Single User on our JIRA Instance experiencing major slowness.

I have a single user experiencing major slowness, any thoughts or ideas why this might be occuring?

2 answers

1 accepted

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Joe Wai Tye Atlassian Team Sep 08, 2013

Hi there,

Hmm, taking into account the situation as well as Nic's suggestions, I currently suspect one thing : the machine itself could be causing the situation. Could you ask the affected user to try using a different machine, and see if the issue persists?

Also, does he/she have any unsaved filters still logged in their Issue Navigator? Please ask him/her to go to the 'Issues' dropdown, and subsequently click on 'Search For Issues'. This should clear any JQL filters that are currently active.

Hi Joe, that worked! It was an unsaved filter. Thank you for both of your help! Have a good one !

Bother, I was nearly there too :-) Well spotted Joe!

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If it's a single user, then you need to look at the differences between them and a user who is working ok. What is different about their account? What are they doing differently? Are they in a different physical location or on a separate network?

Hi Nick, thanks for responding. There is no different with this user's instance and his coleagues. Their using the same network and are working from the same area. We know its not his Dashboard or Filters. The issue occurs when he tries to go into a ticket. Takes a long time to go to the 'view issue' screen and then long time to edit.

Ok, that rules out a lot of possibilities.

Is this the same issue every time, or every issue they try to view (and then edit)?

Often, we find it's actually the browser instead of the server - could you check the versions of their browser, and try another browser if possible? One really quick trick if you've got a proper browser is to try it in "safe mode" - if that works ok, then they've got a plugin or config tweak breaking their browser. If it's still slow, then you need to start looking at the network side.

I just Sudo logged into the user's session, it's the same for all tickets. We have tried enabling safe mode in multiple browsers and the browsers are all up to date.

What do you mean by "sudo logged into session"? (Screen control on their client machine? Using sudo on a command line to impersonate them? Sudo plugin? There's a few options here...)

Anyway, whatever you're doing, now that you've ruled out browsers, you need to pick an issue view that is slow for them and:

  • Log in as them (no sudo) on your machine
  • Log in as you on your machine
  • Log in as you on their machine
  • Log in as them (no sudo) on their machine

The fast/slow response times on those four will tell us a lot about where the problem is. For example, on your machine, if it's fast for you and slow for them, then you know it's something in their settings. If it's slow on their machine for both of you, and fast on yours, then you've pretty much proved it's a problem with their machine or network. And so on.

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