Handle 'ISV Code' error message: Where to find Plugin Trace Logs

Objective

For some issues, your system may give you an 'ISV Code' error message (Screenshot). This basically just means "This is not a Microsoft Plugin Error, please check the Plugin Trace Logs to get more information".

To effectively help you with this issue, our support needs those Plugin Trace Logs.

This tutorial shows you how to get them.

Prerequisites

  • You are System Admin

Click Through

  • Start in HR HUB
  • Make sure the Plugin Trace Logs are turned on:
    • Click on the gear wheel icon in the top right corner
    • Select Advanced Settings
    • In the left menu, under System, click on Administration
    • Click on Customization
    • Under Plug-in and custom workflow activity tracing, make sure the option Enable logging to plug-in trace log is set to All (Screenshot)
    • Close the window with Save (only if there were changes made)
  • Go back to your HR system and recreate the error
  • Write down the exact time of the error message
    • You'll need the time stamp to find the relevant trace log
  • Go to the Advanced Settings again
  • In the left menu, under Customization, click on Plug-in Trace Log
  • Find the correct entry in the list by looking at the Execution Start Time column (Screenshot)
  • Open the desired entry
  • Go to the tab Execution
  • The Message block and Exception Details will tell you more about the error message

Hint

  • If you create a Support Ticket in the customer portal, please attach all relevant Plugin Trace Logs to the ticket.
    • As you do so, please be sure to copy & paste the whole text inside the Plugin Trace Log.
      Careful, there may be a scroll bar, it is a lot of text.

Result

This is what the Plugin Trace Log looks like:
Image
HR