Overview

Pages in Jive are slow to load or are taking a much longer time to load than usual for you or other users.

This article outlines the information that can be provided to Jive Support to expedite the resolution of this issue.

Information

If this issue is affecting a small number of users

Please ask one of the users affected to capture a HAR file while reproducing the issue, then please contact us.

If this issue is affecting many users

Jive Cloud or Hosted

Please contact us.

Jive On-Premise

Please contact us, so that ATLAS can assist you. In case your issue is still not resolved, then it will create a ticket for you on which you can attach the following files (The log files are located in /usr/local/jive/var/logs folder):

• Web servers:
  • SBS Log files: These will appear as the Jive instance name with a .log or .out extension. There may be several SBS log files.
  • Garbage collection log files: These will have -gc- in the name.
  • The output of: jive snap -c 5 -i 5 > threaddump.txt
• EAE servers: eae-service.log
• Cache servers: cache-service.out
• Search server: service.log