This article provides troubleshooting steps when you receive an Apdex critical alert for Adobe Commerce in New Relic. The Apdex score measures users’ satisfaction to the response time of web applications and services. Immediate action is required to remedy the issue. The alert will look something like the following, depending on the alert notification channel you selected.
You will receive a managed alert in New Relic if you have signed up to Managed alerts for Adobe Commerce and one or more of the alert thresholds have been surpassed. These alerts were developed by Adobe to give merchants a standard set using insights from Support and Engineering.
Doing the above when you have received a critical alert, before you have troubleshooted the cause of the alert, may lead to your site becoming non-responsive, if you are not already experiencing a site outage.
Follow these steps to identify and troubleshoot the cause.
Because this is a critical alert, it is highly recommended you complete Step 1 before you try to troubleshoot the issue (Step 2 onwards).
Check if an Adobe Commerce support ticket exists. For steps, refer to Track your support tickets in our support knowledge base. Support may have received a New Relic threshold alert, created a ticket and started working on the issue. If no ticket exists, create one. The ticket should have the following information:
To identify the source of the problem, use New Relic APM’s Transaction page to identify transactions with performance issues:
Use New Relic APM’s Infrastructure page to identify resource intensive processes. For steps, refer to New Relic Infrastructure monitoring Hosts page > Processes tab.
If services like Redis or MySQL are the top source of memory consumption, try the following:
ps aufxin the CLI/Terminal. In the terminal output you will see cron jobs and processes that are currently being executed. Check the output for the processes’ execution time. If there is a cron with a long execution time, the cron may be hanging. For troubleshooting steps, refer to Slow performance, slow and long running crons and Cron job stuck in “running” status in our support knowledge base.
Once the source is identified, SSH into the environment to investigate further. For steps, refer to Cloud for Adobe Commerce > Technologies and requirements > SSH into your environment in our developer documentation.
If you are still struggling to identify the source, review recent trends to identify issues with recent code deployments or configuration changes (for example, new customer groups and large changes to the catalog). It is recommended that you review the past seven days of activity for any correlations in code deployments or changes.
If you are unable to find a solution within a reasonable time, request an upsize or place site into maintenance mode if you have not already done so. For steps, refer to How to request temp resize in our support knowledge base, and Installation Guide > Enable or disable maintenance mode in our developer documentation.
If the upsize returns the site to normal operations, consider requesting a permanent upsize (contact your CSM), or try to reproduce the problem in your Dedicated Staging by running a load test and optimize queries, or code that reduces pressure on services. Refer to Cloud for Adobe Commerce > Test Deployment > Load and stress testing in our developer documentation.