Troubleshooting slow user transactions
When you observe that the performance of a specific action is slower than other actions in the mid tier, use this section to obtain the appropriate logging and troubleshooting steps to either resolve the problem or create a BMC Support case.
- Mid tier performance is as expected.
- A specific actions such as searching or saving a record is slow.
One or more users experience the problem.
Perform the following steps to troubleshoot the slow user transaction issues:
|1||Review the configuration.|
Verify the mid tier and AR System server configuration. For more information, see the knowledge article .
Identify the specific action that is slow and document the steps to reproduce the issue.
Analyze the following:
Enable logs and reproduce the issue.
To determine the slow transaction, enable the following logs:
Note: Unless you can access a specific mid tier and a specific AR System server, you need to enable the mid tier logging on all user facing mid tiers and AR Sytsem servers that are behind a load balancer.
|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 the volume of activity during the logging period.
Collecting mid tier logs
Zip up all the logs in the log location specified in Remedy Mid Tier Config Tool - Log Settings page.
C:\Program files\BMC Software\ARsystem\midtier\logs
For Linux, the default location is as follows:
Collecting AR Server logs:
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 yourself to try to identify error messages or behaviors.