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Control 2.4: Business Continuity and Disaster Recovery - Troubleshooting

This playbook provides troubleshooting guidance for Control 2.4.

Common Issues and Solutions

Issue Symptoms Root Cause Solution
DR environment out of sync DR agents don't match production version Sync pipeline failure Check pipeline logs, verify permissions, manually sync
Connection failures in DR Agents can't connect to data sources DR connection references not configured Update connection references for DR region
Backup pipeline failures Scheduled backups not completing Service connection expired Renew credentials, test manual backup
RTO target not met DR activation exceeds time target Manual steps too slow Automate runbook, increase DR env tier

Detailed Troubleshooting

Issue 1: DR Environment Out of Sync

Symptoms: DR agents don't match production version

Resolution:

  1. Check sync pipeline execution logs
  2. Verify service connection permissions
  3. Manually import latest solution: 
    # Export from production
pac solution export --name "AgentSolution" --path ".\backup.zip" --managed true

# Import to DR
pac auth create --environment "https://org-dr.crm.dynamics.com"
pac solution import --path ".\backup.zip"
  4. Adjust sync schedule if needed
  5. Enable alerting for sync failures

Issue 2: Connection Failures in DR

Symptoms: Agents can't connect to data sources in DR

Resolution:

  1. Verify connection references updated for DR:
  2. Navigate to DR environment in Power Apps
  3. Check Settings > Connection References

  4. Update each reference to use DR-region connection

  5. Check service account permissions:

  6. Verify service accounts exist in DR region
  7. Confirm appropriate roles assigned

  8. Test individual connector authentication

  9. Validate network connectivity:

  10. Confirm DR environment can reach data sources
  11. Check firewall rules for DR IP ranges

  12. Verify VPN/ExpressRoute configuration

  13. Update OAuth tokens if expired:

  14. Re-authenticate connections in DR environment

  15. Configure token refresh automation

  16. Test individual connectors:

  17. Create test flow to validate each connector
  18. Document working configurations

Issue 3: Backup Pipeline Failures

Symptoms: Scheduled backups not completing

Resolution:

  1. Review pipeline error logs:
  2. Check Azure DevOps pipeline run history
  3. Identify specific task that failed

  4. Review error messages

  5. Check service connection expiration:

  6. Navigate to Project Settings > Service connections
  7. Verify Power Platform connection is valid

  8. Renew credentials if expired

  9. Verify storage account accessibility:

  10. Confirm storage account exists and is accessible
  11. Check container permissions

  12. Verify network access rules

  13. Validate solution export permissions:

  14. Confirm service principal has Dataverse System Admin role

  15. Check solution is not locked or in use

  16. Test manual backup: 

    pac auth create --environment "https://org.crm.dynamics.com"
pac solution export --name "AgentSolution" --path ".\test-backup.zip"

Issue 4: RTO Target Not Met

Symptoms: DR activation exceeds time target

Resolution:

  1. Review and streamline runbook:
  2. Identify slow steps
  3. Remove unnecessary approvals

  4. Parallelize where possible

  5. Pre-stage more configuration in DR:

  6. Keep DR environment current (daily sync)
  7. Pre-configure connection references

  8. Maintain warm standby state

  9. Automate manual steps:

  10. Script DNS/routing changes
  11. Automate notification distribution

  12. Create one-click activation workflow

  13. Increase DR environment tier:

  14. Upgrade from sandbox to production
  15. Increase compute capacity

  16. Enable premium features

  17. Conduct additional training:

  18. Regular tabletop exercises
  19. Document lessons learned
  20. Update runbook with shortcuts

Issue 5: Data Integrity Problems After Restore

Symptoms: Restored agent has missing or corrupted data

Resolution:

  1. Verify backup integrity:
  2. Check backup file size matches expected
  3. Validate ZIP file is not corrupted

  4. Compare solution component counts

  5. Check dependent data:

  6. Verify Dataverse tables restored
  7. Check environment variable values

  8. Confirm configuration data intact

  9. Restore from alternate backup:

  10. Identify last known good backup
  11. Restore to test environment first
  12. Validate before production restore

Issue 6: Failback Data Conflicts

Symptoms: Changes made in DR conflict with primary data

Resolution:

  1. Document DR operation period:
  2. Note start/end times
  3. Identify transactions processed in DR

  4. Catalog configuration changes

  5. Export DR state before failback:

  6. Solution export from DR
  7. Data export if applicable

  8. Screenshot key configurations

  9. Merge changes carefully:

  10. Import DR changes to primary
  11. Resolve conflicts manually

  12. Test merged state thoroughly

  13. Consider forward-sync approach:

  14. Keep DR as new primary if changes significant
  15. Update DNS permanently
  16. Rebuild old primary as new DR

Escalation Path

If issues cannot be resolved using this guide:

  1. Level 1: IT Operations - Technical issues, pipeline failures
  2. Level 2: Power Platform Admin - Environment configuration
  3. Level 3: AI Governance Lead - Process and compliance issues
  4. Level 4: Microsoft Support - Product-level issues

Updated: January 2026 | Version: v1.2