Opening a Record is Very Slow

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Hello All,

Suddenly all our CRM agents are complaining a significant delay when opening a record from different entities (incident, Contacts ...etc). Views are working fine on the same time the slowness happens. We have our CRM deployed on AZURE cluster.

Any ideas on how to start troubleshooting this issue.

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Radu Chiribelea 6,667 on at

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RE: Opening a Record is Very Slow

Hi AWT,

I see you are using 2 FE Servers. Is the deployment manager configured for an NLB configuration? - See following blog: blogs.msdn.microsoft.com/.../network-load-balancing-microsoft-dynamics-crm-2013

Additionally, how is the affinity set against the NLB? If it set to single (Multiple requests from the same client must access the same member; useful for clusters within an intranet.)? Other NLBs might use different naming convention for that. However the functionality is the one I've described. Additional Information can be found here: technet.microsoft.com/.../bb687542.aspx

If you try to bypass the NLB, for example edit the HOST file on one of the clients, to connect directly to a CRM FE do you see any difference ? Try this against both of the FE.

Another aspect - you are on CRM 2015 RTM - did you consider upgrading to the latest UR 7.0.3? I wouldn't put much hope in this solving the issue, however it's always best to be on the latest UR, to exclude any potential bugs that can be in between builds.
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RE: Opening a Record is Very Slow

Thank you very much for your response.

This is the result of running performance center, as you can see the Read-Ready stage is taking too much time.

I want to highlight the following as it could help:

our CRM solution architecture involving the following servers on AZURE cloud

I didn't notice any unusual behavior or spike in our servers regarding:

CPU

Memory

Bandwidth

Also no spike or unusual behavior regarding SQL Server.

Tested on different browsers, but the issue still the same.

Network time has diagnosed our network and it is working properly.

All my test done as a system administrator.
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Radu Chiribelea 6,667 on at

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RE: Opening a Record is Very Slow

Hi AWT,

What CRM build are you on? Were there any updates installed recently or any security changes on the deployment?

Usually performance issues need to be tackled from multiple angles.

My suggestion is to define a clear scope to know what you are after. Select one scenario - for example, focus on the slowness when opening a Contact record.

Some suggestions to try when facing performance issues

Measure the time it takes to open the contact record and compare it to a Vanilla CRM organization (a new Organization on the same deployment without any customizations) - do you see any differences ? If you do, then it's probably something related to customizations. and you need to review the existing customizations.

Have you tried using different browsers - do you see any difference

How does it behave for a System Administrator user?

You can enable CRM Platform traces at a Verbose Level and check there if you see any gaps between various actions against the same thread. This might give you a heads up on where time is being spent server side.

You can also collect some Network traces between Client & CRM Server and see if you have any lost packages.

How does memory & CPU look like on the CRM & SQL Server when you face slowness? Do you see any spikes? You can use PSS Diag to get a detailed SQL Trace: https://support.microsoft.com/en-us/help/830232/pssdiag-data-collection-utility

Collect also some IIS Logs on the CRM Server + Fiddler on the Client and see the response times (where time is being spent)

Please keep in mind, that when troubleshooting performance issues, tracing can also impact - is it does I/O Operations and additional processing. So you would need to be aware of this aspect when enabling tracing. Best is not to enable all at the same time, but rather try to narrow down step by step, until you have a potential suspect on where the issue might be coming from. Afterwards you can enable against that component more detailed tracing.

Hope this helps,

Radu