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.

Related topic

Troubleshooting-Mid-Tier

Symptom

  • Mid Tier performance is not as expected.
  • A specific action such as searching or saving a record is slow.

Scope

One or more users experience the problem.

Resolution

Perform the following steps to troubleshoot the slow user transaction issues:

Step

Task

Description

1

Review the configuration.

Verify the Mid Tier and AR System server configuration.

2

Identify the specific action that is slow and document the steps to reproduce the issue.


Analyze the following:

  • Which action is giving a slow response?
  • How is the action triggered?
  • What is the scope of the problem? Is the problem specific to a user or affects multiple users? Is the problem specific to admin users or non-admin users?

3

Enable logs and reproduce the issue.

To determine the slow transaction, enable the following logs:

  • Detailed Mid Tier logs using SERVLET and PERFORMANCE log categories.
  • For more information, see Enabling-logs-for-Mid-Tier-troubleshooting.
    Detailed Mid Tier logging gives a perspective of the Mid Tier to AR System server processing. You can track the HTTP request to the Mid Tier log and determine if the delay is due to Mid Tier.
  • Enable AR Server API, SQL, and Filter logs.  For more information, see Enabling-server-side-AR-System-logs.
    AR System server logs help you track the activity to the AR System server. This helps analyze if the delay is in the API call, filter, or due to the SQL statement generated by the API call.

Note: Unless you can access a specific Mid Tier and a specific AR System server, you must enable the Mid Tier logging on all user facing Mid Tiers and AR System servers that are behind a load balancer.

4.

Disable logging.

To disable logging, follow the steps as described in Enabling detailed Mid Tier logging and Enabling-server-side-AR-System-logs.

Remember to disable the logs from each Mid Tier and AR System server, on which logging was enabled.

6

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

Create a zip file of all the logs in the location specified in Mid Tier Config Tool - Log Settings page. 
For Microsoft Windows, the default location is:

C:\Program files\BMC Software\ARsystem\midtier\logs

For Linux, the default location is:

/opt/bmc/ARsystem/midtier/logs

Collecting AR System server logs by using the Support Assistance Tool:

For more information, see Viewing and collecting logs by using the Support Assistant tool.

7

Create a BMC Support Case.

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

  1. Provide the following information as part of your case:
    • Name of the user who performed the search
    • The search criteria used
    • Time when the problem occurred
    • Any error messages that the user received
  2. Collect the logs:
    • Create a zip file of each Mid Tier log set.
    • Create a zip file of eachAR System server log set.
    • Create a zip file of the network capture file (*.har or *.saz file).

  3. Attach the zip files to your case. You can attach files up to 2 GB. You can also upload the files on FTP.
    For more information, see Steps to send logs, files, screenshots, etc to BMC Support for a Remedy Product related case.

8

Analyze the logs.

You can review the logs yourself and try to identify error messages or behaviors.


 

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