Verify the Mid Tier and AR System server configuration. See Health check from AR System Mid Tier perspective.

To analyze the JVM supporting the Mid Tier:

1. Take thread dumps during the time of slowness or unresponsiveness. The following options are available:

   • Use jVisualVM to gather thread dumps/heap dumps. See How to enable the Java JVisualVM process to collect logging .

   • For Mid Tier version 9.1.02 or later, use the Thread Dump feature found on the Log Settings page of the Mid Tier  Config Tool. This feature will create 5 separate thread dumps at a set interval. The Mid Tier thread dumps will be stored in the midtier/logs directory on the specific Mid Tier .

   • For earlier Mid Tier  versions, see How to collect thread dumps in midtier without using JMX, jvisualvm or other third party tools .

2. Enable detailed Mid Tier  logs by using the log categories: SERVLET, PERFORMANCE. See Enabling detailed Mid Tier logging .
   Detailed Mid Tier logging connects a specific Mid Tier to the processing AR System server. The HTTP request can be tracked to the Mid Tier log to determine if the delay is in the Mid Tier layer.
3. Enable web server logs. See Gathering webserver logs .

Use similar steps as mentioned in the topic Enabling detailed Mid Tier logging to disable the logging.

Remember to disable the logs from each Mid Tier on which logging was enabled.

Copy the logs to another location where you can review them so that they do not get overwritten. Remember the logs may be large depending on the volume of activity during the logging period.

Mid Tier logs and Mid Tier thread dumps:  Zip the generated thread dumps and all the logs in the location specified on the Mid Tier Config Tool - Log Settings. The default location is C:\Program files\BMC Software\ARsystem\midtier\logs for a Windows based Mid Tier or /opt/bmc/ARsystem/midtier/logs for a Linux based Mid Tier.  

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 executed the action.
   • A description of the slow transaction.
   • The steps to trigger the action beginning at the login process. These steps must be detailed (on a step by step basis), document any data loaded or selected along the way.
   • Error messages received.
2. Gather the logs, thread dumps and config files from step 6 into a zip file.

3. Attach the zip file to your case (up to 2 GB) or FTP the files to BMC. See Steps to send logs, files, screenshots, etc to BMC Support for a Product related case.