This documentation supports the 9.1 version of Remedy Action Request System.

To view the latest version, select the version from the Product version menu.

Troubleshooting performance issues

When using Developer Studio, you might encounter certain performance issues such as Developer Studio takes a long time to import the .def files or when you import or export a .def file, the import process stops responding. See the guidelines described here to troubleshoot performance issues with Developer Studio. Alternatively, you can create a BMC Support case.

Symptoms

  • Developer Studio takes a long time to import .def files.
  • When you click any list or the All Objects list in AR System Navigator in Developer Studio, it takes 10-15 minutes to expand the list.
  • When you import or export a .def file in Developer Studio, the import process stops responding.

Scope

One or more users might experience the symptoms.

Resolution

Perform the following steps to troubleshoot performance issues with Developer Studio:

StepTaskDescription
1.Review the configuration.Verify that the Java path in the devstudio.ini file is correct. For more information, see the knowledge article 000101704.
2.Unlock the workspace.If Developer Studio terminates abnormally, the workspace directory might get locked. If this occurs, restart Developer Studio to unlock the workspace and to select or create another workspace.
3.Review the Developer Studio configuration.

In the devstudio.ini file, verify that the following items are correct:

  • Java heap size and maximum metaspace size
  • Java path for the -vm option

The following is a sample devstudio.ini file:

-clean

-vm C:\Program Files\Java\<Java_Home_Folder>\bin\javaw.exe 
-vmargs 
-Xms512m 
-Xmx2048m 
-XX:PermSize=64M 
-XX:MaxPermSize=256M 
-XX:+UseCompressedOops 
-Xverify:none 
-XX:+UseConcMarkSweepGC 
-XX:+CMSIncrementalMode 
-XX:+CMSIncrementalPacing

4.

Enable logs.

Enable Java debug logs for Developer Studio.

To know how to enable Java debug logging for the Developer Studio, see Enabling Java debug logging for Remedy Developer Studio or see the knowledge article 000025307.

Note: Enabling Java debug logging creates the javaapi.log file.

5.Collect the logs.

Review the data in the log file to identify any symptoms or error messages.

The log file is located at: Users\Administrator\DeveloperStudio\workspace\.metadata.

Copy the log file to another location and then review it so that it does not get overwritten. The log file might be huge in size depending upon the volume.

See the table to troubleshoot issues based on the symptoms and error messages.

6.Creating a BMC Support case.

Collect and send logs and detailed information when creating a case with BMC Support:

  1. Provide the following information as part of your case:
    • Name of the user who faced an issue with Developer Studio
    • Login information
    • Time when the issue occurred
    • Any error messages received
  2. Include the devstudio.ini file from the \BMC Software\ARSystem\DeveloperStudio folder.
  3. Collect the following log files:
    • arerror.log
    • javaapi.log (See step 4 in this table.)
    • Log file from the Users\Administrator\DeveloperStudio\workspace\.metadata folder.
  4. Attach the log file to your case.
    You can attach a log file of size up to 2 GB. You can also upload the file on FTP. For more information, see How to use BMC's Managed File Transfer (MFT) to send log files to BMC Support to comply with GDPR policies.
7.Analyze the log file.You can review the log file to identify error messages or behaviors. See the table to identify the possible symptoms and solutions.

After you determine a specific symptom or error message, use the following table to identify the solution:

SymptomLocationActionReference
When you click any list or the All Objects list in AR System Navigator in Developer Studio, it takes 10-15 minutes to expand the list.On screen

Clear the Developer Studio cache and retry expanding.

KA000120931

Related topic

Contacting Support

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