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Performance center is not working

Hi All,


Assume a situation where performance center servers itself stopped working and no URL is getting launched


Not able to access all the three URL's Admin,Lab Mngmt,Usersite


How to troubleshoot such kind of errors[Services to look for,any connection issues to look for and any other issues to look for]....

Thanks & Regards
Arunraj Karnam-->Performance Test Engineer-->Chennai
2 Replies
Acclaimed Contributor.
Acclaimed Contributor.

Re: Performance center is not working

First Activity:


Re-start the services of the PC server first.


Check the Logs later,.


From where you arre trying to access this. I mean from Local Machine (or) Citrix.


Need to check the Firewall aswell, if you are using this URL from a local machine.


Share the exact requirement or Error you poppulating

(If this helped, accept as solution )
(Posts and opinions made here are my own and do not reflect the opinions of my employer)
Absent Member.. Absent Member..
Absent Member..

Re: Performance center is not working

Are you asking because you have a specific environment failing right now or is this more of a theoretical question for documentation or training?


If you are having an actual outage can you please provide more information about the messages or errors that you are having or open a support case with HP so we can assist you directly.


If for a theoretical question, documentation or training then what you first need to understand is that what you are describing could be the result of any one or more factors


1) The DB server could be down or unavailable

2) The ALM Service could be down

3) The IIS Service on the PC Server could be down

4) The Performance Center services on the PCS (there are two) could be down

5) The network between any of the components could be having a problem (switches, routers, wiring, nic cards, etc)

6) The user that the ALM service runs as could be locked, disabled, deleted or simply had it's password changed.

7) The IUSR_METRO user (or the user that you use for running PC services) could have been removed, locked, or become corrupted

9) The user accessing ALM could have computer, network or ALM Client issues that are the problem


The first step then is to understand what is the user seeing when they can't access the system and trouble shoot their specific problem.


a) Is the problem for one user or all users

b) All users in all locations?

c) Is the problem affecting all projects or just specific projects

d) Are there error messages on the screen


The steps for debugging are very different if the problem is just for one person in one location rather than if the problem is affecting all users in all locations.  Restarting servers or services is overkill and could in fact cause more problems if only one or only users from a specific location are unable to access the software.


I would suggest that if you are developing a playbook of what to do when ALM \ PC is not functioning properly that you will need to put in a decision tree that walks the admin through determining the extent of the problem and applying an appropriate response.  It will likely need to be a living document that is updated any time you find inadequacies.  There is unfortunately not a one step fix all problem solution and it is why many of us have been using, supporting, and helping others support ALM for many years.


Second, make sure that you have a really good understanding of your Architecture.  What components are installed on which systems, what is there location relative to one another?  Understanding the architecture will help you not spend time focused on the wrong area when there is an outage.


Third, make sure that you understand how ALM, Performance Center and the Operating System do logging, how to put each component into and out of debug mode, where are the logs stored and how to access them quickly.  Depending on the type of problem it may be advantageous to review log messages before trying to rush to restart all of the machines.  Problems with disk space or physical hardware failures will not necessarily be resolved by simply restarting the server or services.


Fourth, get to know your DBA and your networking team.  Understand the physical setup of your environment so that you can quickly identify if and when a problem that is technically external to the PC environment occurs.  What are those departments SLA for resolving issues?  Who do you need to contact first if say a Database Server's disk is full or a Switch is not properly routing traffic between the ALM server and the DB server.


This is just a start for what is involved in troubleshooting ALM and PC.  There are many many more that would be too much for a forum reply.




Craig Drummond

HP SW Premier Support TAM - ALM Products.

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