How Solution Health Hub Prevents Downtime in Dynamics 365 Customer Insights Journeys

Have you ever had a journey that suddenly stops triggering? You could swear it worked yesterday, but now it isn’t firing when it should. Maybe you experienced trying to publish a form or a journey and it’s taking forever until it gives you an error that doesn’t give you much information…

I have to admit, I was once (or twice) where you were (or are) and invested time to debug what was happening. Luckily, I got help from Microsoft engineers who recommended this solution—so I’m sharing it with as many people as possible. 😊

What it is: an app in your Dynamics 365 environment that automatically checks the health of installed solutions—including Customer Insights – Journeys—and provides targeted, one-click fixes for common issues. In this post I’ll show you how I use it.

TL;DR:
If journeys stop triggering or publishing fails with unhelpful errors, use the Solution Health Hub. Create a Marketing Rule Set analysis job, let it run (~2 minutes), then click Resolve on failed checks. Re-run until all results are Pass.

Common problems (and why they happen)

I mentioned a few scenarios in the introduction that I’ve solved with Solution Health Hub. Other common problems include:

• A real-time trigger stopped working, with no visible error.
• An upgrade fails because background processes are owned by disabled users.
• SMS/push don’t go out because a required security role/profile is missing.
• Journeys configuration records went missing after partial uninstalls/installs.

If you read until here you might be asking yourself: Ok, I have these problems and you’re gonna help me solve them, but why does that happen?

Why this happens: Customer Insights – Journeys has many moving parts (plugins, background processes, application users, roles). If one dependency is missing or misconfigured, the whole publishing/triggering pipeline can stall. Common root causes include:

• Plugin steps or background workflows/flows disabled during imports, upgrades, or cleanups.
• Owners of critical processes are disabled users.
• Key configuration entities missing after partial uninstalls or failed installs.
• MarketingServices app user or roles lack required permissions.
• Direct customizations to OOB components conflicting with managed updates.
• Dataverse hiccups (throttling/network) leaving components partially applied.

How to use the Solution Health Hub

Open the app, create a new analysis job, let it run (≈2 minutes), then review the results and click Resolve where checks failed—easy, right? 😎

I will summarize the most important points in the article, but I’m basing myself in the Documentation provided by Microsoft in this Article 👉 Troubleshoot issues with Solution Health Hub for Customer Insights – Journeys

1) Create a new analysis job

In the app, the default view is Analysis Jobs. Click New, then in the dialog select Marketing Rule Set and click OK.

Once created, it will automatically open the Analysis Job that you just created with status Running. In about 2 minutes (up to ~5 minutes on the first run) it should complete and display results.

2) Go Over the results and resolve failures

Once completed, scroll to the subgrid at the bottom and review the Return Status column:

• For any row with Fail, select it and click Resolve on the ribbon.
• Confirm in the dialog (OK).
• You’ll see Resolution is in progress → then Resolution is completed. 🎉

⚠️ Important: run the analysis job again to confirm everything turns Pass. I’ve had Microsoft engineers explicitly ask for a second pass to be sure.

Recommendations and Tips

✅ Run Solution Health Hub before and after upgrades.
✅ Re-run the analysis until all checks = Pass.
✅ If Resolve isn’t available for CheckIfProcessesOwnedByDisabledUsers, open the analysis result → review Failing Records → reassign those processes to a system/admin user.

Permissions: You’ll generally need System Administrator (or similar admin privileges) to run/resolve across environments.

⚠️ Customization Warning
If you customized out-of-box components, Solution Health Hub resolutions may reapply the Microsoft baseline to the active layer, which can overwrite your changes.
Recommendation: avoid altering OOB components directly; use custom components.

Conclusion

Downtime in Customer Insights – Journeys is not normally caused by you doing something wrong. It’s the complexity of dependencies. As we saw above, a single missing permission, disabled step, or orphaned owner can halt triggers and publishing.

Solution Health Hub is your built-in first-aid kit: it diagnoses, explains, and often auto-fixes issues before they become lost campaigns or late-night fire drills. After you use it a few times, you’ll wonder why you ever debugged this manually.

👉 Next step: run a Marketing Rule Set analysis in your environment. Even if everything is green, you’ll have the peace of mind that your system sits on a healthy baseline—and you’ll know exactly where to look if something breaks.

Have you already used the Solution Health Hub in your projects? I’d love to hear your experiences — email me a comment, tag me on LinkedIn so we can help more teams keep Customer Insights – Journeys running smoothly. 😉