Troubleshoot performance using New Relic on Adobe Commerce

Last update: March 10, 2025

CREATED FOR:

  • Developer

This article provides troubleshooting steps to solve Adobe Commerce on cloud infrastructure performance issues using New Relic. It also provides resources for further information. The following issues covered in the below table with recommended resources are:

  • Low Apdex score
  • High CPU usage
  • High I/O operations
  • Outage
IssueTroubleshootingResources

Low Apdex score:

Your New Relic Apdex score measures users' satisfaction with the response time of your web applications and services.

You log in to New Relic > APM > Overview. On the right side of the Overview page you see the Apdex score graph. An Apdex score of 0.5 or less is a point of concern and warrants investigation: Web-transaction times (server requests):

    1. Log in to New Relic > APM > (Select an app) > Overview. Make sure the filter is set to Web transactions time on the main chart drop-down filter. Below in the Transactions table, look for App server time. Verify if you have any long-running or suspicious transactions.

    2. Investigate them individually by going to Monitoring > Transactions and make sure to set the filters for Web and Most time-consuming .

    3. Then search for third-party modules that consume resources: payment providers, ERP, etc.

    4. In the Monitoring section of APM:

      1. Click Transactions.
      2. Scroll down, click Show all transactions table.
      3. You can sort transactions by various parameters and jump to those that cause suspicion.
      4. Review those transactions with a low Apdex score, unusually high Count or high Avg time, or Dissat %.
      5. Click on each individual transaction. If you cannot resolve the issue, submit a support ticket.
      6. If you need to investigate further, consider checking non-web transactions.

Non-web-transaction time (operations and background tasks):

    1. Log in to New Relic > APM > (Select an app) > Overview. Make sure you select Non-web transactions time on the main graph drop-down filter. Click individual transactions in the Transactions table. Look for long-running or suspicious transactions. This includes backend jobs, cron jobs or import/export jobs, including third-party.
To learn more about New Relic Apdex score, refer to New Relic Documentation > APM Apdex > Measure user satisfaction. You may also refer to Managed alerts for Adobe Commerce: Apdex warning alert in our support knowledge base.

High CPU usage:

High CPU usage can indicate there is a particularly busy service, like MySQL, Redis, etc.
  1. Log in to New Relic > Infrastructure > Processes.
  2. Review CPU graphs to see if there is any stuck or high-consuming process that is using more than 100% CPU time and compare against processor count on the instance. Pay attention to peaks in resource utilization. It is not recommended that you kill a process unless it is a stuck cron.
To learn more about performance metrics, particularly CPU percentage, I/O bytes, and memory usage for individual or groups of processes, refer to New Relic Documentation > Infrastructure UI page > Infrastructure Host page > Processes tab.
High I/O operations: For each customer, this number would be individual but will be significantly different from the average.

Look for an unusual spike compared to previous average I/O operations:

  1. Log in to New Relic > Infrastructure > Processes.
  2. Review I/O Read Bytes Per Second graph.
  3. Record the time of the spike.
  4. Click on APM.
  5. Make sure you select web transactions time on the main graph drop-down filter.
  6. Set the time for the time of the spike you recorded.
  7. Search for transactions that have caused high I/O operations.
  8. Drill down into each Transaction trace > Trace details to find what might be causing issues.
Outage: New Relic determines outages by Apdex. You will see a red line on the Apdex score graph, which indicates Apdex < 0.4, which is considered an outage.

Investigating an outage may take several steps, examining web and non-web transactions, databases and third-party transactions. Web Transactions:

  1. Log in to New Relic > APM > Overview. Make sure the filter is set to Web transactions time on the drop-down graph filter.
  2. Manually narrow the time window.
  3. Click on Transactions. Make sure the filters are set to Web and Most time-consuming. Investigate the longest-running transaction.
  4. If you need to investigate further, consider checking non-web transactions.

Non-web Transactions:

  1. Go back to the Overview page and switch to Non-web transactions on the drop-down filter.
  2. Review transaction traces at the very bottom of the page, one by one.
  3. Depending on the issue, you may need to use a third-party tool like a PHP profiler to find a bottleneck.
  4. If you need to investigate further, consider examining database processes.

Database processes:

  1. On the APM page, go to Monitoring > Databases.

  2. Sort by Most time-consuming.

  3. Review TOP queries.

    Note: UPDATE or INSERTqueries are the most CPU-consuming queries.

  4. Switch to Throughput from Sort by selector and look for processes that have caused the database throughput to drop-down.

  5. If you need to investigate further, consider examining third-party services.

Third-party services:

  1. On the APM page, go to Monitoring > External services.
  2. Select the Slowest average response time from Sort by drop-down list.
  3. Look for processes that occurred just before the outage.
To learn more about investigating specific performance problems, refer to New Relic Documentation > APM UI pages > Transactions page > Use drill-down functions.
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