This documentation applies to the 8.1 version of Remedy IT Service Management Suite, which is in "End of Version Support." You will not be able to leave comments.

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Troubleshooting performance issues and outages

If you are experiencing intermittent or widespread performance issues or outages, you can assist BMC Support with resolving your issues by collecting and providing the data described in this topic to BMC Support.

This topic contains the following information:

Network health and configuration data

If you are experiencing performance issues, provide the following data to BMC Support:

  • HTTP trace logging data from Fiddler
  • Network response data
  • Identity of your Internet Service Provider (ISP)
  • Physical location of affected users

To collect HTTP trace logging data from Fiddler

  1. Download and install the Telerik Fidder 2.x web debugging proxy from
  2. Open Fiddler.
  3. Select Tools > Fiddler Options, and ensure that the following items are checked on the HTTPS tab:
    • Capture HTTPS CONNECTs
    • Decrypt HTTPS traffic
    • Ignore server certificate errors
  4. Open Microsoft Internet Explorer (IE) on the local desktop and clear out all temporary internet files in the cache. If you are using IE 8 or later, go to Tools > Delete Browsing History... and ensure that the Preserve Favorites website data check box is not selected.
  5. Open BMC Remedy Mid Tier (in IE), log on to BMC Remedy OnDemand, and perform the activity that is causing performance issues.
    Fidder logging should show output corresponding to your actions.
  6. After the test is completed, switch to Fiddler and perform the following actions:
    1. Select Edit > Select All and File > Save > Sessions> in ArchiveZip.
    2. Send BMC Support the resulting .saz file.

To collect network response data

BMC requires that you collect a baseline set of data when network behavior is acceptable, and another set of data when network behavior is unacceptable. If network behavior is repeatedly unacceptable, collect multiple sets of data.

The following procedure describes how to collect network data at the TCP and HTTP layers from a client machine (hosting the browser) in the affected regions and send the data to BMC Support.

Depending on the PATH setting and permissions for the user, an administrator might need to set up the environment.

  1. Go to
  2. From the right side of the page, download the http-ping.exe file. 
  3. Copy the downloaded binary from step 2 to the C:\Windows\System32 directory.
  4. Create a folder named BMCNetworkData in a location of your choosing.
  5. Save the file and extract the tcp_http_ping.bat file to this same folder.
  6. Modify the .bat file as outlined in its comments.
  7. Double-click the .bat file to run the data collection.
    A command shell opens and runs for about 1 minute.
  8. When the data collection is done, you will find a file named pingdata.txt, which is the reference data set, in the same folder.
  9. Forward pingdata.txt to BMC Support by using a support ticket.
  10. Whenever you experience a slowdown, repeat steps 7 through 10.

Workstation configuration data

The following data for a few workstations is required only if a performance issue is widespread:

  • Browser vendor, version, and patch level (for example, IE 8.0, Mozilla Firefox 30.0)

  • Random samples of the amount of memory on the workstations

  • Random samples of the amount of memory used by the browser during the performance slowdown

  • Whether the desktop OS is 32-bit or 64-bit, and the version (for example, Windows XP, Mac OS 10.3)


  • Version 11.2 (or later) of Adobe Flash Player has been found to be the most stable and efficient when compared with earlier versions.
  • Due to browser-side caching, sometimes initial access to BMC Remedy Mid Tier can be slow, and subsequent access faster. The initial slowness typically occurs (if at all) during the first access of the day.
  • Large queries (exceeding 1,000 records) might adversely affect responses in the IE browser.

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