Troubleshooting Slow Performance in Jama Connect®

Published Date: February 7, 2025
Validated: Yes
Audience: Everyone
Products and Versions Covered:
• Jama Connect® (all supported versions)
• Cloud/CVC
• Self-hosted

Summary

Performance is a critical part of the Jama Connect® experience. This article explains how Jama Software® investigates performance-related issues and how you can help accelerate troubleshooting when slowdowns or system delays occur.

Performance issues can originate from many layers of the system, including browsers, networks, infrastructure, integrations, application configuration, or data complexity. What appears to be a user interface slowdown may actually stem from another component in the environment.

Because performance troubleshooting is investigative and collaborative, providing detailed context when reporting an issue helps Jama Support identify root causes more quickly and reduce time to resolution.

When reporting a performance issue, gathering information across four key dimensions improves diagnosis accuracy:

1. Who Is Affected?

Identify:

Whether all users or only certain users are impacted
Whether affected users share the same role, permissions, or license type
Whether critical users or business workflows are blocked
Who first observed and reported the issue

2. What Is Happening?

Describe:

Whether the issue involves slowness, errors, timeouts, or complete failure
Which specific pages, actions, or features are affected
Whether the issue affects the entire application or isolated functions
What “slow” means in measurable terms (HAR files are especially helpful)
Expected behavior versus actual behavior
Whether this behavior is new or has changed over time
Whether the issue occurs in all browsers or only specific ones
Any recent environmental changes, upgrades, configuration changes, or new integrations

For self-hosted environments, include:

Recent hardware changes
Infrastructure updates
Network changes

3. Where Does It Occur?

Clarify:

Whether affected users are in the same office or geographic region
Whether they are using the same network
Whether VPN access is involved

4. When Does It Happen?

Provide:

Exact start date/time if known
Whether the issue is constant, intermittent, or resolved
Any identifiable patterns (time of day, after certain actions, peak load periods)
When performance returns to normal

Resolution

If you are experiencing a performance issue, use the following steps to help resolve it efficiently:

Step 1: Determine Severity

If Jama Connect® is completely down or unresponsive:

Immediately gather thread dumps
Generate a support bundle
Submit a high-priority support case

Step 2: Collect Diagnostic Data

Provide as much of the following as possible:

Support bundle
contour.log files
Browser HAR/network trace files
JavaScript console logs
Screenshots or timestamps showing slow behavior

Step 3: Verify Environment Health (Self-Hosted Only)

Confirm:

Your deployment meets the Supported Software & System Requirements
Adequate CPU, memory, disk, and database resources are allocated
No recent unsupported infrastructure changes were introduced

Step 4: Submit Detailed Support Information

When opening a support case:

Include findings from the four troubleshooting dimensions above
Describe business impact clearly
Identify blocked teams or urgent deadlines

Step 5: Participate in Collaborative Troubleshooting

Performance investigations may require:

Follow-up questions from Support
Reproducing the issue in test environments
Testing configuration adjustments
Collecting additional logs over time

Step 6: Evaluate External Dependencies

Some root causes may involve:

Proxy servers
VPN/network routing
Browser extensions/configurations
SSO providers
Third-party integrations such as Jira, Tasktop, or Rally

If external systems are involved, remediation may require coordination outside Jama Software®.

Step 7: Allow Time for Root Cause Analysis

Some performance issues require:

Multi-stage investigation
Reproduction in controlled environments
Engineering review and product defect remediation if applicable

Not all issues have immediate fixes, but Jama Support will continue working with you until the cause is identified.

What to Expect When You Contact Jama Software® Support

Performance-related cases are often more complex than typical support issues. You can expect a slightly different process, including:

You’ll Be Involved Throughout the Process

Performance troubleshooting is a joint effort. We may ask for additional information, test theories together, or iterate through several rounds of observation and data collection.

We’ll Ask Follow-Up Questions

This is an iterative process. As we uncover new information, we may ask additional or seemingly unrelated questions to narrow our focus. These aren’t guesswork—they’re based on collected data or used to rule out possibilities.

We’ll Request Data—Sometimes a Lot of It

We often need detailed logs, metrics, or configuration data to diagnose performance issues. For self-hosted customers, this may include:

Support bundles
contour.log
Browser network traces (HAR files)
JavaScript console logs

We'll guide you on what to collect and how.

You May Use New Tools

To gather the right data, we might recommend tools you’re unfamiliar with. We'll always suggest built-in tools first. If third-party tools are required, we'll recommend free, security-conscious options.

Reproducing the Issue May Be Necessary

If we can’t reproduce the issue ourselves, we may ask you to replicate it in a test environment. This helps us isolate the root cause and rule out environmental or user-specific variables.

You Might Need to Make Configuration Changes

If we identify a suspect configuration or data pattern, we may ask you to make changes to confirm the hypothesis. Whenever possible, we’ll do this in a test environment, but sometimes production changes are necessary.

The Root Cause Might Be Outside Jama Software®

Some performance issues stem from external sources—such as proxies, networks, browser configurations, SSO providers, or third-party integrations (e.g., JIRA, TaskTop, Rally). If we determine that these factors are contributing, we’ll ask that they be addressed externally first.

There May Not Be an Immediate Fix

We understand performance issues can be disruptive. Identifying the root cause can take time, and fixes—especially for underlying architectural or data-related issues—may require development work and QA testing. We’ll keep you informed every step of the way.

What Should I Do If I'm Experiencing a Performance Issue?

If your site is down or unresponsive, please immediately gather thread dumps and a support bundle:

How to Perform a Thread Dump

If you're self-hosted:

Review our Supported Software & System Requirements to confirm your configuration is supported.
Ensure you’ve allocated sufficient resources to both the Jama application and database servers.

If the issue persists, please:

Refer to the Four Dimensions of Performance Troubleshooting above.
Provide as much detail as possible in your support ticket.
Collect logs and empirical data (e.g., HAR files, contour.log, support bundles).
Let us know if any critical work is blocked.

We’re here to help—and the more we know, the faster we can assist you.

Additional Resources

Please keep in mind the following: Some additional resources require a Support Portal Account to log in.

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