Download Microsoft Dynamics CRM 2011 Operating and Maintaining

Microsoft Dynamics CRM 2011 Operating
and Maintaining Guide
5.0.0
Copyright
This document is provided "as-is". Information and views expressed in this document, including URL and other Internet Web site
references, may change without notice. You bear the risk of using it.
Some examples depicted herein are provided for illustration only and are fictitious. No real association or connection is intended or
should be inferred.
This document does not provide you with any legal rights to any intellectual property in any Microsoft product. You may copy and
use this document for your internal, reference purposes.
© 2010 Microsoft Corporation. All rights reserved.
Microsoft, Active Directory, Excel, Hyper-V, Internet Explorer, Microsoft Dynamics, Microsoft Dynamics logo, MSDN, Outlook,
Notepad, SharePoint, Silverlight, Visual C++, Windows, Windows Azure, Windows Live, Windows PowerShell, Windows Server,
and Windows Vista are trademarks of the Microsoft group of companies.
All other trademarks are property of their respective owners.
Table of Contents
Copyright ....................................................................................................................... 2
Overview ........................................................................................................................ 3
Operating Microsoft Dynamics CRM ........................................................................... 5
Change a Microsoft Dynamics CRM service account .............................................................................. 5
Enable Windows Error Reporting ............................................................................................................. 8
Tracing ..................................................................................................................................................... 9
Enable tracing for Microsoft Dynamics CRM Reporting Extensions for SQL Server Reporting
Services .................................................................................................................................................... 9
Microsoft Dynamics CRM Server 2011 Known Issues .......................................................................... 10
An "A failure was encountered while launching the process serving application pool
'CRMAppPool'" message is logged in the Application log ................................................................ 10
A "Server Error in '/' Application" error message appears when you try to run a report in a multitenant deployment ............................................................................................................................. 10
"Failure: The SQL Server '{0}' is unavailable" error message when you try to create an
organization ....................................................................................................................................... 11
“External Error – No such object on server” error message when you try to enable a user ............. 11
Microsoft Dynamics CRM mobile issues when you use AD FS 2.0 .................................................. 12
The computer that is running SQL Server 2008 R2 indicates 100% CPU utilization ...................... 12
Using Windows PowerShell to perform Microsoft Dynamics CRM deployment and administration
tasks ....................................................................................................................................................... 12
Backing Up the Microsoft Dynamics CRM System .................................................. 15
Backup requirements summary ............................................................................................................. 15
Selecting a backup type ......................................................................................................................... 16
Backing up Windows Server .................................................................................................................. 16
Backing up Active Directory ................................................................................................................... 16
Backing up SQL Server, including Reporting Services .......................................................................... 17
Backing up Microsoft Dynamics CRM Server 2011 ............................................................................... 18
Failure Recovery ......................................................................................................... 21
Scenario A: SQL Server failure .............................................................................................................. 21
Scenario-A recovery .......................................................................................................................... 21
Scenario B: Microsoft Dynamics CRM Server 2011 failure ................................................................... 22
Scenario-B recovery .......................................................................................................................... 22
Scenario C: Exchange Server failure ..................................................................................................... 22
Scenario-C recovery.......................................................................................................................... 22
Scenario D: Active Directory failure ....................................................................................................... 23
Scenario-D recovery.......................................................................................................................... 23
Microsoft Dynamics CRM for Outlook failure recovery .......................................................................... 24
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
i
ii
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
Chapter 1
Overview
This guide is part of the Microsoft Dynamics CRM Implementation Guide, which consists of the following
three documents:

Planning Guide: Use this guide to determine what you have to plan for Microsoft Dynamics CRM. It
includes coverage in the following areas:
 Technical. These topics focus on supported topologies, system requirements, and technical
considerations to address before installation.
 Implementation Methodology. Learn about the business management, system requirements, and
project management aspects that are needed when you deploy a CRM system. In addition, there are
several documents that you can use as tools to plan the implementation of Microsoft Dynamics CRM.
These tools are available for download at Planning Tools
(http://go.microsoft.com/fwlink/?LinkID=189326).

Installing Guide: Use this guide to learn about how you install Microsoft Dynamics CRM applications.
This guide includes step-by-step instructions for running Setup, command-line installation instructions,
and guidance about how to remove Microsoft Dynamics CRM.

