dwalby Posted September 5, 2018 Share Posted September 5, 2018 Hi all, Over the past few days we've been experience some performance related issues with Hornbill. Below are some of the symptoms we're experiencing: It appears to be taking noticeably longer to load request lists, open requests, raise requests, etc. When raising a request occasionally it can take several minutes before then showing a "Error raising request" message in the bottom right, the request does get raised but the confirmation pop-up prompt does not appear. Intermittent disconnections where a message states the session has disconnected. A "Access forbidden" message appearing following a disconnection Is anyone else experiencing these issues? Is there anything that can be done to troubleshoot this further? Thanks in advance Link to comment Share on other sites More sharing options...
Lyonel Posted September 5, 2018 Share Posted September 5, 2018 Yes! I thought it was our internet connection at first, but maybe not if you also have similar symptoms?! Over the last week I have noticed a lot of this. The request list loading time has also increased quite a bit since the recent last 2 builds... Link to comment Share on other sites More sharing options...
dwalby Posted September 5, 2018 Author Share Posted September 5, 2018 This is the error I'm getting... Affected all users at the same time just now. Link to comment Share on other sites More sharing options...
Victor Posted September 6, 2018 Share Posted September 6, 2018 @dwalby - I will look through the logs form last few days and see if I spot anything relevant to this set of issues... the "Access Forbidden" page...did you and the users get that when trying to access a specific page./section or same message on different/various actions? Link to comment Share on other sites More sharing options...
dwalby Posted September 6, 2018 Author Share Posted September 6, 2018 1 hour ago, Victor said: @dwalby - I will look through the logs form last few days and see if I spot anything relevant to this set of issues... the "Access Forbidden" page...did you and the users get that when trying to access a specific page./section or same message on different/various actions? @Victor No, it appears immediately after being disconnected. Doesn't seem to be any particular action that causes the disconnection either, analysts can be in the request list view, viewing a request, etc. seems to be very random but affects all users concurrently. Link to comment Share on other sites More sharing options...
Victor Posted September 6, 2018 Share Posted September 6, 2018 @dwalby - can we rule out any possible network /connectivity issues on your end? Link to comment Share on other sites More sharing options...
dwalby Posted September 7, 2018 Author Share Posted September 7, 2018 @Victor it doesn't appear so, we have analysts (myself included) working from different locations that are experiencing these issues. Link to comment Share on other sites More sharing options...
Victor Posted September 7, 2018 Share Posted September 7, 2018 @dwalby - ok, thanks, I'll keep looking through the logs and see if I can spot anything related. Meanwhile, may I ask you if/when you see these issues again, just post here with the symptom... Link to comment Share on other sites More sharing options...
dwalby Posted September 7, 2018 Author Share Posted September 7, 2018 @Victor will do Link to comment Share on other sites More sharing options...
dwalby Posted September 7, 2018 Author Share Posted September 7, 2018 @Victor - Just had another case of all analysts seeing a "Access Forbidden" message, following a disconnection. Link to comment Share on other sites More sharing options...
Victor Posted September 7, 2018 Share Posted September 7, 2018 @dwalby - where this occurred, in what part of the system? what was the analyst doing at the time when this occurred? Do you have a more exact time when this happened (as precise as possible)? Link to comment Share on other sites More sharing options...
dwalby Posted September 7, 2018 Author Share Posted September 7, 2018 2:07PM - Analyst was just viewing the Request List. Apparently an error stated something like "problem initializing core" - unfortunately they didn't get a screenshot because it only appeared temporarily. Link to comment Share on other sites More sharing options...
lomixture Posted September 7, 2018 Share Posted September 7, 2018 Hi, I'd like to also comment on this and say since Tuesday we have been getting error messages RE: dodgy connections to servers. We are having intermittent issues with our internal internet, but these HB issues appear to happen in a wider time frame than the internal internet issues. Link to comment Share on other sites More sharing options...
Lyonel Posted September 7, 2018 Share Posted September 7, 2018 @dwalby @lokent are you using the Knowledge centre features? Link to comment Share on other sites More sharing options...
Victor Posted September 7, 2018 Share Posted September 7, 2018 @dwalby @lokent @Lyonel We have an outstanding performance issue which occurs when searching the Knowledge Centre. In certain scenarios, depending on the content, searching the KC is impacting the infrastructure (sometimes quite severely). We have an ongoing exercise to address this and some improvements will be made available starting with the next application update (early next week) and it will be continuously addressed and improved in the following next few updates. Link to comment Share on other sites More sharing options...
dwalby Posted September 7, 2018 Author Share Posted September 7, 2018 @Victor Presumably then, turning off the guest.app.experimental.hornbillKnowledgeCentre setting will improve things in the short term? Link to comment Share on other sites More sharing options...
Victor Posted September 7, 2018 Share Posted September 7, 2018 @dwalby - yes but don't turn it off yet I would say. Early next week we will deploy an update which will contain an app setting allowing you to exclude answers from searches. This will fix the performance issue but obviously, it means answers will not show in search results. The issue will be properly addressed in the following weeks and once it is done, the app setting will be removed. Link to comment Share on other sites More sharing options...
lomixture Posted September 10, 2018 Share Posted September 10, 2018 Going to be honest, I didn't know a knowledge centre existed. Ours is more intermittent, as it is happens when individuals are trying to log a job occasionally but it happens more frequently where our analysts are trying to log / load requests. Link to comment Share on other sites More sharing options...
Stuart Torres-Catmur Posted September 11, 2018 Share Posted September 11, 2018 @Victor Does this release contain the fix for this issue? Link to comment Share on other sites More sharing options...
Victor Posted September 11, 2018 Share Posted September 11, 2018 @Stuart Torres-Catmur erm...sort of... it does contain something to cater for the issue but I would not call it a fix. The fix is quite complex will be gradually introduced in the following SM build iterations. So, for the time being, to cater for the performance issue you can use this app setting: However, the downside is that FAQ answers won't be returned when a search is performed (as stated in the description) Link to comment Share on other sites More sharing options...
Stuart Torres-Catmur Posted September 11, 2018 Share Posted September 11, 2018 Thanks @Victor I just checked and I can't find guest.app.search.hideFaqAnswers in Service Manager application settings We are on build 1310 Link to comment Share on other sites More sharing options...
Victor Posted September 11, 2018 Share Posted September 11, 2018 @Stuart Torres-Catmur you won't find this app setting in build 1310... I advised of this based on your query about build 1322 ... Link to comment Share on other sites More sharing options...
Stuart Torres-Catmur Posted September 11, 2018 Share Posted September 11, 2018 @Victor Ah, I see. Ok, I shall ensure I check it after we update to 1322. Thank you sir! 1 Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now