagnostic information
  • Steps to reproduce (if possible)

Response Expectations

Issue Type Typical Response
Critical (not working) Priority handling
Standard issues Business hours response
Feature questions Standard queue

License and Sales

For licensing questions:

  • New license purchases
  • Renewals
  • License transfers
  • Pricing questions

Contact: https://hougaard.com

Reporting Issues

Bug Reports

If you believe you've found a bug:

Include:

  • Steps to reproduce
  • Expected behavior
  • Actual behavior
  • Error messages
  • Version information
  • Screenshots or recordings

Helpful Details:

  • Can you reproduce consistently?
  • Does it happen in sandbox?
  • When did it start?
  • What's the impact?

Feature Requests

To suggest improvements:

  • Describe the use case
  • Explain the desired functionality
  • Provide examples if possible
  • Note any workarounds you're using

Microsoft Business Central Support

When to Contact Microsoft

Contact Microsoft support for:

  • Business Central platform issues
  • Job Queue system problems
  • General Business Central questions
  • Performance issues not related to Cloud Replicator

Finding BC Support

  • Through your Microsoft partner
  • Microsoft 365 admin center
  • Business Central in-app help

Azure Support

When to Contact Azure Support

Contact Azure support for:

  • Azure service outages
  • Storage account issues
  • Cosmos DB problems
  • Azure AI Search service issues

Azure Status

Check Azure status before assuming Cloud Replicator issue:

  • https://status.azure.com

Azure Support Channels

  • Azure Portal support
  • Your Azure subscription support plan
  • Azure documentation

Community Resources

Partner Network

If you work with a Business Central partner:

  • Contact them for initial support
  • They can escalate to Hougaard if needed
  • Partners may have additional resources

General Resources

For general Business Central help:

  • Microsoft Learn documentation
  • Business Central community forums
  • Partner community

Support Best Practices

Document Issues

Keep records of:

  • Problem occurrences
  • Steps taken
  • Resolutions found
  • Support case numbers

Test in Sandbox

Before reporting production issues:

  • Try to reproduce in sandbox
  • Provides safe testing environment
  • Easier to share access if needed

Be Specific

When describing problems:

  • "Replication fails with error X" (good)
  • "It doesn't work" (too vague)
  • Include exact messages and steps

Respond Promptly

When support asks questions:

  • Provide requested information
  • Test suggested solutions
  • Report results back

Escalation Path

If standard support doesn't resolve your issue:

  1. Ensure Complete Information
    • All diagnostic data provided
    • Reproduction steps clear
    • Business impact explained
  2. Request Escalation
    • Through support channel
    • Reference case history
    • Explain urgency
  3. Partner Involvement
    • Your BC partner can assist
    • May have direct contacts
    • Can help with testing