Operating and Maintaining Guide: You can read this guide to learn how to back up, restore, and
perform system recovery for Microsoft Dynamics CRM data. Also, this guide has troubleshooting steps
for known issues.
----------------------- Send Feedback About This Chapter ----------------------
We appreciate hearing from you. To send your feedback, click the following link and type your comments in
the message body.
Note
The subject-line information is used to route your feedback. If you remove or modify the
subject line, we may be unable to process your feedback.
Send Feedback (http://go.microsoft.com/fwlink/?LinkID=191438)
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
3
Chapter 2
Operating Microsoft Dynamics CRM
Operating Microsoft Dynamics CRM includes guaranteeing availability by monitoring server status and
performance, making backups, planning for recovery from disasters, and ongoing troubleshooting.
In This Chapter
Change a Microsoft Dynamics CRM service account ................................................................... 5
Enable Windows Error Reporting .................................................................................................. 8
Tracing........................................................................................................................................... 9
Enable tracing for Microsoft Dynamics CRM Reporting Extensions for SQL Server
Reporting Services ........................................................................................................................ 9
Microsoft Dynamics CRM Server 2011 Known Issues ............................................................... 10
Using Windows PowerShell to perform Microsoft Dynamics CRM deployment and
administration tasks..................................................................................................................... 12
Change a Microsoft Dynamics CRM service account
There are situations in which you may need to change the account that is used to run a Microsoft Dynamics
CRM service.
Change a Microsoft Dynamics CRM service account by running a repair
The simplest way to change a service account is to run a repair operation and then specify the new service
account during the repair. There may be a short downtime as the services are stopped and files are verified
and possibly refreshed as part of the repair. For more information, see the Uninstall, change, or repair
Microsoft Dynamics CRM Server 2011 topic in the Installing Guide.
To change the CRMAppPool service account, the appropriate permissions must be granted or the
CRMAppPool application pool will not start. Additionally, if you are using claims-based authentication the
CRMAppPool service account must have permission to access the claims-based authentication token-signing
certificate.
 Manually change the CRMAppPool service account
To manually change the CRMAppPool service account, include the domain account user in the following
groups in Active Directory:
 Domain Users Active Directory
 PrivUserGroup
 SQLAccessGroup
To do this, follow these steps:
a. Log on to a server as a user who has the domain administrator rights or the rights to update these
groups.
b. Right-click the Domain Users group in Active Directory, and then click Properties.
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
5
Chapter 2: Operating Microsoft Dynamics CRM
c. In the Group name box, type the name of the user who is running the Microsoft Dynamics CRM
application pool, and then click OK two times.
d. Repeat steps b and c for the PrivUserGroup group and for the SQLAccessGroup group.
If you have more than one Microsoft Dynamics CRM deployment installed, multiple groups exist in Active
Directory. Use the following steps to determine the groups that you want to update.
 Determine the groups to update
1. Run the following SQL statement against the MSCRM_CONFIG database: select id, friendlyname from
organization
a. Note the GUID. For example, the GUID may be C8AB1D52-9383-4164-B571-4C80D46674E3 Org
Name.
b. Find the PrivUserGroup group and the SQLAccessGroup group in Active Directory. The group name
contains the GUID that you noted in step b.
2. Include the domain account user in the following groups on the Microsoft Dynamics CRM server:
 The local IIS_WPG group
 The local CRM_WPG group
The domain account user must have the following local user rights:
 Impersonate a client after authentication
 Log on as a service
To do this, follow these steps:
a. On the Microsoft Dynamics CRM server, click Start, point to Administrative Tools, and then click
Local Security Policy.
b. Expand Local Policies, and then click User Rights Assignment.
c. Right-click Impersonate a client after authentication, and then click Properties.
d. Click Add User or Group.
Note
You may have to click Location to select the domain instead of the local computer.
e. In the Group name box, type the name of the user who is running the Microsoft Dynamics CRM
application pool, and then click OK two times.
f.
Repeat steps 2c through 2e for the Log on as a service right.
3. Configure the CRMAppPool application pool security account to use a service principal name (SPN). For
steps about how to configure SPNs, see Configuring service principal names (SPNs)
(http://go.microsoft.com/fwlink/?LinkId=167118) on the Microsoft Dynamics CRM Resource Center.
4. If you have more than one Microsoft Dynamics CRM server and IIS kernel-mode authentication is
disabled, you must configure the CRMAppPool application pool security account to be trusted for
delegation. To do this, follow these steps:
a. Log on to the domain controller by using a user account that has domain administrator permissions.
b. Start Active Directory Users and Computers. To do this, click Start, point to Administrative Tools,
and then click Active Directory Users and Computers.
c. Expand the domain, right-click the Microsoft Dynamics CRM application pool security account, and
then click Properties.
d. On the Delegation tab, click to select the Trust this user for delegation to any service (Kerberos
only) option.
e. Click OK.
6
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
Chapter 2: Operating Microsoft Dynamics CRM
5. Restart Internet Information Services (IIS). To do this, click Start, click Run, type IISRESET, and then
click OK.
Minimum required permissions for Microsoft Dynamics CRM service accounts
We strongly recommend that you select a low-privilege domain account that is dedicated to running these
services and that is not used for any other purpose. Additionally, the user account used to run a Microsoft
Dynamics CRM service cannot be a Microsoft Dynamics CRM user. The following are the required
permissions for Microsoft Dynamics CRM service accounts.
Microsoft Dynamics CRM Sandbox Processing Service

Domain User membership.

That account must be granted the Logon as service permission in the Local Security Policy.

Folder read and write permission on the \Trace, by default located under \Program Files\Microsoft
Dynamics CRM\Trace, and user account %AppData% folders on the local computer.

Read permission to the HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MSCRM subkey in the
Windows Registry.

The service account may need an SPN for the URL used to access the Web site that is associated with it.
To set the SPN for the Sandbox Processing Service account, run the following command at a command
prompt on the computer where the service is running.
SETSPN –a MSCRMSandboxService/<ComputerName> <service account>
Microsoft Dynamics CRM Asynchronous Processing Service and Microsoft Dynamics CRM
Asynchronous Processing Service (maintenance) services

Domain User membership.

Performance Log Users membership.

That account must be granted the Logon as service permission in the Local Security Policy.

Folder read and write permission on the Trace folder, by default located under \Program Files\Microsoft
Dynamics CRM\, and user account %AppData% folder on the local computer.

Read and write permission to the HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MSCRM and
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\services\MSCRMSandboxService subkeys in the
Windows Registry.

The service account may need an SPN for the URL used to access the Web site that is associated with it.
Deployment Web Service (CRMDeploymentServiceAppPool Application Pool identity)

Domain User membership

That account must be granted the Logon as service permission in the Local Security Policy.

Local administrator group membership on the computer where the Deployment Web Service is running.

Local administrator group membership on the computer where SQL Server is running.

Sysadmin permission on the instance of SQL Server to be used for the configuration and organization
databases.

Folder read and write permission on the Trace and CRMWeb folders, by default located under \Program
Files\Microsoft Dynamics CRM\, and user account %AppData% folder on the local computer.

