If you are experiencing any performance or latency issues with piplanning.io during a PI Session, please follow the guidance in this article. Our goal is to find the root cause and rectify the issue ASAP.
Overview of Troubleshooting Steps
IMPORTANT: Record and share information about the actual event in your initial contact with us.
Record and share specific date and timestamp (include timezone) when you experience the performance issue. Include the frequency too.
Share data about your context + environment (e.g. Browser, Network Connection)
Describe the User Action/s you were performing, the Board name, and specific details of the actions being performed in the UI. This is extremely important for clarity and allows us to diagnose quickly the likely root cause.
Advise us if other Users on your team or in your organization are experiencing this same issue.
Check the piplanning.io Status Page to see if there is any reported service degradation or outage from our data centers.
Launch the Connection Status (Profile > Connection Status) page as soon as possible and start tracking the response times for piplanning.io services.
It is sufficient to capture 4 mins of activity on the Connection Status page
You can take a screenshot of the Connection Status page after 4 mins and share that with your piplanning.io Administrators, RTEs or directly with us.
Perform some simple tests to quickly pinpoint and identify the scope of the issue.
Note: the data you will obtain from this activity will be invaluable to both you and us.
Use the browser Developer Tools to capture specific information that will help identify where the bottleneck is with rendering and displaying the piplanning.io UI; if it is an issue with your local browser/machine or a WAN/LAN network issue, this data will allow you to engage your internal network teams effectively.
Step 1: Record + Share Timestamp, Environment, and User Actions
It is helpful to provide the following information in your initial contact with us:
Username and Date/Timestamp + Timezone of the performance issue
Details of your local computer HW/SW where it makes sense:
Browser Type/version
OS/version
Local computer CPU/RAM resource specs and usage
Detailed description of the user actions being performed and the specific Board/pages when the latency/performance issue was encounter
Information about how many users are impacted or experiencing the issue
Step 2: Check the piplanning.io Status Page
We have a Status Page that will tell you in realtime the status of the piplanning.io services:
Collaboration Environment (all the Boards in your PI Session),
RTE Cockpit
WebHooks receiver/listener service (for updates from the ALM tool to piplanning.io)
https://piplanning.statuspage.io/
Check this page to know if there are any issues related to the uptime of these services. IF, the services are operational and displaying a green status, the next thing to do is move to steps #3-5, below.
Step 3: Launch Connection Status page + record ~4 mins of activity
Launch the Connection Status page (Profile > Connection Status) and let this page run for approximately 4-5 mins.
After 4-5 mins take a screenshot and send it to your point of contact (piplanning.io Administrator or RTE) or directly to us.
Launch the Connection Status page from the User Profile menu
The Connection Status page is a diagnostic tool that allows us to measure the exact response times you are experiencing as an End User, and also baseline or compare that to other internet services like Google.com.
Take a screenshot of the Connection Status page after ~4-5 mins and share it with us
Step 4: Perform additional tests to identify the root cause...
IF the tests below are applicable to your situation, AND IF you have the time, performing these tests and reporting the results would be helpful and very much appreciated.
The goal here is to collect data that helps us make logical decisions about how to resolve the issue. We sincerely thank you, in advanced, if you are able to complete this activity.
Here are some ideas of exploratory tests to execute; again, please share the results:
Test Case 1:
IF, you are on a corporate VPN or behind a firewall, THEN please try to test if the issue can be reproduced when you are off the VPN or not behind the firewall.
Test Case 2:
IF, you are using the MS Edge or Safari browsers, try using a different browser like Chrome or Firefox.
Step 5: Inspect the network activity from the Browser Developer Tools
In the browser tab were you have piplanning.io Collaboration Environment open
Go to the Browser Developer Tools. Example: on Chrome this is
View > Developer Toolsor keyboard shortcutOption + Cmd + IIf needed, please Navigate to the Network tab in the Developer Tools window
Please refresh the browser. Then perform the same actions that you were trying to execute when the latency issue was observed. In the Network tab you will see a list of all the resources loaded, and the status/times for each resource being loaded on the page.
Find the resource/activity that is taking the longest time or displaying an error code. See screenshot below.
Click on the resource Name hyperlink (in the 1st column) to open up the details of this resource. Navigate to the Timing tab to see the waterfall graph with the time phases.
Please take a screenshot of the waterfall chart in the Timing tab, and send it to us. See screenshots below for additional guidance.
Open Developer Tools in the browser, navigate to the Network tab. Refresh the piplanning.io UI. Sort + find the activities (resource/s) with the longest Time.
Click on the resource Name hyperlink (the ones with the longest duration). Next, click on Timing tab. PLEASE: Take a screenshot of the waterfall graph and send it to us.
Please send us a screenshot or download of the Timing phases in the waterfall chart.
LASTLY: We want to take a moment to express our sincere appreciation for all collaboration with us during an event when the performance or quality of the experience is degraded.
Please contact your piplanning.io Admin or PI Admins and share with them all the information outlined above, so they can pass it onto us.
When you provide the information outlined above, in the initial contact to us, it allows us to start investigating immediately. That gives us the best chance to effectively identify the root cause and implement a resolution.
Please try to provide the information outlined in the bullet points above in any initial contact about performance/latency issues.