Reporting Alma Primo Performance Issues

Reporting Alma Primo Performance Issues

Info
Occasionally, Alma or Primo will be very slow to respond or not open at all.  This article gives troubleshooting tips.
PALS tips
1. Try logging in with a different Browser.
2. Restart the computer.
3. Check with your colleagues to see if anyone else experiences the same issues.
4. Check your email. PALS staff will share outages via the mnpals-alma-communty@lists.mnpals.org mailing list. Sign up for the list serve here.
5. Open a Support ticket with PALS. Opening a ticket is important, as it can give the PALS staff a sense of whether the problem is isolated or widespread.

Ex Libris may require the following information to assist them in diagnosing the problem.
1. What is your "source" IP Address / the IP Address of your computer that was used during the replication of the issue? https://whatsmyip.com
2. Provide a trace route
  1.  A Trace Route is a command-line tool in Windows that traces and logs the information of a packet being sent from the current computer/IP address to the destination IP Address or Network.
  2. This can be done by running the following command in the CMD interface (can be opened by running 'cmd' in the Windows 'Run' interface):
  3. Windows – tracert na04.alma.exlibrisgroup.com
  4. The output should be copied after approximately 2 minutes and attached to the case.
4. Provide an MTR file
An MTR file allows for checking the routing/connection information between your computer and the Alma Server for diagnostic purposes.
  1. In order to do that, the following application can be used:
    https://sourceforge.net/projects/winmtr/
  2. Once downloaded, you can open it and input the target server hostname (for example, na04.alma.exlibrisgroup.com) and click start:
    After 2 minutes, please click 'Export TEXT' and attach the exported file to the case.
  3. Ideally, the Ex Libris Cloud/Network Teams would want an MTR from when the connection works as expected, and an MTR from when network interference is experienced, so they can better compare the two for any issues.

5. HAR File:
HAR file - Ex Libris would want a HAR file from when the connection works as expected and another from when network interference is experienced.
Instructions for generating a HAR file can be found in the following knowledge article.
 




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