Read and write permission to the HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MSCRM and
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\services\MSCRMSandboxService subkeys in the
Windows Registry.

CRM_WPG group membership. This group is used for IIS worker processes. The group is created and
the membership is added during Microsoft Dynamics CRM Server Setup.

The service account may need an SPN for the URL used to access the Web site that is associated with it.
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
7
Chapter 2: Operating Microsoft Dynamics CRM
Application Service (CRMAppPool IIS Application Pool identity)

Member of the Active Directory Domain Users group.

Member of the Active Directory Performance Log Users group.

Administrators local group membership on the computer where SQL Server is running.

Administrators local group membership on the computer where the Microsoft Dynamics CRM Web site is
installed.

Folder read and write permission on the Trace and CRMWeb folders, by default located under \Program
Files\Microsoft Dynamics CRM\, and user account %AppData% folder on the local computer.

Read and write permission to the HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MSCRM and
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\services\MSCRMSandboxService subkeys in the
Windows Registry.

CRM_WPG group membership. This group is used for IIS worker processes. The group is created and
the membership is added during Microsoft Dynamics CRM Server Setup.

The service account may need an SPN for the URL used to access the Web site that is associated with it.
Enable Windows Error Reporting
By default, automatic error reporting is not enabled in Microsoft Dynamics CRM. Additionally, Microsoft
Dynamics CRM requires that Windows Error Reporting (WER) be enabled in order to send error reports to
Microsoft. To send error reports generated from the Microsoft Dynamics CRM Web application, W ER must be
enabled on the computer where Microsoft Dynamics CRM Server 2011 is running. Similarly, to send reports
generated from Microsoft Dynamics CRM for Outlook, WER must be enabled where Microsoft Office Outlook
is running.
The option to send WER reports must be enabled for the Microsoft Dynamics CRM organization. This is done
in the Settings area of the Microsoft Dynamics CRM client applications.
 Enable Windows Error Reporting (WER) for the Microsoft Dynamics CRM Web
application
1. On the computer where Microsoft Dynamics CRM Server 2011 is running, start Server Manager. In the
Resources and Support area, click Configure Windows Error Reporting.
2. Select one of the following options:

Yes, automatically send detailed reports

Yes, automatically send summary reports
For more information about these options, see Windows Server Help.
 Enable Windows Error Reporting (WER) for Microsoft Dynamics CRM for Outlook
1. In Control Panel, click Action Center, click Change Action Center settings, and then click Problem
Reporting Settings.
2. Select one of the following options.

Yes, automatically send summary reports

Automatically check for solutions and send additional report data, if needed
For more information about these options, see the Windows Server Help.
Note
You can also configure this setting for users by using Group Policy. For more information
about WER and Group Policy, see the Windows Server Help.
8
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
Chapter 2: Operating Microsoft Dynamics CRM
 Turn on automatic Web application error reporting for the organization
1. In the Microsoft Dynamics CRM client application Settings area, under System, click Administration,
and then click Privacy Preferences.
2. In the Privacy Preferences dialog box, on the Error Reporting tab, select Specify the Web application
error notification preferences on behalf of users.
3. Select the option Automatically send an error report to Microsoft without asking the user for
permission, and then click OK.
Tracing
In Microsoft Dynamics CRM 2011, you can create trace files that monitor the actions that are performed by
the server and client applications. Trace files are helpful when you have to troubleshoot error messages or
other issues in Microsoft Dynamics CRM.
Caution
Trace files may contain sensitive or personal information. Use discretion when you send trace
files to other people, or when you give other people the ability to view the information that a
trace file contains.
When you turn on tracing it can significantly affect performance of the application. We
strongly recommend that you only turn on tracing for troubleshooting issues and turn off
tracing after the issue is resolved.
For more information about tracing in Microsoft Dynamics CRM 2011, see How to enable tracing in Microsoft
Dynamics CRM (http://go.microsoft.com/fwlink/?linkid=112439).
To turn on deployment-wide trace settings, run the following commands, in the order provided, from the
Windows PowerShell console on the computer where Microsoft Dynamics CRM Server 2011 is running:
PS
PS
PS
PS
>
>
>
>
Add-PSSnapin Microsoft.Crm.PowerShell
$trace = Get-CrmSetting TraceSettings
$trace.Enabled = 1
Set-CrmSetting $trace
To turn off tracing, run the following commands from the Windows PowerShell console:
PS
PS
PS
PS
>
>
>
>
Add-PSSnapin Microsoft.Crm.PowerShell
$trace = Get-CrmSetting TraceSettings
$trace.Enabled = 0
Set-CrmSetting $trace
Enable tracing for Microsoft Dynamics CRM Reporting
Extensions for SQL Server Reporting Services
In Microsoft Dynamics CRM 2011, you can create trace files that monitor the actions that are performed by
Microsoft Dynamics CRM Reporting Extensions for SQL Server Reporting Services. Trace files are helpful
when you have to troubleshoot error messages or other issues in <crm_report_ext_shortest>.
Caution
Trace files may contain sensitive or personal information. Use discretion when you send trace
files to other people, or when you give others the ability to view the information that a trace file
contains.
When you turn on tracing it can significantly affect performance of the application. We
strongly recommend that you only turn on tracing for troubleshooting issues and turn off
tracing after the issue is resolved.
You can enable tracing for <crm_report_ext_shortest> in two ways:
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
9
Chapter 2: Operating Microsoft Dynamics CRM

Using registry values:
a. On the computer where you have installed <crm_report_ext_shortest>, locate and then click the
following registry subkey: HKEY_LOCAL_MACHINE\SOFTWARE\MICROSOFT\MSCRM
b. Set the following registry values:
 TraceEnabled = 1
 TraceDirectory = <directory path where traces will be stored>
You can also set other row values like TraceCategories, but they already have defaults.
c. Restart SQL Server Reporting Services.

