Performance Issues Checklist (4288848)

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Performance Issues Checklist
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This article is to give a starting point when troubleshooting performance issues.
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Before starting it is recommended to verify the appliance is running in a supported version. For further information please see: KACE SMA Product Life Cycle & Policies
The KACE SMA version 12.0 introduced further improvements for server performance and scalability, if having performance issues it is recommended upgrading to version 12.0 or newer. For further details please see: KACE Kontinuing Education (KKE): What's new - SMA 12.0
NOTE: Please do not reboot the appliance in an attempt to resolve issues. Doing so clears out the error logs and will make it difficult for support to assist. If the appliance becomes unusable, please contact support for further assistance.
Please provide screenshots for answers to the below questions when asking support for assistance.
What to check when experiencing performance issues:
1. What is the performance problem specifically? What areas of the appliance are affected by the performance? How are they affected (for example, scripts don't deploy)?
See Identifying and resolving performance issues (127570)
2. Is the issue happening when testing multiple browsers? If so, which ones?
3. Is this a virtual or physical appliance?
- If Virtual
  - Verify minimum requirements are met for the virtual machine: https://www.quest.com/products/kace-systems-management-appliance
  Specifications | Virtual Appliance Technical Specifications | Virtual machine system requirements
  - Verify on which platform the virtual machine is hosted (VmWare, Hyper-V, Azure or Nutanix)
- If Physical
  - Verify the physical hardware is currently supported: https://www.quest.com/products/kace-systems-management-appliance
  Specifications | Physical Appliance Technical Specifications | Hardware Specifications
4. Are there any errors on the console at the time of the performance issue?
- If yes and a physical appliance, please send in a photo of the console.
- If yes and a virtual appliance, please send in a screenshot of the console
5. What are the agent communication settings?
- For more details about recommended agent communication settings please see KACE SMA Performance Considerations and Best Practices (234057)
- For Organization enabled appliances: from the systemui, go to Organizations | (name of organization) | Communication Settings.
- For non Organization enabled appliance: from the adminui, go to Settings | Provisioning | Communication Settings
- For a description of agent communication settings, see the KACE Administration guide for your version found here.
6. What is the Current CPU Load, Current CPU Maximum and Task Throughput?
- Have you tried changing the Communication Settings and what were the changes made?
- To Verify Current CPU Load and Task Throughput:
  - For Organization enabled appliances: from the systemui, go to Settings | Control Panel | General Settings.
  - For non Organization enabled appliance: from the adminui, go to Settings | Provisioning | Communication Settings
Task throughput determines the maximum CPU load allowed while sending tasks to agents by calculating (50 + (task throughput * 5)), so the minimum CPU threshold is 55%. Each level of task throughput adds 5% to the allowed CPU load starting at 1 (55%) through 10 (100% / unlimited). Default is 3 (65%). If the CPU load is exceeded, task sending will pause until the load is within the threshold.
7. How many nodes/ end points are checking in?
- This can be found either under Inventory | Devices or the About K1000. See Locating the Serial Number, Version, and Details About the K1000 (183789)
8. Go to Settings | Support | Run diagnostic utilities. Under Troubleshooting Utilities, select top from the drop down and choose Run Now.
Take a screenshot.
9. At the same page, change the drop down to services and select Run Now. Take a second screen shot.
* If Orgs are enabled this is done under systemui, same path.
10. Check Provisioning and Patching schedules.
- For Patching make sure the schedules are not overlapping and that they run at least 1 hour apart. To rule out patching, please create a new schedule with a new label containing a small group of patches as well as a small group of agents for troubleshooting purposes and then run the schedule to rule out your current schedules as being the cause of your performance problem. Document the schedules.
- To check Provisioning, go to Settings | Provisioning | Schedules. If Organizations are enabled, this is done on a per Org basis.
- To check Patching, go to Security | Patch Management | Schedules. If Organizations are enabled, this is done on a per Org basis also.
11. Check scheduled User Imports (LDAP), Reports, and Wake-on-Lan (WOL) and document settings for any of these.
- To check scheduled User Imports, go to Settings | Control Panel | User Authentication. Across from an authentication server, click on the bell icon. Scroll down to the bottom of the first page to see Scheduling. Do this for every authentication server listed and for every Organization if Orgs are enabled.
- To check scheduled Reports, go to Reporting | Report Schedules. If Organizations are enabled, this is done on a per Org basis.
- To check scheduled WOL, go to Distribution | Wake-on-Lan. If Organizations are enabled, this is done on a per Org basis.
12. If using the Service Desk, are there ticket rules involved for one or multiple queues? If yes, what happens if they are disabled?
- To check, go to Service Desk | Configuration | Queues | (name of queue), scroll down to the bottom of the page and click on Customize next to Custom Ticket Rules. Do this for every queue. Alternatively, you can go to Service Desk | Configuration | Rules. Do this for every Organization if Orgs are enabled.
13. Finally, please send in a copy of your server logs and your serial number to support, along with the information collected from the steps above.
- Obtaining Appliance (Server) Logs on a KACE Appliance (134230)
- Locating the Serial Number, Version, and Details About the K1000 (183789)

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Performance Issues Checklist (4288848)

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