In order to effectively assist customers troubleshooting end-user reported incidents about slow system response, Appian Technical Support needs customers to gather sufficient data directly from the client machines against their Appian environment(s). The information should be provided via a technical support case.

Customers with the ability to provide results from multiple geographic locations, should include data from all available locations.

There are various potential causes that could lead to a slow response from the system. Consequently customers should perform and capture data resulting from various tests and report the results to Appian Technical Support.

Evaluate network performance

As the first step, we recommend customers to evaluate the performance of the network via traceroutes and pings.

The results of the tests defined below should be provided to Appian Technical Support through a support case along with the results from dynamic and static content tests explained in the next section.

• Traceroute to https://ENVIRONMENT_NAME.appiancloud.com

Windows	tracert <ENVIRONMENT_NAME>.appiancloud.com
Linux	traceroute <ENVIRONMENT_NAME>.appiancloud.com

• Series of 10 pings to https://ENVIRONMENT_NAME.appiancloud.com

Windows	ping -n 10 <ENVIRONMENT_NAME>.appiancloud.com
Linux	ping -c 10 <ENVIRONMENT_NAME>.appiancloud.com

Evaluate loading of static and dynamic content

It is also important to make assess the time it takes to load static and dynamic web content on the client machine(s) where customers have reported slow system response.

The following tests should result in SAZ Traffic archive files, all of which should also be attached to the respective support case.

Use Fiddler Web Debugger to perform all tests requiring a SAZ Traffic archive (*.saz). In order to export the results as an *.SAZ file:

• Start Fiddler. Use your client or browser to generate some HTTP/HTTPS traffic.
• Click File > Save > All Sessions… and save the traffic to an *.SAZ file.
• Make sure to remove all sessions from the list before beginning the next test

Static content

• *.SAZ Traffic archive for https://ENVIRONMENT_NAME.appiancloud.com/suite/portal/js/standard_scripts_static.js

Dynamic content

• *.SAZ Traffic archive for https://ENVIRONMENT_NAME.appiancloud.com/suite/apps
• *.SAZ Traffic archive for https://ENVIRONMENT_NAME.appiancloud.com/suite/tempo

Evaluate report performance

If the reported incidents are related to the system response when loading reports, or loading pages with report channels, we recommend reviewing the Report Performance Details topic to learn more about the recommended way to proceed in those environments.

Evaluate performance logs

Event, Appian engines, Java (application server), and database performance metrics are captured and logged in CSV files for easy observation and analysis using common spreadsheet tools, such as Microsoft Excel. Please review the Performance Monitoring Logs topic to learn more about the available information in these logs.