KACE Product Support

What exact version of the KBOX server software?

I have loaded the new version 5.1.31237

We saw a dramatic increase in time saving a ticket after implementing a few custom ticket rules. Do you have any that are set to act on ticket save?

ORIGINAL: RichB

We saw a dramatic increase in time saving a ticket after implementing a few custom ticket rules. Do you have any that are set to act on ticket save?

To elaborate, any On Ticket Save (OTS) rules will run every time a ticket is saved. The more OTS rules, the longer it takes to save a ticket.

I'm having a similar problem since upgrading to 5.1.3. The GUI is noticably slower since upgrading. I've had support tethered in twice so far with no luck. Even navigating to the support tab can take up to 15-20 seconds at times. Everything was running super fast before the upgrade to 5.1.3. I was rying to pin point specific times that it is happening, but it seems to be all over the place. Waiting to hear back on this latest tether session :/

ADC, have you tried different browsers? I've noticed that the KBOX interface is MUCH faster in FireFox... IE is definitely slower. Also, you may want to look into OTS rules (as I pointed out earlier in this thread) if you haven't already.

When you say the GUI is slower, is EVERY part of it slow? Or only certain tabs/subtabs? Also, is there a speed difference between the user interface and the admin interface?

Every part of it is slow. I only have 2 OTS rules in place (on save if queue = 2 move to another queue and then the reverse for the other queue). The appliance was much faster before I upgraded to 5.1.3. Ever since that upgrade, things have just gone down hill.

Google Chrome and Firefox are definately faster.
Upon support trying to help me, they had me load a .bin file to fix the slowness. Now I can not use ANY version of IE at all. I was told they would send me a .bin file that would roll back the changes. That was Thursday the 26th and I still do not have the file (after sending an email Friday and today). Call me crazy, but since Dell aqcuired KACE, support seems to be slipping.

Same here, we held off on updating to the current version until just last night and now the AdminUI is really sluggish. up to a minute lag time between screen refreshing. Different browsers have yet to make a noticeable difference. I have zero OTS rules so I can't see how it would be that. Anyone else having the same issue or has a solution/fix/band-aid been found?

How many agents do you have?

What is your current KBOX load average?

How many client check ins are you having per minute?

Information can be found under settings -> KBOX agent -> Settings

We are also noticing major performance issues on the 5.1.31237 version of the UI. The UI overall is pretty responsive, however, when we load the service desk module it takes about 25 seconds for the page to load the filter button on the upper right. We have noticed this slowdown over the last week or so. We only have about 180 tickets in the system. Our average KBOX load is usually under 1.0, and has never been over 1.3. We have about 5 check-ins per minute. There are no service desk rules in place. We are using Internet Explorer as Firefox is against corporate policy (we have a lot of applications that don't support it).

It definitely looks like this is a bug on the KBOX.

@dchristian

nodes we are at roughly 1500

agent run interval at 30 minutes which puts us at around 49.13 connections a minute

load average is 2.38

Although I have seen the load average change upon refreshing the screen and it has varied +/-

JesseLara you need to decrease your checkins to about 2-3 hours. 30 minutes is far too agressive with 1500 agents. You might get away with not doing inventory at every check in (might change to some multiple of the run interval), but I still think you'll end up decreasing the run interval. I can't say if this will fix your performance issues, but it's definitely going to be one of the first things that support will want to address. Have you opened a ticket with support yet? I see that ADC did, and if it is a bug, the more we see it the better information engineering has for resolving it. If you haven't opened one yet I'd encourage you to do so and update this trread with your findings.

Cblake
You beat me to it! :)

JesseLara
Also are you metering software?
If so what is your update time?

Just for your info we had our 1000 goe from 3 second screen refreshes to about 30. Called and had a ticket #90506 they had me put in a IE bug fix which made it worse. When they finaly tethered in they found there may have been a bunch of labels that didn't properly get associated to be user labels during the update and that may be the cause of the performance degradation. They had us try firefox and all now Through IE we get about 1 second delays

We also were issued the IE bug fix which probably made things slightly worse. All it did was change how the page renders - the delay is still there. Whereas before the page would do an initial load and then wait for the "Filter By" button to initialize, now the page doesn't load until it's all ready to load at once. Firefox did perform better than IE, but it isn't an option here because we have so many other business critical applications that do not function with it.

rswihart - You mentioned that labels didn't get associated to user labels. So, what was the actual fix? What do you do to investigate and remedy that?

FYI to all that we are *brand new* to KACE and are deploying Service Desk within the month. We too are experiencing slowness on the Service Desk, esp when viewing the initial list of tickets. We are running as a VM, have the proper resources provided, and do not see any increases in processor or memory utilization. We have zero email rules nor any agents deployed and are somewhat hesitant about moving forward with asset management and the impact on the app. Glad to not be alone on this and looking forward to a common resolution for all.

For what it's worth, I've had a ticket open with KACE on this issue since probably October and still do not have a resolution. They asked that I apply a binary update but all that did was change the way the page renders... the slowness is still there.

It appears to be an issue isolated only to Internet Explorer and is fairly intermittent. I have guys in my department who use the same browser as I do, with the same default settings, and don't have the slow-down issue. Then, I have others who, like me, DO have the issue.

My workaround so far is to use FireFox, which doesn't have the problem. This is unfortunate because FireFox is not supported in our environment and I have to spend a lot of time switching back and forth between IE and FireFox for different projects that I work on here. However, the KBOX interface is so unusable in IE that I have no choice.

I also tested the interface on IE 9 Beta and that seems to have improved my speed issues. Obviously, IE 9 is not going to be in production here or at most companies for years, so that's not a solution.

My machine is Windows 7 Enterprise running on IE 8.

I believe this problem is a coding issue on the KBOX side.