Using deployment properties:
a. Go to the DeploymentProperties table in the Configuration Database.
b. Locate the row with the value "TraceEnabled" and set its "BitColumn" column’s value to "True".
Other row values like TraceCategories, TraceDirectory already have default values, but you can
change these values.
You will start seeing the traces in the directory specified in the TraceDirectory row in the
DeploymentProperties table.
c. Restart SQL Server Reporting Services.
Registry settings take precedence over deployment properties. If there are any invalid entries in the registry,
for example, and TraceDirectory does not exist, the deployment properties are used.
Important
Traces will not be generated if the folder specified in TraceDirectory does not exist.
Microsoft Dynamics CRM Server 2011 Known Issues
This section describes Microsoft Dynamics CRM Server 2011 known issues.
An "A failure was encountered while launching the process serving
application pool 'CRMAppPool'" message is logged in the Application log
This error message may be recorded when you configure the CRMAppPool application pool for a domain
account user that does not have sufficient permission. For information about how to grant sufficient
permission, see Change a Microsoft Dynamics CRM service account.
A "Server Error in '/' Application" error message appears when you try to run a
report in a multi-tenant deployment
You may receive this error message when you try to run a report in a multi-tenant deployment on a newly
created organization. This can occur when the following conditions are true:

You create an organization in addition to the default organization.

You specify a computer running SQL Server Reporting Services that is different than the SQL Server
Reporting Services that is specified for the default organization.
You must specify the same computer that is running SQL Server Reporting Services for the new organization
that you specified for the default organization. Multiple SQL Server Reporting Services computers within the
same Microsoft Dynamics CRM Server 2011 deployment are not supported. However, running multiple SQL
Server Reporting Services computers in a network load balancing cluster configuration is supported.
To work around this issue, you must specify and use a single SQL Server Reporting Services computer for
the deployment.
10
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
Chapter 2: Operating Microsoft Dynamics CRM
"Failure: The SQL Server '{0}' is unavailable" error message when you try to
create an organization
You may receive this error message when you try to create an organization by using the Deployment
Manager.
This issue may occur when you have configured the default security policy by using the Security
Configuration Wizard on on the computer where the instance of SQL Server is running that maintains the
configuration database.
To work around this issue, turn on network discovery on the computer where the instance of SQL Server is
running.
 Turn on network discovery
1. Start Control Panel, and then click Network and Sharing Center.
2. Click Change advanced sharing settings.
3. Expand Domain, and in the Network discovery area, click Turn on network discovery.
4. Click Save Changes.
“External Error – No such object on server” error message when you try to
enable a user
You may receive this error when the following conditions are true:
1. You disable a Microsoft Dynamics CRM user.
2. You delete the associated Active Directory directory service account for the Microsoft Dynamics CRM
user.
3. You add a new Active Directory account that uses the same name as the original Active Directory
account.
4. You try to enable the Microsoft Dynamics CRM user.
To work around this issue, follow these steps.
 Add a Microsoft Dynamics CRM user that was previously deleted from Active
Directory
1. Create an Active Directory user account that will only be used as an interim step to resolve this issue. For
example, you can name the Active Directory user account tempuser. For information about how to create
a new Active Directory user, see Active Directory Users and Computers Help.
2. In Microsoft Dynamics CRM, in the Settings area, click Administration, and then click Users to locate
and open the User form for the Microsoft Dynamics CRM user that cannot be enabled.
3. Click Enable. When you receive the error message, click OK to be able to edit the form.
4. Type the Active Directory user account that is only used to resolve this issue, such as tempuser, press
the Tab key, and then click Save.
5. Click Enable.
6. Type the Active Directory user account that you were unable to select before, press the Tab key, and
then click Save.
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
11
Chapter 2: Operating Microsoft Dynamics CRM
Microsoft Dynamics CRM mobile issues when you use AD FS 2.0
The following topics describe issues that may occur when you use Microsoft Dynamics CRM mobile that is
configured to use AD FS 2.0.
You cannot sign out of Microsoft Dynamics CRM when you use a mobile device
When you use a mobile device and sign out of Microsoft Dynamics CRM, the sign out screen does not
indicate that the sign out has completed. This issue can occur when the following conditions are true:

You use a mobile device, such as a Blackberry Curve.

