Troubleshooting Console Slowness or Performance Issues

Products

• Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

Steps to troubleshoot Console performance issues such as slowness or timing out.

Environment

• App Control Console: All Supported Versions

Resolution

1. Check for a recently updated Trusted Certificates:
   • System Configuration page > Security tab > Scroll to the bottom > Trusted Communication Certificates table
   • Show Columns > Add the Date Modified column
   • Verify if any certificate was modified recently > If so, follow these steps to resolve
2. Does the slowness occur when the Console is accessed locally on the App Control server by going to: https://localhost/login.php
   • If not, this would indicate there may be a networking/DNS misconfiguration:
   • Verify IPv6 is enabled (disabling it will negatively affect performance)
   • Add a record to the HOSTS file with the App Control Server name pointing to the local IPv4 and v6 (127.0.0.1, ::1)
3. Determine if the slowness occurs on a specific page or query.
   • The Filter: "contains" is a very taxing query.
   • Consider reducing the timeframe for the query.
   • The more specific and targeted the query, the faster the results will be.
   • Consider utilizing Event Caching for complicated queries
4. Verify SQL Server meets the Operating Environment Requirements for CPU and Memory.
   • VMware Docs > Server Documentation > relevant version > SQL Server Configuration Guide > Architecture and Hardware
5. Verify any Private Memory restriction for the DefaultAppPool in IIS has been removed:
   1. Log in to the application server hosting the Console as the Carbon Black Service Account.
   2. Launch IIS Manager (Start > inetmgr).
   3. From the left-hand pane expand the server name > select Application Pools > right click DefaultAppPool > Recycling
   4. Adjust the Private memory usage (in KB) to: 0 > click Next > Finish.
   5. From the left-hand pane > select the server name.
   6. From the right-hand pane > Actions > Restart.
6. Collect and review the IIS Logs for repeated file requests requests resulting in 500 or 503 errors:
   • Web Console Unavailable Due to IIS 500/503 Errors
7. If issue persists, collect the following and open a Support case:
   • Server High Debug Logs
   • Database Performance Logs
   • IIS Logs (as a zip) from the last 4-5 days.
   • Findings/items attempted from above.
   • Specifics about when & where the impact is observed.