If the CentreStack application is consuming a lot of CPU cycles and causing web requests to fail with "Server Too Busy" errors, we will need to analyze the thread information from your w3wp.exe process with the highest CPU usage. This article describes an alternate and easier method to the WinDbg method described in an older article. Instead of actually processing the real-time thread information with WinDbg, this process simply captures a dump file that should contain the thread info that we need to diagnose the issue.
First, visit the following two diagnostic pages on the CentreStack server with any web browser, then choose File->Save As on your browser. Save the 2 pages as XML files on your Desktop:
To find the process with the highest CPU usage, open a Windows Task Manager and go to the Details tab. Sort the processes by CPU (descending) and find the top w3wp.exe process related to CentreStack. Most likely, the process' user name will belong to UploadDownloadProxy or Namespace IIS pools since these two web applications are responsible for most of the WCF services calls (Windows Communication Foundation) within the CentreStack software.
Right-click on the service name with the highest usage and choose Create Dump File. Below is a screenshot of what the UploadDownloadProxy process looks like. The CentreStack application uses the bitness that the server is capable of and will therefore create a mini-dump that can only be examined with WinDbg of the same bitness. In most cases, this will be 64-bit (since most servers are 64-bit). This is not applicable to CentreStack desktop clients, which are 32-bit. Therefore, generating a mini-dump for a 32-bit application from a 64-bit computer creates a 64-bit mini-dump that cannot be analyzed.
Navigate to the directory where the dump file was created and zip (or rar) the file along with the the proxyperf and nodeperf xml files from the steps above and send it to firstname.lastname@example.org. If the final file is over 7MB in size, please write to email@example.com requesting an upload-link first. If you simply attach a large file to an email, the attachment will get blocked by the customer service ticketing application (Zendesk).
To collect dumps for the Windows Client or Server Agent, it is best to use the 32-bit version of WinDbg and open the CoDesktopClient executable due to the bitness problem described above. Alternatively, you may use an application called UserDump from Microsoft. If you want to use this method, please follow these steps:
- Download the UserDump application: https://www.microsoft.com/en-us/download/details.aspx?id=4060
- Using the Windows Task manager, find the process ID corresponding to the w3wp.exe process running under the namespace application pool.
- From an elevated command prompt, change the current directory (CD) to the UserDump installation folder. At the time of this writing, the UserDump version is 8.1, so for the 32-bit Windows Client, you would type:
- Then, type the command to create the dump:
userdump [PROCESSIDHERE] dump.dmp
After you've saved the dmp file using any method above, collect the exact CentreStack version and access point (URL). To find the product version, please refer to the article named: Where Are the Product Versions? Our support specialists will need the CentreStack version in order to process and analyze the dump file, so this is a very important step.
When you have all the information ready, please contact support at firstname.lastname@example.org and ask for an upload link.