Performance
Client-facing Capacity IQ® and Capacity IQ® XT Performance Troubleshooting
This guide is for technical support engineers who troubleshoot performance issues in Capacity IQ® and Capacity IQ® XT. It helps identify, isolate, and resolve performance problems affecting users.
Where you can find this feature: This troubleshooting process is used when clients report performance issues with Capacity IQ® and Capacity IQ® XT.
How Performance Troubleshooting Works
Functionality
Performance troubleshooting involves several steps to identify and resolve issues affecting Capacity IQ® and Capacity IQ® XT. The process includes verifying and defining the problem, isolating the problem, identifying the cause, and justifying a solution.
Workflows
Steps 1 and 2: Verify and Define the Problem
When did the issue begin?
Determine the start time to target logs and recent changes.
Have any recent changes been made to any server in the client's environment?
Check for changes on all server tiers (App, Web, Gateway/Mobile, SQL).
Is this affecting all users or just some?
If only certain users are affected, consider client-side concerns such as network type, browser configurations, workstation requirements, user configurations, or specific XT consoles.
Is the site slow overall, or is the slowness encountered only when performing specific actions or loading certain pages?
Note specific actions for reproduction or overall slowness for general investigation.
Step 3: Isolate the Problem
Check for hung services, lack of sufficient disk space, or a bad configuration.
Review resource usage on each box (CPU, RAM, HDD space).
If CPU is consistently over 90% or at 100%, use task manager to identify the process consuming CPU.
Set up a Performance Monitor if resource issues are not happening at the time of connection.
Application Server
Review Event Viewer Application, System, and TeleTrackingLog for error and warning activity.
Web Server
Check IIS Logs and HTTPERR logs for client request spam, slow HTTP calls, or timeouts. Look for HTTP status codes (200s and 300s are okay; 400s and 500s are errors).
SQL Server
Review Event Viewer Application, System, and SQL Server logs for error and warning activity. Check all system resources and review SQL Best Practices.
Step 4: Identify the Cause
Application Server
Stopped or hung services: Ensure all XT services are started.
Database disconnects: Restart services after authorization.
Resource Consumption: Monitor high CPU states and low disk space.
Other software (AV, VM Snapshots): Exclude Capacity IQ® XT directories from file scans or schedule snapshots during off-hours.
Web Server
Client request spam: Look for large blocks of the same call over time from the same client IP.
Slow calls and timeouts: Use the time-taken column in IIS logs to observe HTTP call durations.
Hung or stopped application pool: Check App Pool Recycle settings.
SSL/TLS configuration: Verify SSL settings and certificates.
Resource Consumption: Monitor the IIS worker process (w3wp.exe) for high CPU usage.
Network Issues: Ensure proper configuration of webfarms and load balancers.
SQL Server
Query processing speed: Use SQL Server Profiler or Extended Events to trace slow sprocs.
XT table size: Count rows in tables associated with slow queries.
Best Practices: Ensure SQL Server meets best practices.
Resource Consumption: Monitor sqlserver.exe for high resource usage.
Steps 5 and 6: Justifying a Solution and Resolving the Issue
After completing the investigation, justify a solution and resolve the issue. Possible actions include service restarts, IIS resets, system reboots, or other necessary actions.