Troubleshooting overall mid tier performance issues
Actions processed by the mid tier and the resource available on the mid tier might impact mid tier performance. This section helps to obtain the appropriate logging and troubleshooting steps to either resolve the problem or create a BMC Support case.
- The overall mid tier performance is slow.
- Mid tier stops responding.
- Performance issue is observed on a specific mid tier.
- Web server process continues to run, however the mid tier does not respond to the requests.
All users connected to the specific mid tier experience the problem.
Perform the following steps to troubleshoot the overall mid tier performance issues:
|1||Review the configuration.|
Verify the mid tier and AR server configuration. For more information, see .
Determine the frequency of the performance issue.
Analyze when the performance issue occurs? At the start-up or after running for a predictable interval?
Enable logs and reproduce the issue.
To understand the behavior of the Java Virtual Machine (JVM) supporting the mid tier, perform the following steps:
|4.||Disable the logging|
Remember to disable the logs from each mid tier and AR System server, on which logging was enabled.
Collect the logs
Copy the logs to another location where you can review them so that they do not get overwritten.
The logs may be large depending on volume of activity during the logging period.
Collecting mid tier logs and thread dumps
Zip up all logs in the log location specified on the Log Settings page of Remedy Mid Tier Configuration Tool.
<Installation directory>\BMC Software\ARsystem\midtier\logs
For Linux, the default location is as follows:
For more information, see mid tier and webserver configuration files.
Create a BMC Support Case
Collect and send logs and detailed information when creating a case with BMC Support:
|8||Analyze the logs|
You can review the logs for error messages or behaviors.
Use the table below to troubleshoot based on your symptoms and error messages
After you determine a specific symptom or error message, use the following table to identify the solution:
Mid tier 9.x might stop responding due to logs
|Mid tier version 9.1.03 or later||Disable the Internal log category on the Log settings page of Remedy Mid Tier Configuration Tool.|
See the knowledge article
|Sync cache feature causes server lockup or performance issues||Mid tier 9.1.02 or earlier||Upgrade to mid tier 9.1.03 or later.|