2154061 - Troubleshooting SuccessFactors Application Performance Issues

SAP Knowledge Base Article - Public

2154061 - Troubleshooting SuccessFactors Application Performance Issues

Symptom


If you perceive that the SuccessFactors application is performing extremely slow or taking long time to access please submit a case to SuccessFactors Customer Support ASAP  and provide the following information.

1.     Define Issue Type

Connectivity/System unavailable? (cant login or 404 errors etc.) or

Slowness with a specififc page or action? (Eg viewing profile page, or just when we add a goal)  or

Slowness in general using all pages? or Both Slowness and Connectivity?

2.     Defining Issue Contd.

Home Page, Tiles or To-Do List Slow Loading:

Compensation or Varpay

3.     Add Issue Specific Info

3a. If connectivity issue also tell us:

1. Can you log in at this time?

2. Capture and add to your case any errors you are seeing in the browser

3. When did this start?

4. Describe in general how this is affecting you and others:

Note: If no users can login at all, and everyone is locked out, please refer to our System Unavailable solution instead:

3b. If slowness issue also tell us:

1. Is it slow to login?

1a: Average time for login page to load:

2. State other pages or actions where slowness is most noticable (Eg viewing profile page, or adding a goal):

2a. Averge time for page or action to complete:

3. Before this started what was average load time, and how much longer on average is it taking today?

Note: Typically we will not investigate slowness when pages are loading in less than 10 seconds.

While a standard page is tested to load in 3-5 seconds, your pages may contain large employee sets, complex calculations and custom sections. Therefore your pages may be substantially larger or more complex than a standard page. Keeping that in mind page load times could be between 5-10 seconds (sometimes longer for data rich & customized pages).

Tip: Pages that take >20seconds to load might be indicative of a system issue, misconfig issue, or network issue, and should be investigated.

Environment

State in your case if you would like Support to work with you via a webex to gather this information. This is not needed if you are comfortable gathering this yourself.
 

  • Contact Name(s):
  • Company Name & Instance Name:
  • Is this your Test or Production site?
  • Is the problem occurring right now?
  • How many end users are using the system?
  • How many have reported being affected?
  • Are remote offices affected?
  • Which remote offices are affected?

 

Reproducing the Issue

- NA-

Cause

As slowness can be in the cloud/network, or on the client end, it is sometimes difficult for SuccessFactors to replicate or capture the slowness. For this reason please understand why your IT is recommended to help perform tests when the source of slowness is believed to be outside of the SuccessFactors system.

Resolution

  • Customer Success will contact you to arrange a meeting with you and your IT team to gather more in-depth diagnostics based on your initial information.
  • This is a technical process that requires technical skills. We recommend you engage your IT department to have them work with you and Customer Success to gather this diagnostic information.
  • Although system slowness is designated as a critical issue, and SuccessFactors will begin to work on this immediately, please understand that in some situations it can take a few days to fully capture and document the slowness depending on how intermittent the issue may be.
  • It may require running repeated tests over a period of time to sufficiently document the slowness being experienced.
  • Provide below Performance Diagnostics  details

             Note: This is not needed if you are comfortable gathering this yourself.

Step 1:  Collect timestamp from server when encountering latency

Click on “Show version information”  at the bottom of SuccessFactors webpage.

Paste server information / screenshot here

Step 2: General Information:

       i.          Is the latency experienced across all browsers like Chrome, Internet Explorer,  Firefox?

       ii.          Is the latency faced by ALL users?

       iii.          Is the latency faced across ALL locations/offices (if any)?

Step 3: Browser and System settings:

       iv.          Tools - > Internet Options  -> General -> Temporary Internet Files (Browsing History) -> Click Settings Button -> Make sure "Check for newer version of stored pages" is set to "Automatically”.Paste screenshot here

       v.          Tools -> Internet Options -> General à Temporary Internet Files (Browsing History) -> Click Settings Button -> Check Disk Space to use: >100MB (recommended).

Paste screenshot here

      vi.          Tools -> Internet Options -> Advanced à make sure "Use HTTP 1.1" and "Use HTTP 1.1 through proxy connections" are checked.

Paste screenshot here 

      vii.          Tools -> Internet Options -> Advanced -> “Do not save encrypted pages to disk”  should be disabled

Paste screenshot here

      viii.          Tools -> Internet Options -> Advanced -> “Empty Temporary Internet Files folder when browser is closed” should be disabled.

Paste screenshot here

Step 4: Network Troubleshooting:

Ping results from user machine experiencing latency to perfomanagerX.successfactors.com

Paste screenshot here

Trace route (command : tracert)  results from user machine experiencing latency to perfomanagerX.successfactors.com

Paste screenshot here

Does your company use proxy server to connect to internet? If yes, is there any change in latency issue when proxy is bypassed.

Step 5: Collect Httpwatch or Fiddler logs:

Run HttpWatch tool to collect performance data:

    • HttpWatch logs provide the ability to view the interaction between the browser and web site.
    • This information is crucial to the areas of we development as all web development applications make extensive use of the HTTP (or HTTPS for secure sites)
    • Download the HttpWatch app from here: http://download.httpwatch.com/httpwatch.exe

Run Fiddler tool:

Step 6:  Collect data by running below command line tool in Windows. Please unzip attached file and follow instructions specified in “ReadMe.txt”.
The zipped tool is available in the attached template: Performance Troubleshooting CS Template_conf_latest.docx

 Please provide the generated file - "perf_data_YY_MM_DD_TIME.html" to customer support when opening an incident.

 

Keywords

System Slowness Performance Issues Application Issue   , KBA , LOD-SF-FWK-PER , Performance , Problem

Product

SAP SuccessFactors HCM Suite all versions

Attachments

How to Capture Screenshots HttpWatch and GotoMeetings.docx
Performance Troubleshooting CS Template_conf_latest.docx