TrueSight console loading and performance issues

The TrueSight Presentation Server console also known as TrueSight console is hosted on the Presentation Server.

This troubleshooting topic helps you to troubleshoot the problem or to collect the appropriate log data to create a BMC Support case.


Symptom

Solution

Unable to load TrueSight console in most of the cases when there is a new installation or configuration changes for load balancer.

  • Make sure the port connectivity from the user's browser to TrueSight Presentation Server and RSSO server is available for HTTP/HTTPS communication.
  • The TrueSight console might not be displayed or loaded because of one of the configuration discussed here . 

  • Incoming requests are blocked due to CSRF filter in Truesight.log located at TrueSightPServer\truesightpserver\logs

    Below exception can be found 

    [https-jsse-nio-8043-exec-4] c.b.t.s.c.CSRFHeaderRefererCheckFilter CSRF Filter - Header Referer is not matched. Blocking the call for TSPS UI console !!! 
  • Masking TrueSight Presentation Server hostname via reverse proxies in case TrueSight Presentation Server URL is published over internet.
  • Slow performance of the TrueSight console.
  • If you find similar exception in the Truesight.log, it's most likely due to one of the browser client connection ( Server, Load-balancer, Proxy) is not added in the alias list. The TrueSight Presentation Servervalidates all incoming requests to prevent CSRF attacks. Refer to the general troubleshooting here.

  • If you are uncertain about proxy host click here to know more about disabling the filter. Disabling the CSRF filter might also improve the UI performance. However, BMC recommends not disabling the CSRF filter.

Intermittent: TrueSight console stops responding for a short duration.

  • RSSO agent logs located at
    TrueSightPServer\truesightpserver\modules\tomcat\logs\rsso-agent.0.log  has below exceptions

    Intermittent Thread_332 com.bmc.rsso.agent.RSSOFilter.doFilter(): RSSO server is not responding or is not available. Error: 'SSO Service: Error connecting to SSO server'
    com.bmc.rsso.sdk.exception.SSOUnavailableException: SSO Service: Error connecting to SSO server

  • Truesight.log located at
    \TrueSightPServer\truesightpserver\logs has similar exception

    c.b.t.a.u.m.t.AbstractSHMTracker SSO is not available for 1 times.However, in the next attempt connectivity seems fine or restored.


  • Check if the RSSO server processes are running.
  • Confirm if network connectivity is fine between TrueSight Presentation Serverand RSSO server.
  • Make sure there is no intermittent connectivity issue between TrueSight Presentation Serverand RSSO server load balancer or RSSO server itself.
  • Provided exception can occur in case RSSO server is busy and unable to process any new requests. As a quick workaround, try restarting the RSSO application server, if possible.

In the following few scenarios blank screen is displayed on the TrueSight console:

  • If you apply any one of the TrueSight Presentation Server feature pack , fix-pack, hot-fix, or diagnostic-fix.
  • If you have recently upgraded TrueSight Presentation Server.
  • If you have performed OS patching or rebooting.
  • High-Availability failover.
  • Disaster recovery failover.

Do one of the following:

  • Clear your browser cache.
  • Perform a forced reload of the affected page (Ctrl + F5).
  • Try log in through incognito mode in browser.
  • Also make sure there are no manual backup directories created under
    • (Windows) installationDirectory\truesightpserver\modules\tomcat\webapps
    • (Linux) installationDirectory/truesightpserver/modules/tomcat/webapps
  • If the same issue persists, perform the following steps discussed here.

Diagnosing and reporting an issue

Task

Action

Steps

Reference

1

Troubleshoot


If console is not responding or observing slow performance after performing certain actions inTrueSight console, do the following:

  • Make sure that you have optimized the entries in patrolagent_pcfgtl table. For more details, refer to this (000335333)Knowledge Article.

  • If the resource utilization on TrueSight Presentation Serveris very high, restarting TrueSight Presentation Servermight help. However, if the issue persist, collect the information described in Task 2 and report to BMC Support.

2

Collect diagnostics and report to BMC Customer Support



  • Enable below debug, and wait for 5-10 mins

tssh logger debug on -n AppContextApplication
tssh logger debug on -n TsimAudit
tssh logger debug on -n com.bmc.sas.ngp.service.message.impl
tssh logger debug on -n ROOT
tssh logger debug on -n UserEntityNotification
tssh logger debug on -n UserAccount
tssh logger debug on -n UserManagement

  • Share the TrueSight Presentation Serverdump file by running the tssh dump export command.
  • Collect issues and review the Health Check Tool output using latest utility.
  • Capture the relevant screenshots.
  • Network debug capture using native browser functionality.
  • Collect the nestat command output from TrueSight Presentation Server.
    e.g., nestat -ano on Windows


  • You can download the TrueSight Health Check Tool from FTP location or from the Knowledge Article number 000223338.


Related topics

TrueSight console is not displayed

Blank screen displayed on the console

Slow performance of the TrueSight console


 

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