What should I do when Applications Manager GUI stalls or is very slow and does not respond?
Create ThreadDump , DBStatus & Support Information File and send it to email@example.com (for existing customers) or firstname.lastname@example.org (for trial users) along with the steps to reproduce the issue.
First access the slow loading page in AppManager console , simultaneously create a ThreadDump, by accessing the below link in a new tab
Save the page as a complete HTML Page, refresh after 15 seconds and save again. Send us at least 3 ThreadDumps. Create a folder on your desktop,save it as Threaddump1,Threaddump2 and Threaddump3. Then zip the folder on the desktop and send it to us.
Go to Support tab -> JVM Memory information -> DB Status -> Click on 'ROWS' twice so that tables are sorted in descending order based on the number of Rows. Save the page as a complete HTML Page & send it to us.
c. Heapdump files
Go to the 'AppManager Home'\working\ or 'AppManager Home'\working\heapdump location and check if you have any files starting with name like java_pid<xxxx>.hprof files are present (where xxxx can be any process id). If found zip the latest heapdump files (java_pid<xxxx>.hprof files) and upload it to us.
d. Support Information File.
To create support information file via command prompt, execute the createSupportFile.bat or the createSupportFile.sh file present under <Applications Manager Home>/bin directory.The support information file along with time stamp will be in <Applications Manager Home>/support directory.
File Upload Link:
If the Support Information file is less than 500 MB, upload it to ManageEngine Upload site. Do mention the issue and Ticket ID before uploading the file.
How to generate support information from Applications Manager GUI?
From the Applications Manager Version 14600 creating support information file is enhanced so that now users can follow the instructions and generate support files on the go. Web GUI --> Choose Support --> Support Information --> Create SIF After ...
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