Solution

Follow these steps to identify and troubleshoot the cause.

WARNING
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 the 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:

  1. Contact Reason: select “New Relic CRITICAL alert received.”

  2. Description of the alert.

  3. New Relic Incident link. This is included in your Managed alerts for Adobe Commerce.

  4. Use New Relic APM’s Transaction page to identify transactions with performance issues:

    • Sort transactions by ascending Apdex scores. Apdex refers to user satisfaction to the response time of your web applications and services. A low Apdex score can indicate a bottleneck (a transaction with a higher response time). Usually, it is related to the database, Redis, or PHP. For steps, refer to New Relic View transactions with highest Apdex dissatisfaction.
    • Sort transactions by highest throughput, slowest average response time, most time-consuming, and other thresholds. For steps, refer to New Relic Find specific performance problems.
  5. If you are still struggling to identify the source, use New Relic APM’s Infrastructure page to identify resource-heavy services. For steps, refer to New Relic Infrastructure monitoring Hosts page > Processes tab.

  6. If you identify the source, SSH into the environment to investigate further. For steps, refer to SSH into your environment for Adobe Commerce on cloud infrastructure in our developer documentation.

  7. If you are still struggling to identify the source:

  8. If the problem seems temporary, perform mitigation steps such as an upsize or place the site into maintenance mode. 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 Adobe Account Team) 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. For steps, refer to Test Deployment > Load and stress testing in our developer documentation for Adobe Commerce on cloud infrastructure.

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