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KB15832 - Troubleshooting and recommended logs to identify high or 100% CPU issues

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Last Modified Date2/24/2017 5:28 PM
Synopsis
This article provides information about how to troubleshoot and recommended logs to identify high or 100% CPU scenarios with the Pulse Connect Secure (PCS) device.
Problem or Goal
Cause
Solution
High or 100% CPU seen in the system status graph may indicate a problem.  Administrators should be concerned if:
  1. CPU is constantly increasing over time and never decreasing.
  2. CPU is consistently high with little or no load on the device.
  3. Slow performance of PCS including users experiencing slow login time, slow response through the VPN tunnel and admin ui slowness.
  4. Cluster nodes consistently loss connectivity which cause cluster splits or VIP fail overs.
Normal CPU behavior are the following:
  1. CPU should increase as user count and throughput numbers increase.
  2. CPU should decrease as user count and throughput numbers decrease.
Under these conditions, if CPU does reach 100%, these are signs the device may be reaching their hardware limit.  For further confirmation, please gather the logs and open a support case at https://my.pulsesecure.net.



Logs to gather for root cause analysis:

  • System snapshot during or near the time of the issue.  If any process snapshot, these should gathered as well.
  • PCS logs
  • Screenshots of all system status graphs (covering the time of the issue)
  • Please note the time of the issue
  1. ​Navigate to TroubleShooting > System Snapshots
  2. Click Take Snapshot
  3. After a few minutes, a link for Admin generated snapshot will appear.  Click the link to download the snapshot.  If any additional process snapshot appear, download these files as well.
  4. Navigate to System > Status > Overview
  5. Ensure the graphs displayed covered the times of the issue, then take a screenshot(s) of all graphs
  6. Navigate to Logs/Monitoring > Events > Save All Logs
  7. Open a support case at https://my.pulsesecure.net 


WHAT CAN AN ADMIN DO?

  1. Is debuglog enabled with excessive detail level for extended period (either left enabled accidentally or done per support team recommendation)?  If debuglog is enabled, turn debuglog off.
  2. Is someone running a log query, specially on a large user access log, during heavy PCS usage?  If log query is configured, remove the log query and confirm if CPU does decrease.
  3. Is archiving running?  Archiving can cause short CPU spikes.  Once the archive is complete, cpu should decrease.
  4. Are there any event logs for process crashes or critical messages?  Please note process crash or critical messages when opening a support case.
  5. Are there any process or watchdog snapshots being created?  Download all process or watchdog snapshots from the System Snapshot page and include these as attachments when open a support case.
  6. Call Pulse Secure Support and fully describe user experience and the changes (if any) as per above examples.  Submit all logs.
Related Links
Attachment 1 
Created ByData Deployment

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