Poor Overall Performance of Siebel Application, High CPU on Siebel Servers, High Consume of Siebel Garbage Collector Engine

(Doc ID 2342073.1)

Last updated on DECEMBER 21, 2017

Applies to:

Siebel CRM - Version 8.1.1.14 [IP2014] to 17.1 [IP2017] [Release V8 to V17]
Information in this document applies to any platform.

Symptoms

Some customer reported overall Siebel Application performance issue is observed when upgrading from previous versions to Siebel IP 2015.

The following patterns could be observed:

A)
A.1) Siebel CTI users log on and initially experience a "good" performance when switching between different Siebel Application views.. 
A.2) This "good"  performance gets constantly worse as the hours passes, a simple user view navigation using screen tab can take up to 30 seconds.
A.3) A temporary workaround is logging off and on again. After doing so, the performance is initially good again
A.4) After several minutes or hours the performance during user navigation start again.

B) During Siebel Load Test performance tests the login time in Siebel Application increase taking up to 50 seconds to complete the login .
B.1) It was observed that most of the time is lost in execution of Communications Client BS method 'IsCommEnabled' and ‘IsCommError', taking several seconds for the method to be executed.
B.2)The user navigation is also having performance issues taking several seconds to be executed.

The application is highly customized using several custom Business Services and Scripting.

Investigation with SARM data for a Siebel user who has the performance issues it was observed that the Siebel user spends 28.5 CPU sec per minute on Garbage Collection (GC) calls (19000 calls per minute!). This is in line with the observations from the Siebel CTI users, that they need to wait 30 seconds when changing screens. This does not happen when the agent has just logged in. This points into the direction of a GC issue that builds up over time where at some point in time the GC is executing too often for the Siebel CTI users.

Cause

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