Several factors can contribute to performance issues in the NetSuite application. Slow performance on a server at NetSuite, network performance, or the performance of the user’s computer (client performance), can all affect the NetSuite application.
There are a few simple tasks that you can suggest your users try to determine if they are having a performance issue:
Perform the attempted action (for example, load a record or run a report) 3–5 times to warm up caches. This might be especially helpful after a weekend or holiday.
Attempt to execute the action using multiple users. This might be helpful to identify user-specific errors.
If the above suggestions do not work, the following information can help you to identify the source of the performance issue your users may be experiencing, and provide guidance for troubleshooting.
Gathering Performance Details
To help users to identify performance issues, you can ask them to double-click the Oracle NetSuite logo in the upper left corner of any page in the NetSuite application to display Performance Details.
This window displays performance details that can be helpful for troubleshooting. This information will be different for each user.
The Performance Details window includes the following data:
Total – Displays total page load time in seconds.
This data may not apply to reports, dashboards, centers, or saved searches.
Server – Displays the page load time in seconds and the percentage of the total page load time spent retrieving information from the NetSuite server.
Server SuiteScript – Displays in seconds and as a percentage, the server time that was spent on server-side scripting created in your system.
Server Workflow –Displays in seconds and as a percentage, the amount of server time that was spent on work flows created in your system.
Network – Displays in seconds and as a percentage, the total page load time for data to travel from your Internet Service provider's server to your computer.
Client – Displays in seconds and as a percentage, the total page load time for your computer to render NetSuite page.
Page – Displays the web address of the page you are viewing in the application.
Email – Displays the email address associated with the account.
Time – Displays system date and time.
The information in the Performance Details window is based on the data sent to the client from the server. Occasionally, when the end to end time metric is not sent from the server, only the client, page, email, and time are shown.
When you report a Network Performance issue to Customer Support, please include answers to the questions below. This information will help to diagnose and resolve the problem quickly.
What browser are you using?
- When did the issue start to happen? Are you aware of any changes deployed before this occured?
- How many users are affected right now? Is this happening to ALL users or just some?
- Is this happening to the Production (live) or Sandbox (test) acccount?
- Provide at least 3 email addresses of the affected users
- Please cite the pages where the slowness occur
- Provide at least 3 sample of Performance details screenshots (one for each transaction/entity page)
The more information you add to a case, the better our Support Team can serve you.