Slow performance, timeouts, out of memory errors or high CPU/w3wp.exe/IIS usage occurs when using Helpdesk
| Article:TECH146510 | | | Created: 2010-12-17 | | | Updated: 2012-12-27 | | | Article URL http://www.symantec.com/docs/TECH146510 |
Problem
When using Helpdesk, slow performance, timeouts, out of memory errors or high CPU/w3wp.exe/IIS usage occurs.
Error
Various. Error messages can include the following, which can be found in the Helpdesk console and/or in the Notification Server logs:
- An unexpected error has occurred. Exception of type System.OutOfMemoryException was thrown.
- Object reference is not set to an instance of an object.
- Request timed out.
- Timeout expired. The timeout period elapsed prior to completion of the operation or the server is not responding. sp_<stored procedure name>.
- Thread was being aborted. <SQL query>
- Transaction (Process ID <number>) was deadlocked on lock.
Cause
Various.
Solution
The following series of articles describe how to troubleshoot slow performance, timeouts, out of memory errors and high CPU/w3wp.exe/IIS usage when using Helpdesk.
- Incidents have large comments. This is the number one reason why Helpdesk experiences this article's issues. This can be caused by logs or email threads being sent by email to new or existing incidents. This results in the database growing exponentially, eventually causing .NET to fail.
Incidents with large comments cause slow performance, timeouts or out of memory errors in Helpdesk
http://www.symantec.com/business/support/index?page=content&id=TECH145515
Related Articles
Error "An unexpected error has occurred. Exception of type System.OutOfMemoryException was thrown." occurs or Helpdesk times out when trying to create, edit or view an incident
http://www.symantec.com/business/support/index?page=content&id=TECH25700
Error "Request timed out" occurs in the Helpdesk console
http://www.symantec.com/business/support/index?page=content&id=TECH166341
Error "Thread was being aborted. <SQL query>" occurs in the Notification Server logs after timeouts occur in Helpdesk
http://www.symantec.com/business/support/index?page=content&id=TECH159340
Error "Timeout expired. Timeout period elapsed prior to completion of the operation or the server is not responding. <stored procedure name>" occurs in the Notification Server logs after timeouts occur in Helpdesk
http://www.symantec.com/business/support/index?page=content&id=TECH159341
Can Helpdesk 6.0 archive old incidents?
http://www.symantec.com/business/support/index?page=content&id=HOWTO49686
How to archive incidents in Helpdesk
http://www.symantec.com/business/support/index?page=content&id=HOWTO53151
- Areas in Helpdesk are configured incorrectly or have too many records. Various areas in Helpdesk can be misconfigured or have been given too many records that could cause these issues.
Over 2000 categories cause Helpdesk to experience slow performance, timeouts or out of memory errors
http://www.symantec.com/business/support/index?page=content&id=TECH166463
Customizations are causing Helpdesk to fail. Helpdesk customizations (using a custom.config file) can result in poor performance or outright failure in Helpdesk.
Customizations in Helpdesk result in performance issues
http://www.symantec.com/business/support/index?page=content&id=TECH166127
- Applications or tasks are running that cause Helpdesk to dramatically slow down or timeout. Other processes running on the Helpdesk or SQL Server can result in critical issues with Helpdesk's performance. These can include reports being ran on the SQL Server, Altiris Agents checking in with inventory data, etc.
Other applications or tasks cause Helpdesk to experience slow performance, timeouts or out of memory errors
http://www.symantec.com/business/support/index?page=content&id=TECH155993
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Article URL http://www.symantec.com/docs/TECH146510
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