Capture the following data independently of the issue. This data does not require the issue to be occurring when you collect it:
- A Minimum Escalation Requirement (MER) file from the ePO server.
- A copy of the SQL error log files that cover the time frame that the console was unavailable. For help, see Solution 2 in KB90786 - Data to collect for SQL blocking issues
If you are uncertain of how to capture the SQL error logs, SQL error logs typically cover several weeks worth of time. So, they can be collected and reviewed even if the issue is not currently occurring as long as we know when the issue last occurred.
- State with as much detail as possible, exactly what actions you took in the ePO console that lead to the slowness.
For example, if the system tree is the component for which you see slowness, you would say the following:
After logging on to the ePO console, I navigate to Menu, Systems, System Tree. It takes 10 minutes to display the System Tree.
Collect the following data when the console is slow. It is critical that all this data is captured while the issue is occurring:
- Capture the output from the attached SQL query. To make the results more readable, be certain to capture them in SQL RPT format.
For details about how to collect the data, see Solution 1 in KB90786 - Data to collect for SQL blocking issues.
- Capture both of the following as stated in Solution 3 and 4 of KB73309 - How to generate a Java Heap dump or thread dump to troubleshoot an ePO issue:
- Java heap dump on demand using JMAP
- Java thread dumps using jstack
- Capture a memory dump on the tomcat7.exe process.
NOTE: To capture the above, simply right-click the process in Task Manager and select create dump.
- Collect all orion.logs from the ePO server. Debug level logging is not needed unless requested.
- Take a screenshot that displays the CPU/Memory utilization of Apache and Tomcat in Task Manager.
Justification for data requested:
- One cause of console performance issues can be seen with Java memory issues or Java thread hangs. Solutions 3 and 4 of KB73309 - How to generate a Java Heap dump or thread dump to troubleshoot an ePO issue can help with identifying these issues.
- The attached query shows us if we have any blocking going on in SQL, which might lead to a console issue.
- A MER from the ePO server provides more data that might help in understanding the issue.
- Because most ePO console actions involve querying the ePO database, any problems going on with SQL can be a contributing factor. The SQL error log helps us in identifying these issues.
