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

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:

▪ Errors or warnings in the console log.

▪ 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.

▪ Ensure there are no blocked resources indicated in the "Network" tab.

▪ Temporarily disable all browser extensions and test the system

▪ 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