Troubleshooting Article - Performance Issues

Overview

This article explains how to correctly troubleshoot issues related to Performance Issues (Slowness, feature outages, etc.). Some of the common symptoms related to this topic are:

• System is slow
• Features are not loading (blank screen)

Workflow

Instructions

Reproduce the issue

You have to reproduce the issue by opening a new instance of the TO DO LIST or checking the performance of the tool while navigating through the system itself. It is convenient to use the steps you followed previously to reproduce the issue, but try going further into the reproduction by Inspecting the Web Page Elements, and making sure you are using a supported browser (To get a list of supported browsers for the last version of CoreTrac, check the ResourceOne System Requirements (Version 4.0) KB Article).

Confirm the list of users that are experiencing this problem

Once the issue has been reproduced, you have to make sure you understand the scope of the issue by consulting how many users are experiencing this problem. For example, if the pool of users is wide enough (like the whole company) then you are experiencing an emergency which is probable related to your servers. In such a case, you can log an urgent ticket with support so we can jump into the issue to correct it as soon as possible. Otherwise, if the scope is just a group of users and it is identified, it will help us to determine the root cause and thus, the possible solution to the problem.

Confirm the system is compliant with the Minimum Requirements to install & run ResourceOne

When it comes to performance, you have to make sure that the server where you install CoreTrac is compliant with the Minimum requirements for a CoreTrac regular installation. If you are going to install the 4.X version, make sure you have the correct number of users and resources on the server. For example, your system requirements when the system is going to be used by Up to 100 users is:

• 1 Quad Core Processors at 2.0 GHz
• 8 GB RAM
• MS Server 2008 on Mirrored Array
• 100 GB of Storage (depending on the size of extracts being processed) on RAID 5 or 10

For more information, check the ResourceOne System Requirements (Version 4.0) KB Article.

Modify your infrastructure

If you discover that your system is not compliant with the minimum requirements for the software to run smooth, then we recommend an update / upgrade of your infrastructure plan.

Depending on the case, it is recommended to either separate (split) the servers so you have one application server that works as web server (where you have the IIS instance & the installation files), and another server that holds the database. This approach has been proven to work in many cases.

Also, it is always good to be over the minimum requirements for a great performance of the product, so the better your hardware is, the better the performance will be.

Run the SQL Indexing Script on a daily basis

There are too many plans out there to keep a clean & indexed database to maximize the performance of SQL Server. Having a maintained database will impact directly in the performance of the whole tool. We recommend reading the SQL index maintenance article for having an idea of what to do to keep SQL Server away from performance issues related to indexing.

Check if the problem continues while using the system from the Server

Try reproducing the slowness in the server where the application is installed. This is a good troubleshooting step to determine if the problem lies within the server itself or if indeed it is related to the user's end.

Check the client's side

If you confirmed that the issue disappears while navigating through the Server where the product is installed, then there is a big change the problem is related to the user's end. In this case, it can be related to several platforms, like the network platform or the Browser's instance. In any case, do a regular troubleshooting session with the user that is reporting the issue just to confirm that he is compliant with the minimum requirements when it comes to Browser type and version, and check the network bandwidth to narrow down the possible root causes. We've had cases where the connection times out due to lack of resources on the server plus the remote location of the user. 

Contact Support

If you got to this point, you already executed all the steps required to troubleshoot if this is an issue related to the user's end or not. In such a case, log a ticket to Support and provide the following information:

• The user(s) that are presenting this behavior.
• A user's without this problem. (if it exists)
• A branch without this problem. (if it exists)
• The troubleshooting steps that you already tried.