The Microsoft Dynamics CRM deployment is configured to use AD FS 2.0 authentication.
For information about how to resolve this issue, see the "Customize Mobile Express for Microsoft Dynamics
CRM" topic that is in the Microsoft Dynamics CRM SDK (http://go.microsoft.com/fwlink/?LinkID=200082).
Some application pages do not display completely when viewed by mobile users
Some pages, such as the sign-in and sign-out pages presented to external mobile device users through an
Internet-facing deployment, cannot be completely viewed. Additionally, these pages cannot be read by
screen reading software.
For information about how to resolve this issue, see the "Customize Mobile Express for Microsoft Dynamics
CRM" topic that is in the Microsoft Dynamics CRM SDK (http://go.microsoft.com/fwlink/?LinkID=200082).
The computer that is running SQL Server 2008 R2 indicates 100% CPU
utilization
This issue occurs because the Ghost Cleanup task uses 100% of the CPU on an idle system in SQL Server
2008. To resolve this issue, apply the following update that is most appropriate for you.
Cumulative Update package 1 for SQL Server 2008 R2 (http://go.microsoft.com/fwlink/?LinkID=205497)
Cumulative update package 7 for SQL Server 2008 Service Pack 1
(http://go.microsoft.com/fwlink/?LinkID=206799)
Using Windows PowerShell to perform Microsoft Dynamics
CRM deployment and administration tasks
You can use Windows PowerShell cmdlets and the Deployment Manager to perform deployment and
administration tasks. You can also use the methods that are described in the Microsoft Dynamics CRM SDK
to perform these tasks. The cmdlets are installed on the computer when you install a Full Server role or
where you install the Deployment Tools server role, if you are installing individual server roles.
For more information about the Windows PowerShell cmdlets for Microsoft Dynamics CRM see, the Microsoft
Dynamics CRM Deployment Manager Help.
For more information about Windows PowerShell, see Scripting with Windows PowerShell
(http://go.microsoft.com/fwlink/?LinkID=197295).
----------------------- Send Feedback About This Chapter ----------------------
We appreciate hearing from you. To send your feedback, click the following link and type your comments in
the message body.
Note
The subject-line information is used to route your feedback. If you remove or modify the subject line, we may
be unable to process your feedback.
Send Feedback ( http://go.microsoft.com/fwlink/?LinkId=200769)
12
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
Chapter 2: Operating Microsoft Dynamics CRM
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
13
Chapter 3
Backing Up the Microsoft Dynamics CRM System
To recover from any scenario, you must back up all needed information and store a copy off site. A backup
plan should be created and rehearsed for all Microsoft Dynamics CRM components and services to make
sure that, if a disk or other failure occurs, the maximum amount of data is recoverable.
In This Chapter
Backup requirements summary .................................................................................................. 15
Selecting a backup type .............................................................................................................. 16
Backing up Windows Server ....................................................................................................... 16
Backing up Active Directory ........................................................................................................ 16
Backing up SQL Server, including Reporting Services ............................................................... 17
Backing up Microsoft Dynamics CRM Server 2011 .................................................................... 18
Backup requirements summary
Backup requirements vary according to the servers involved. The following table is a summary of what to
back up for Microsoft Dynamics CRM.
Server
What to back up for Microsoft
Dynamics CRM
Comments
Domain controller
Full System State
None.
Exchange Server
Backup not required by Microsoft
Dynamics CRM.
Backup may be required for Exchange
Server.
SQL Server
MSCRM_CONFIG
The OrganizationName_MSCRM and
ReportServer databases should have full
database backups and transaction log
backups.
OrganizationName_MSCRM
master
msdb
ReportServer
SharePoint
For databases that are rarely updated,
such as msdb, you may select only full
database backup.
ReportServertempdb
Backups of the master and msdb
databases are not required by Microsoft
Dynamics CRM but should be part of an
overall backup strategy.
Backup recommended if SharePoint
integration is enabled.
If you have enabled SharePoint
integration, we recommend that you back
up the SharePoint databases. For more
information, see the SharePoint
documentation.
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
15
Chapter 3: Backing Up the Microsoft Dynamics CRM System
Server
What to back up for Microsoft
Dynamics CRM
Comments
Microsoft Dynamics
CRM Server 2011
web.config
The web.config file is required only if the
file has been changed from the default
settings.
(Default location: c:\Program
Files\Microsoft Dynamics CRM\CRMWeb)
Windows registry:
HKEY_LOCAL_MACHINE\SOFTWARE\
Microsoft\MSCRM
Windows registry subkey.
Selecting a backup type
Windows Server 2008 supports external and internal hard disks, optical media drives, and removable media
drives. To perform a scheduled backup, as a best practice, use an external hard disk that supports either
USB 2.0 or IEEE 1394.
In Windows Server 2008, you can perform three types of backup:

System state backup, which includes all the files that are required to recover Active Directory.

Critical-volumes backup, which includes all the volumes that contain system state files.

Full server backup, which includes all volumes on the server.
Backing up Windows Server
Windows Server has a backup tool that lets you back up important company data to disk or removable media.
The scheduling capability found in the Backup and Restore Wizard provides data backup for the server itself
and workstations in the small business network. The data backed up includes security information, file and
share permissions, and registry data. For data security, only a member of the Administrators or Backup
Operators group can perform a backup. Individual files and directories on the server can be restored by using
the Backup and Restore Wizard.
Backing up Active Directory
The Backup and Restore Wizard can back up System State data, which includes Active Directory, system
startup files, the Component Services Class Registration database, the registry, and SysVol. Possible backup
locations for System State data include floppy disks, hard disks, removable media, recordable compact discs,
and tapes.
Although we recommend that you back up Active Directory, the only way to avoid data loss is to have multiple
Active Directory domain controllers. Then, if a domain controller fails, the other domain controllers will have a
complete copy of the directory. With a backup, you have data only as recent as your last backup.
Active Directory is a transacted database system that uses log files that support roll-back semantics to make
sure that transactions are committed to the database. The files associated with Active Directory are as
follows:

Ntds.dit. The database.

Edbxxxxx.log. Transaction logs.

Edb.chk. Checkpoint file.

Res1.log and Res2.log. Reserved log files.
16
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
Chapter 3: Backing Up the Microsoft Dynamics CRM System
Ntds.dit grows as the database fills up. However, the logs are of fixed size (10 MB). Any change made to the
database is also appended to the current log file, and its disk image is always kept up to date.
Edb.log is the current log file. When a change is made to the database, it is written to the Edb.log file. When
the Edb.log file is full of transactions, it is renamed to Edbxxxxx.log. (It starts at 00001 and continues to
increment by using hexadecimal notation.) Because Active Directory uses circular logging, old log files are
deleted as soon as they have been written to the database. At any point in time, you will have the Edb.log file
and maybe one or more Edbxxxxx.log files.
The Edb.chk file stores the database checkpoint, which identifies the point where the database engine has to
replay the logs, generally at the time of recovery or initialization.
Res1.log and Res2.log are "placeholders," designed to reserve (in this case) the last 20 MB of disk space.
This gives the log files sufficient room for a graceful shutdown if all other disk space is consumed.
For more information, see:

