Hi Jeanne,
It certainly sounds like you have CRM Onpremise. The following KB article discusses how to enable platform tracing:
http://support.microsoft.com/kb/907490
You can get away with the following three registry keys:
TraceEnabled - DWORD
TraceRefresh - DWORD
TraceCategories - STRING
You will want to set TraceEnabled to 1 then set TraceCategories to *:Error. Once that is set, set TraceRefresh to 1. This will enable tracing. Once you've reproduced the issue, then set TraceEnabled to 0 and then increment TraceRefresh to 2. The big thing to note is that anytime you change any of the tracing registry keys, you have to either increment or decrement the TraceRefresh value in order for those settings to take affect.
Let me know if you have further issues.
EDITED for Error level only. Verbose is not needed in this situation and can cause confusion.