Initial Information Gathering tools on access or performance related issues
SSO Logging in Issues:
Are all users facing the issue, or are only specific users? [Check the user details if the user is only applicable to them]
Does the issue exist on a private browsing browser ? {Incognito]? [If it does then it may be cache related - refer to Browser Cache Management for Camms Applications for more information]
User is receiving an ‘Access denied’ message [Check if the username exists and matches the username format in the database to what they use to login to their windows.]
Email links are not working
Verify the user can access the product via the SSO landing page without any issues.
Request a copy of the email that had the issue, to assist with the Camms side investigations
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Performance Issues
Determine if the reported slowness is specific to certain pages or actions.
Identify if the issue is consistent across multiple users or isolated to a particular user.
Check if the user experiences this issue at a specific time of the day.
Inquire whether there was significant system usage during the reported time range, as this detail is crucial for technical analysis, such as examining potential issues like fragmentation or resource constraints.
Browser Checking - check the browser console for errors or warning during the slowness:
➢ Right-click on the webpage.
➢ Select "Inspect" to open the Developer Tools.
➢ Navigate to the "Console" tab.
➢ Clear the existing results in the console tab by clicking on the "Clear console" Icon (Recycle Bin Icon / Cross Circle Icon).
➢ Refresh the page by right-clicking on the refresh button or by clicking on the problematic page again.
➢ Check for:
â–ª Errors or warnings in the console log.
â–ª Go to the Network Tab in the browser console and review the Time/Timeline column for execution times and network requests. Timings displayed in milliseconds (MS). Identify the entry with the longest execution time. It's better to take a screenshot and attach it to the ticket for reference.
â–ª Ensure there are no blocked resources indicated in the "Network" tab.
â–ª Temporarily disable all browser extensions and test the system
â–ª Capture the developer tools HAR file for further analysis - Browser Developer Tools: HAR File for troubleshooting issues
Browser cache - Advise the user to clear their browser cache and check if the performance improves - Browser Cache Management for Camms Applications
Proxy Account Check - Proxy Account Checks
Network and VPN Check - Network and VPN checks
Internal Network Latency Check - Internal Network Latency Checks
URL blocking check - URL Blocking Checks
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