Backup and Recovery (http://go.microsoft.com/fwlink/?LinkID=190832) (Windows Server 2008)

Administering Active Directory Backup and Recovery (http://go.microsoft.com/fwlink/?LinkID=190829)
(Windows Server 2008)

Backing Up and Restoring Data for Windows Server 2003 (http://go.microsoft.com/fwlink/?linkid=91943)

Server Clusters: Storage Best Practices for Windows 2000 and Windows Server 2003
(http://go.microsoft.com/fwlink/?linkid=91944)

How to use the backup feature to back up and restore data in Windows Server 2003
(http://go.microsoft.com/fwlink/?linkid=91945)
Backing up SQL Server, including Reporting Services
The Backup and Restore Wizard in Windows Server 2008 uses Volume Shadow Copy Services (VSS) to
back up Microsoft SQL Server databases. An alternative solution that can be used while SQL Server runs is
the built-in backup. Use Microsoft SQL Server Management Studio to create a backup of the SQL Server
databases. Then, you can run a backup job from the Backup and Restore Wizard to include database
backups that Reporting Services created. You would schedule the backup routing in Reporting Services to
run first, followed by a backup job run in the Backup and Restore Wizard. For more information about SQL
Server backups, see SQL Server Books Online.
Microsoft Dynamics CRM creates at least two Microsoft Dynamics CRM-specific databases on SQL Server.
In addition, Microsoft Dynamics CRM requires the default master and msdb SQL Server databases for
database services and the default report server SQL Server databases for Reporting Services. The
databases that make up a Microsoft Dynamics CRM system on SQL Server are as follows:

OrganizationName_MSCRM

MSCRM_CONFIG

ReportServer

ReportServertempdb

master

msdb
Note
Your Microsoft Dynamics CRM deployment may include more than one
OrganizationName_MSCRM database.
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
17
Chapter 3: Backing Up the Microsoft Dynamics CRM System
The SQL Server backup plan should address each of these databases to make sure that Microsoft Dynamics
CRM could recover if one, or all, databases fail. If your organization already has SQL Server or another
database application, your database administrator may have a database backup strategy. However, if this is
the first database application in your organization, you can create and maintain scheduled jobs to perform the
necessary backups by using the Maintenance Plan Wizard in Microsoft SQL Server Management Studio. To
start the Maintenance Plan Wizard, in Reporting Services, expand the server, expand the Management
folder, right-click the Maintenance Plans folder, and then click Maintenance Plan Wizard.
Your backup plan for the Microsoft Dynamics CRM databases provides you a backup set that includes a full
database backup and some number of transaction log backups, depending on the Microsoft Dynamics CRM
installation and the frequency with which you determine whether you must have backups. For more
information about backup and restore strategies, see SQL Server Books Online.
For databases that are updated infrequently, such as the msdb database, you might perform only full
database backups. The OrganizationName_MSCRM, MSCRM_CONFIG, and ReportServer databases
should have both full database and transaction-log backups.
Databases on which transaction log backups will be performed must have the Full recovery model database
property set. You can set this property through Microsoft SQL Server Management Studio. For more
information about how to set database properties, see SQL Server Books Online.
Schedule full database backups frequently enough to reduce the number of restores after a failure. For
example, if one day's data loss is acceptable, you can back up the transaction log one time per day, and back
up the database one time per week. If only one hour's maximum data loss is acceptable, you can back up the
transaction log one time per hour. To reduce the number of restores, back up the database one time per day.
To create a database maintenance plan for scheduled backups, run the Maintenance Plan Wizard from
Microsoft SQL Server Management Studio. Select the option to back up the database as part of the
maintenance plan for a full database backup. Select the option to back up the transaction log as part of the
maintenance plan for a transaction log backup.
Your computer that is running SQL Server should also be designed with a level of fault-tolerance that is
correct for a database server. This includes a RAID-5 disk array for your databases and a RAID-1 (mirror) for
your transaction logs. With the correct level of hardware fault-tolerance, restoring from backup should be a
very uncommon occurrence.
For information about the other options available in these maintenance plans, such as where to store the
backups, see the Maintenance Plan Wizard topics in SQL Server Books Online.
For more information about how to back up and restore SQL Server databases, see:

SQL Server Books Online (http://go.microsoft.com/fwlink/?LinkID=190878)

Backing Up and Restoring Databases in the SQL Server (http://go.microsoft.com/fwlink/?linkid=91946)

Optimizing Backup and Restore Performance in SQL Server
(http://go.microsoft.com/fwlink/?linkid=91947)
Backing up Microsoft Dynamics CRM Server 2011
Backing up and restoring the Microsoft Dynamics CRM Server 2011 basically involves the following data:

Microsoft Dynamics CRM Server 2011 database files (explained previously)

Microsoft Dynamics CRM Server 2011 program files

Microsoft Dynamics CRM Web site files
Important
18

For information about how to back up solutions and customizations that have been
implemented outside of the Microsoft Dynamics CRM application, contact your solution
vendor.

