000037605 - How to Troubleshoot-Load Test Environment in RSA Adaptive Authentication (Hosted)

Document created by RSA Customer Support Employee on Jul 13, 2019
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Article Number000037605
Applies ToRSA Product Set: Adaptive Authentication (Hosted)
RSA Product/Service Type: Adaptive Authentication (Hosted)
RSA Version/Condition: 12.0
 
IssueAfter a Load Testing environment is reserved(LT1)  there are timeouts when the customer attempts to connect and send transactions. 

There may be timeouts on the initial transactions (4 - 10), what is causing this? 

 What can RSA do to help with this?
TasksCustomer
  1. Open a case with RSA Support and provide details including the LT1 reservation window. 
  2. Any data on the timeouts, the amount of traffic sent, what is being sent. 
  3. Make sure you are doing Load Test and not Functional Testing on the LT1 environment

CS -- Open a Jira with SaaSOps and provide the customer information. 
ResolutionThe purpose of the LT environment is to establish a connection(that may be greater than 4 Sec)  to the load test environment and after that send the transactions to measure the Load. 

SaaSOps will perform a check on the customer region LT1...    
  1. Checking on the response of test transactions to the LT1 environment
    There usually is an initial lag in establishing an LT1 connection-- 

    Looking at the data flow of the system -- 
    Web Server to Application Server  to Database..  (and back out for the response. )


    The initial lag is due to the need to establish an open (connection) session between the  Application Server and the  Database. 

    An example test --4 transactions to UBOC LT1.

    The first 3 time lags which would be considered a time out for each at 2.8 seconds. 
    The fourth and subsequent attempts were all approx .36 seconds.

    You must allow for an initial transaction to timeout.    

    Results-- this is a test of the UBOC LT1 environment and it is successful. 
     
  2. SaaSOPs will test the BackOffice to make sure it opens immediately and log in and navigate within the BackOffice to make sure there is an immediate response.
  3. Test the connection to the webservices  wsdl.  to make sure it opens up and displays with an immediate response. 
    If the Test passes then SaaSOPs will state the issue is not seen on RSA side.  

    Asking the customer to provide a more statistical representation of your initial transaction times. (not screenshots)   Make sure there is clarification what in the customer testing is considered a timeout? (RSA SLA are 4 secs)
    Also, ask - Did you try measuring the actual transaction times for multiple attempts? 

    Also, explore that there may be a lag in the transaction getting to the RSA AAH LT1 webserver, that RSA cannot control (in the internet-- your ISP.) 

     the purpose of LT environment is to establish a connection(that may be greater than 4 Sec)  to the load test environment and after that send the transactions to measure the Load. 

    IF the test does show timeouts, then SaaSOps will look into the LT1 servers and restore the service.   SaaSOps will also make sure that the setup has the right number of dedicated Web and Application Servers for the traffic that is passing through once the system is up. 

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