Performance Troubleshooting

If you follow all performance improvement best practices in this guide and still experience slower performance, you can contact OpenAir Customer Support for help with diagnosing issues. To do so, create a support case and submit it through your OpenAir account — See Creating a Support Case.

Before you contact OpenAir Customer Support, use the following steps to gather as much information about the issue as possible. Remember that the more details you provide to OpenAir Customer Support, the more personalized and account-specific assistance you will receive.

Providing details for each of the items listed below will help our Customer Support teams to diagnose and improve your performance. This information, together with a properly tagged support case, will help our specialists to distinguish between different performance issue scenarios and focus our assistance.

1. Determine the frequency of the performance concern.

   • Is this a one-time performance issue, or does the performance issue repeat?

   • For repeat concerns, how often does the performance issue occur and does it occur in particular intervals (every hour or every month, for example)?

   • When was the first time you noted the performance issue? Please be as exact as possible, and include a date and time.

2. Note which product feature or area is affected.

   • Which module or modules are affected? Is it only with major OpenAir modules, for example, the Projects, Resources, or Reports module?

   • Did you notice any dependency between modules which impacted performance? For example, after you change an assignment for John Smith on project properties form for Project A (in the Projects module), your "Daily Burnout" saved report (in the Reports module) runs much slower.

3. Is this a global issue or one which affects a specific user?

   • Does this issue only occur for specific users or all users?

   • Can you reproduce the performance issue using different filter sets?

4. What are the steps to reproduce the performance issue?

   Provide step-by-step instructions which directly relate to the performance issue. For example:

   1. We run a report called “Timesheet Compliance” each week which takes an average of 1 minute to run, according to Reports > Status > All.

   2. We modified the report and added a filter where we excluded a Project Stage called “Pending Go Live”.

   3. The report now takes 10 minutes to run.

5. Are there any network connectivity issues?

   • Try accessing OpenAir using a different Internet connection, for example, from home rather than the office. Do you get the same response times?

   • Check the page build and page load times for the impacted pages. Screenshots of the build and load times with a date and time stamp will help our Customer Support team with diagnosing the problem. For more information about where to find page build and page load times, see Using Page Build and Load Times.

   • If your page build time is several seconds, please make a copy of the URL for the page so that our Engineering team can debug the page and better understand why it is loading slowly.

   • If the page build time is reasonable, but the page load time is slow, there may be a network problem, do the following:

     1. Run a traceroute and paste the results into an email to OpenAir Customer Support. See Using a Trace Route.

     2. Try loading the page using a different Internet connection, for example, from home but outside of the corporate network. If the issue does not occur from the alternate Internet connection, contact your IT department and request that they investigate the corporate connection.