We recommend that you keep a record of your current Microsoft Dynamics CRM Update
Rollup level. Therefore, if failure recovery is required, the appropriate Update Rollup can be
reapplied.
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
Chapter 3: Backing Up the Microsoft Dynamics CRM System
By default, all Microsoft Dynamics CRM program files are located in the following folder:
C:\Program Files\Microsoft CRM\
By default, the Microsoft Dynamics CRM Web site files are located in the following folder:
C:\Program Files\Microsoft CRM\CRMWeb
The Solutions feature can be used to export all unmanaged solution customizations such as modified forms,
views, and mappings. The Solutions feature is located in the Customizations area of the Settings area in the
Microsoft Dynamics CRM Web application navigation pane. It is a good practice to export your
customizations before you make changes so that they may be imported back if there is unexpected behavior.
For more information about how to export and import solutions, see the Microsoft Dynamics CRM Help.
----------------------- Send Feedback About This Chapter ----------------------
We appreciate hearing from you. To send your feedback, click the following link and type your comments in
the message body.
Note
The subject-line information is used to route your feedback. If you remove or modify the
subject line, we may be unable to process your feedback.
Send Feedback (http://go.microsoft.com/fwlink/?LinkID=191562)
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
19
Chapter 4
Failure Recovery
To understand the failure-recovery procedures, you must examine several different scenarios to learn how
restoration occurs in each case. For each scenario in this guide, total server failure is assumed. The following
four scenarios contain information that shows the steps to ensure successful recovery.
In This Chapter
Scenario A: SQL Server failure ................................................................................................... 21
Scenario B: Microsoft Dynamics CRM Server 2011 failure ........................................................ 22
Scenario C: Exchange Server failure .......................................................................................... 22
Scenario D: Active Directory failure ............................................................................................ 23
Microsoft Dynamics CRM for Outlook failure recovery ............................................................... 24
Scenario A: SQL Server failure
If the computer that is running Microsoft SQL Server fails, you must restore the databases from backup, and
then reassociate them with the Microsoft Dynamics CRM deployment.
Scenario-A recovery
 To recover from this failure, follow these steps:
1. Install Windows Server 2008 and make sure that the computer is in the same domain as the Microsoft
Dynamics CRM Server 2011. In addition, you should use the same database name and disk structure. If
you change either of these, you must take additional steps to correctly restore the SQL Server
databases.
2. Install SQL Server.
3. If you have a valid backup of the master database, restore that backup. For more information, see
Restoring the master Database (http://go.microsoft.com/fwlink/?linkid=100240) in SQL Server Books
Online.
4. Restore the msdb database. For more information, see Restoring the model and msdb Databases
(http://go.microsoft.com/fwlink/?linkid=100244) in SQL Server Books Online.
5. Restore the MSCRM_CONFIG and OrganizationName_MSCRM databases. For more information about
how to restore databases, see Backing Up and Restoring Databases
(http://go.microsoft.com/fwlink/?linkid=100249).
6. If Microsoft SQL Server Reporting Services and the Microsoft Dynamics CRM 2011 Connector for
Microsoft SQL Server Reporting Services are also installed on the instance of SQL Server, restore the
ReportServer and ReportServertempDB databases. For more information about how to restore
databases, see Backing Up and Restoring Databases (http://go.microsoft.com/fwlink/?linkid=100249).
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
21
Chapter 4: Failure Recovery
7. If you restored the MSCRM_CONFIG database, you must run Microsoft Dynamics CRM Server Setup
and use the Connect to existing databases option on the Specify Deployment Options page. If you did
not restore the MSCRM_CONFIG database and the database is functioning correctly, you can reconnect
the organization database to the system. To do this, in Deployment Manager right-click the organization
and select Disable, right-click the organization again, click Edit Organization, and then change the SQL
Server value in the wizard. For more information about how to edit an organization, see the Deployment
Manager Help.
This scenario is a worst-case situation, that is, total failure of the computer that is running SQL Server. In
other circumstances, such as the failure of a disk, you may only have to restore a single database to recover
the environment.
For more information about failure recovery for SQL Server, see Disaster Recovery Planning (Database
Engine) (http://go.microsoft.com/fwlink/?linkid=100252).
Scenario B: Microsoft Dynamics CRM Server 2011 failure
Most of the Microsoft Dynamics CRM configuration information is stored on the computer that is running SQL
Server. Therefore, the information can be recovered if all, or part, of Microsoft Dynamics CRM Server 2011
fails. Registry entries on the Microsoft Dynamics CRM Server 2011 are recovered when you run repair or
reinstall processes for the Microsoft Dynamics CRM Server 2011 and Microsoft Dynamics CRM 2011
Connector for Microsoft SQL Server Reporting Services.
We recommend that you keep a record of your current Microsoft Dynamics CRM Update Rollup level.
Therefore, if failure recovery is required, the appropriate Update Rollup can be reapplied.
Scenario-B recovery
 If the computer that is running Microsoft Dynamics CRM Server 2011 fails, follow
these steps:
1. Install the operating system on another server and join the same domain as the computer that is running
SQL Server.
2. Install Microsoft Dynamics CRM Server 2011. During Setup, you must select Connect to, and if
necessary, upgrade an existing deployment when you are prompted. If Microsoft Dynamics CRM
2011 Connector for Microsoft SQL Server Reporting Services was also installed on the computer that
failed, install the Microsoft Dynamics CRM 2011 Connector for Microsoft SQL Server Reporting Services
after Microsoft Dynamics CRM Server 2011 is completed.
3. If the ISV.config and web.config files have been changed from their default settings, restore these files
from backup.
4. Publish all customizations. For information about how to publish customizations, see the Microsoft
Dynamics CRM Help.
Scenario C: Exchange Server failure
The process to restore a Microsoft Exchange Server computer that is used by Microsoft Dynamics CRM
depends on the other uses of that instance of Exchange Server. Except for the forward mailbox, Microsoft
Dynamics CRM does not directly use Exchange Server mailboxes.
Note
Installing the E-mail Router on a computer that is running Exchange Server is not required.
Scenario-C recovery
 To restore Exchange Server in a Microsoft Dynamics CRM environment, follow
these steps:
22
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
Chapter 4: Failure Recovery
1. Restore Exchange Server.
2. If the E-mail Router was installed on the computer that is running Exchange Server, reinstall the E-mail
Router.
3. Restore the Microsoft.Crm.Tools.EmailAgent.xml file. By default, this file is located in the Drive:\Program
Files\Microsoft CRM Email\Service folder. If this file is not available, you must reconfigure the profiles,
settings, users, queue, and forward-mailbox information by running the E-mail Router Configuration
Manager.
For more information about how to restore Exchange Server 2003, see:

