Same page taking too much different times to load between two user accounts

[Devendra Jakhmola]

We have two user accounts created with same level of access and user/resource account setting. They access same custom portlet multiple on a custom page inside project multiple times a day during financial processing days. Over the time, one account has started taking incredibly long time to load the page which contains the portlet. One user account takes few seconds while other takes more than 20 mins to load.

                        - Both use same web browser
                        - We are using Clarity 15.7.0 and Classic UI
                        - Perform same set of steps to run load the page and run the portlet.
                        - We set the option to not show data until 'filter' button is explicitly clicked.
                        - It runs quickly for some projects and and takes time in some. Yesterday, it was like 7 out of 10 projects had this issue.
                        - It could not be a user's local browser issue as we were able to replicate it on multiple systems and browsers
                   

Since there was no single root cause we were able to identify, we published the page itself from Admin side and which seems to have resolved the problem. However, we are unsure how long will it work and we are afraid that it might creep up again after few days.

Based on the above behavior, can someone point what could be the reason. Since, the issue is occurring  only for a single user account at this time, we have a theory that clarity is somehow maintaining the caches at user account level which got clean up when we published the tab.

Any area we can explore to point out the exact root cause?

[Pratyush Prateek]

Given that doing a Publish fixed the problem, the most likely underlying cause is that the user experiencing performance issues had done some additional configurations, which the Publish would have overwritten.

[Devendra Jakhmola]

I didn't see any difference between user and admin view of the page. Also, time difference was huge 2s Vs 20 mins, so do you think any personalization at user level can degrade the page loading time so much.

[Suman Pramanik]

2minute vs 20 minute is a big difference and its worth to isolate few things 

• Reproduce the same with single app server and see 
• Look at the database to see why the query is performing bad, may be gather explain and execution plan
• Review the database reports 

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Thanks & Regards
Suman Pramanik
Sr. Principal Support Engineer | Customer Success & Support, Enterprise Software Division
Broadcom
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[Nika Hadzhikidi]

I have seen this with a configured page where there was an additional field that slowed things down for this user.

Also sometimes there is issues with the Oracle execution plan for a specific user query.  However that wouldn't explain why it worked after Publish. So I am thinking that's most likely there was a config on the page that was not obvious, which Publish fixed

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Nika Hadzhikidi
Sr Principal Support Engineer
Broadcom
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[Martti Kinnunen]

You both make it sound that it is not something in the server cache and for which restart services were the first thing to try?

[Nika Hadzhikidi]

Hi Devendra:

Looks like you have opened a case with Support and it indicates that you're using a custom tool that connects to Clarity with one user and then another. This changes things completely.

The suggestions that were provided on this thread would be about two separate users using Clarity normally. 

To get the Communities to help out with ideas, I'd suggest to provide more information on the custom tool you're using and how it is connecting to Clarity exactly

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Nika Hadzhikidi
Sr Principal Support Engineer
Broadcom
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