What should I do when Applications Manager GUI stalls or is very slow and does not respond?

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 appmanager-support@manageengine.com  (for existing customers) or eval-apm@manageengine.com (for trial users) along with the steps to reproduce the issue.

a. ThreadDump 

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.

Once you have uploaded the file, contact contact appmanager-support@manageengine.com  (for existing customers) or eval-apm@manageengine.com (for trial users) with the name/location of the file.

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