2570122 - Troubleshooting SAP Jam Performance Issues

SAP Knowledge Base Article - Public

2570122 - Troubleshooting SAP Jam Performance Issues

Symptom

If you perceive that the SAP Jam application is performing extremely slow or taking long time to access please submit a case to SAP Jam Customer Support as soon as possible along with 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, Groups, uploading or downloading contents etc.

  3. Add Issue Specific Info

    3a. If connectivity issue also tell us:

              1. Can you log in at this time?

              2. Capture and share it in your case if any errors that you are seeing in the browser

              3. When did this start?

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

Note: If users cannot login at all, and everyone is locked out, please refer to our System Unavailable solution instead:

        3b. If there is a slowness issue, also tell us:

             1. Is it slow to login? What is the Average time for login page to load?

             2. State other pages or actions where slowness is most noticable (Eg viewing profile page, creating task, Feed updates and contents) and mention 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?

Environment

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

  • Contact Name(s):
  • Company Name & SAP Jam 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?

Cause

As slowness can be in the cloud/network, or on the client end, it is sometimes difficult for SAP Jam 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 SAP Jam 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 SAP Jam 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 when encountering latency

             Time duration when start enmcountering this problem

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 jamX.sapjam.com (X is the number of the datacenter)

Paste screenshot here

Trace route (command : tracert)  results from user machine experiencing latency to jamX.sapjam.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: Network bandwidth test:

Run the network bandwidth test to SAP Jam server using one of the URLs below:

If you login to jam4.sapjam.com, then use

If you login to jam8.sapjam.com, then use

If you login to jam10.sapjam.com, then use

https://jam10.sapjam.com/akamai/speed-test 

If you login to jam12.sapjam.com, then use

https://jam12.sapjam.com/akamai/speed-test

If you login to jam19.sapjam.com, then use

https://jam19.sapjam.com/akamai/speed-test 

If you login to jam15.sapjam.com, then use

https://jam15.sapsf.cn/akamai/speed-test 

If you login to jam17.sapjam.com, then use

https://jam17.sapjam.com/akamai/speed-test 

PS: Please run the bandwidth test multiple times when user is experiencing latency issue.

Paste screenshot here

Step 6: 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:

 

Keywords

System Slowness in Jam Performance Issues SAP Jam slowness   , KBA , LOD-SF-JAM-PER , JAM Performance issues , Problem

Product

SAP Jam Collaboration all versions