How to Back Up and Restore an Exchange Computer by Using the Windows Backup Program
(http://go.microsoft.com/fwlink/?linkid=100257)

Disaster Recovery Includes Metabase Backup and Restore
(http://go.microsoft.com/fwlink/?linkid=100259)

How to Recover or to Restore a Single Mailbox in Exchange Server 2003
(http://go.microsoft.com/fwlink/?linkid=100261)

Microsoft Exchange Server 2003 technical library (http://go.microsoft.com/fwlink/?linkid=100262)
For more information about how to restore Exchange Server 2007, see:

Single Mailbox Recovery (http://go.microsoft.com/fwlink/?linkid=100271)
For more information about Exchange Server 2010 back up and recovery see:

Understanding Backup, Restore and Disaster Recovery (http://go.microsoft.com/fwlink/?LinkID=194594)
Scenario D: Active Directory failure
In most environments, it is highly unlikely that Active Directory will fail on its own, because more than one
Active Directory domain controller should be installed.
Scenario-D recovery
 To recover from a failed domain controller, follow these steps:
1. Reinstall the Windows Server 2008 operating system.
2. Perform a system state restore.
Make sure that you have a method for recovering from an Active Directory failure. Regardless of the size of
your environment, you should consider having multiple domain controllers with regular backups of the system
state. If your backups are not current, any data that belongs to Microsoft Dynamics CRM objects in Active
Directory will be orphaned in SQL Server and therefore will be unrecoverable. Any changes that are made in
Microsoft Dynamics CRM, such as adding new Microsoft Dynamics CRM users or queues, requires that
Active Directory is backed up immediately after the change.
One major problem can occur with Active Directory that stops Microsoft Dynamics CRM from functioning. If
an administrator unintentionally deletes the organizational unit (OU) that corresponds to a Microsoft
Dynamics CRM deployment, it becomes inoperable. Similarly, if any of the OU security groups that are
created by Microsoft Dynamics CRM are deleted (such as PrivUserGroup, ReportingGroup,
PrivReportingGroup, or SQLAccessGroup), Microsoft Dynamics CRM will no longer function correctly. In
either of these events, an authoritative restore of Active Directory restores the deleted OU, and security
groups, to their original state.
Important
If you cannot restore an Active Directory backup, you can create new security groups by
reinstalling Microsoft Dynamics CRM Server 2011 as a new deployment. After the installation
is complete you can import the organization databases.
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide
23
Chapter 4: Failure Recovery
For more information about Active Directory backup and recovery, see Steps for Backing Up and Recovering
AD DS (http://go.microsoft.com/fwlink/?LinkID=192989).
Microsoft Dynamics CRM for Outlook failure recovery
Microsoft Dynamics CRM for Microsoft Office Outlook with Offline Access includes functionality that uses
Microsoft SQL Server Express. This enables Microsoft Dynamics CRM users to work offline with data
synchronized to SQL Server when Microsoft Dynamics CRM for Outlook with Offline Access is brought online
again.
In some cases, Microsoft Dynamics CRM users may want to back up the local Microsoft SQL Server Express
database. This is especially useful when Microsoft Dynamics CRM users are offline for prolonged periods.
The following table indicates different methods that can be used for backing up Microsoft Dynamics CRM for
Outlook with Offline Access.
Backup Method
What to Back Up for
Microsoft Dynamics CRM
Comments
Offline backup
Contents of Microsoft Dynamics CRM
data directory. Default location is:
Before you start the backup,
make sure that the SQL
Server (CRM) service is
stopped. Restart the service
after the backup is complete.
SystemDrive:\Program Files\Microsoft
Dynamics CRM\LocaleCode\sql\ 5.0
Online backup using
Microsoft tools
MSDE_MSCRMbuildnumber.mdf
Online backup using
non-Microsoft tools
MSDE_MSCRMbuildnumber.mdf
Use SSMSE or sqlcmd.exe
(a command-line tool) that is
MSDE_MSCRMbuildnumber_log.LDF
available for download.
Look for tools that are
compatible with Microsoft
MSDE_MSCRMbuildnumber_log.LDF
SQL Server Express.
Microsoft SQL Server Management Studio Express (SSMSE) provides a graphical management tool for
Microsoft SQL Server 2008 Express Edition that includes backup and recovery features. You can download
SSMSE and sqlcmd.exe at Microsoft SQL Server 2008 Management Studio Express
(http://go.microsoft.com/fwlink/?LinkID=190929).
If there is a problem with Microsoft Dynamics CRM for Outlook with Offline Access before the user can
reconnect to the server, the backup can be used to restore Microsoft Dynamics CRM functionality to the
client. Outlook should be in offline mode before you restore the backup. When restored, you can then
connect to the Microsoft Dynamics CRM Server 2011 (online mode). The data not already on the server will
be transferred to the server from the client. Be careful when reconnecting to the server. If you restore from an
outdated backup, the existing data on the server may have subsequently changed. However, neither
Microsoft SQL Server Express nor SQL Server recognizes this fact. Therefore you run the risk of overwriting
current data on the server by using older data from the offline client backup.
----------------------- Send Feedback About This Chapter ----------------------
We appreciate hearing from you. To send your feedback, click the following link and type your comments in
the message body.
Note
The subject-line information is used to route your feedback. If you remove or modify the
subject line, we may be unable to process your feedback.
Send Feedback (http://go.microsoft.com/fwlink/?LinkID=190879)
24
Microsoft Dynamics CRM 2011 Operating and Maintaining Guide