Key Task: Troubleshoot Application

Troubleshooting an application requires isolating the problem and looking for a common thread through all the reported occurrences. This requires first identifying all those instances, and then comparing dozens of attributes to find the common element in all of them, so you can find the root cause of the problem. Very often the process of troubleshooting leads you to clues, some of which are false leads, while others can lead you closer to the root cause of the problem.

Aternity is the perfect tool to quickly help you isolate the attributes which appear to correlate with occurrences of the problem, helping you narrow down and eventually arrive at the cause of the problem, so you can quickly resolve it.

Note

The Troubleshoot Application dashboards currently only support applications with defined activities.

There are several ways to do this:

To... Do this...

To troubleshoot a problem in any application, discovered or managed, to find common attributes between all instances of slow performance

View the Commonalities Analysis dashboard for an application. Start with viewing UXI measurements, and narrow down the cause from there.

To troubleshoot an acute problem, where there has been a recent change in a managed application's performance

View the activity scores in the Troubleshoot Application dashboard as the best indicator of acute drops in performance.

Then continue further by drilling down to the Commonalities Analysis dashboard for a single activity and selecting Sort By > Score there.

To troubleshoot managed applications with more chronic problems, where performance has been poor for some time

View the response times of activities in the Troubleshoot Application dashboard as the best indicator of chronic slow performance.

Then continue further by drilling down to the Commonalities Analysis dashboard for a single activity and selecting Sort By > Activity Response there.

To examine other possible causes of the problem, you can find a common theme running through all instances of poor performance, like a common operating system, laptop model etc.

To troubleshoot errors in a managed web application

Check if the problem is browser specific by selecting Browsers from the drop-down menu in the Troubleshoot Application dashboard.

To troubleshoot a problem which impacts on more than one application

View a summary of the performance of different applications or a summary of health events on devices in the NOC View dashboard.

To troubleshoot mobile app errors

Use the Troubleshoot Application and Commonalities Analysis dashboard for an application.

In addition, several mobile app dashboards are devoted to different types of app crashes, data traffic errors and so on. For very detailed investigations, the Aternity Mobile SDK offers APIs to insert breadcrumbs, which can carry debug messages in the app, displayed in the dashboard only when the app crashes.

To investigate application crashes

Use the Desktop Health dashboard and select Application in the Category drop-down menu.

To troubleshoot a virtual application

Use the Troubleshoot Remote Display dashboard to check if the performance problem is caused by latency of the remote display.

Use the Commonalities Analysis dashboard to isolate a problematic hypervisor, or a problematic virtual application server, or if the problems all stem from a single data center.

To more deeply examine the effects of an activity on a device at a certain time which may have caused a problem, like a spike in CPU resources

Use the Activity Resource Correlation dashboard.

To test your own hypotheses of the causes of this problem, you can view multiple attributes to look for a correlation between them, to examine a common theme.

Use the Analyze dashboards to find your own correlations.

For example, if you have a theory that perhaps an antivirus program running in one group at a specific time may have caused the slowdown in performance, you can check if performance slows down only between 2 and 4am in the morning for users in a specific department.

To troubleshoot a problem reported by only one user

Check for an issue around that user's configuration, rather than a problem with the application in general.

Procedure

  1. Step 1 Open a browser and sign in to Aternity.
  2. Step 2 Select Main Menu > Troubleshoot > Application.
    Accessing Troubleshoot Application
  3. Step 3 Select the name of the application (with defined activities) with problems, and the time the issue was first reported.
    Select the application to display in Troubleshoot Application
    Field Description
    Which application is problematic

    Select the managed application (with defined activities) whose problem you want to troubleshoot.

    Note

    The Troubleshoot Application dashboards currently only support applications with defined activities.

    What type of problem is this? (mobile apps only)

    If you selected a mobile application, select the type of mobile problem:

    • Application Issue indicates you want to troubleshoot a problem with the functionality of the mobile app.

    • Mobile Data Consumption is high indicates that the app is functioning, but you want to investigate this app's demands on data traffic to and from the mobile device. For more information, see the mobile app dashboards.

    When was this issue first reported

    Enter the date when you first became aware of the issue. Aternity displays the dashboard from some time prior to that, so you can perhaps view when the issue really began, and start to gather ideas on possible causes of the problem.