Slow performance/blank page when trying to login - troubleshooting / known issues

Products

• Clarity PPM SaaS
• Clarity PPM On Premise

Issue/Introduction

You are seeing an extremely slow performance or blank / white pages when you try to log in to one or more Clarity pages. This article contains a list of known issues along with troubleshooting tips. 

Additional symptoms that may be reported:

• You are able to log in and use the system successfully, while other users cannot.
• Unable to connect to / access production.
• You can access the application successfully in one browser, but when attempting to log in via another browser, you are able to access it.

Resolution

Table of Contents

• Known Issues
  • Modern User Experience Specific
• Troubleshooting
• Avoidance

Known Issues

This is not an all-inclusive list, so if your issue is not found here, see the troubleshooting section and also utilize our self-service.

• Blank page or error 401/501 after logging in to Clarity when home page is corrupt
• Blank page when logging to Clarity from VPN due to LB issue
• Blank screen logging into Clarity due to Network issues
• Blank page after upgrade in Clarity using IE 8 Compatibility Mode
• Slow log in to Clarity when large portlets are on home page
• Slow performance on updates made in the Clarity application - due to DB related issues (including blocking sessions / locks)
• Blank screen after Clarity upgrade on IE (Clearing of cache is required)
• Not able to access Clarity - White screen appears in Chrome when cache needs to be cleared
• Unable to connect / white screen / error "Unable to communicate..." - Using Traceroute to resolve
• General tab does not always load / blank page when there are caching issues (Flushing of Clarity cache is needed)

Modern User Experience Specific

• MUX blank on one server only due to incorrect redeployment
• MUX Blank screen when IE compatibility view settings need to be updated
• MUX displayed as a blank page when using Edge
• Blank pages opening MUX/link in Clarity when there are caching issues

Troubleshooting

1. Check if just the general page / home page is impacted by logging into a different URL, such as the project list. If it's a home page issue, see the related KBs above 
2. Perform a browser trace and review the HAR file to check where the slowness is. See Browser trace in Chrome and IE for troubleshooting Clarity issues
3. Engage your network team to review the bottleneck.
   
   1. Is the system isolated to one office location?  Ask your network team / ISP to check the output of "tracert"
   2. Is it only slow when working from home or through VPN?
4. Check to see if there were was any recent activity such as large XOGs (including via custom processes) or Excel exports which can cause performance-related issues.
5. Check the app-ca.logs and bg-ca.logs for any errors
6. (On Premise) Check to ensure all application services are in started status
7. (On Premise) Check the CPU on the application servers to make sure there are no issues
8. (On Premise) Rule out the load balancer by directly logging into one of the app servers.
9. (On Premise) Check with your DBA for any blocking sessions / locks that could be causing issues

Avoidance

The following can prevent performance issues in Clarity:

1. Break out XOGs (including any custom process runs) into smaller batches
2. Export small amounts of data to excel at a time
3. Perform any type of large/mass updates outside normal business hours.