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KB41005 - High CPU levels when utilizing HTML5 Access

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Last Modified Date1/25/2018 7:35 PM
This article describes an issue where high CPU levels occurs when using the HTML5 access feature.

Problem or Goal
When multiple users are utilizing HTML5 Access feature, the administrator may notice consistently high CPU levels on the Pulse Connect Secure (PCS) device.

Due to high CPU levels, the following symptoms may occur:
  • Web, guacd, and watchdog process snapshots may be created
  • End users may be get disconnected from their terminal session often.
  • Overall services on the box may be impacted.
Most common causes are due to multiple users accessing heavy graphical content via HTML5 for example :
  • AutoCad.
  • HD video applications.
  • Live streaming video content.

We are aware of the situation and we are working to optimize the HTML5 Access experience and will update the KB once we have a solution to the situation of the overall CPU of the box being impacted, this requires significant amount of work and we do not have an ETA on the same. We advise the users not to access HD and heavy graphical content via HTML5 in the meantime.

To confirm if we are running into the issue, please collect logs following below steps:
  1. ​Navigate to Maintenance > Troubleshooting > Monitoring > Debug Log
  2. In the Max Debug Log Size, set to 250MB
  3. In the Process Name field, enter guacd
  4. Click Save Changes
  5. Once saved, replicate the issue
  6. Navigate to Maintenance > Troubleshooting > System Snapshot
  7. Click Take Snapshot
  8. After a few minutes, a link will be available to download the snapshot
Once completed, please open a support case with the following data:
  • System snapshot (after replication)
  • Any web, guacd or watchdog process snapshot
  • Pulse Connect Secure (event, user and admin access logs)
  • Provide information about what applications or content is accessed through the HTML5 Access session


  • Restart the services of the box to terminate the guacd processes and lower the CPU.
  • Have users access high graphical content via Windows Terminal Services (WTS) or Premier Java RDP applet.
Related Links
Attachment 1 
Created ByBiju Kadavil



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