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Checklist for Troubleshooting Web Application in Internet

March 6, 2013 by kiranbadi1991 | Comments Off on Checklist for Troubleshooting Web Application in Internet | Filed in Browser, Development, Environment, Quality, Small Businesses

One of the hard things of troubleshooting the production issues is to identify the root cause of the issue. When the application is deployed in the open internet and accessed by the variety of the browsers, and has large number of hops in the network, it becomes quite a challenging task. So in this post I will walk you through the list of things which needs to be checked at high level on client side in order to identify the root cause of the issue and before proceeding to do the review of the code base.

Browser Setting

  • What is the proxy setting of the browser, does it access the application via proxy or connection is directly to the internet.
  • How is browser configured? Does the user have administrative rights or he has basic rights on the browser settings.
  • Is the browser configured to show user friendly messages? If Yes than can we reproduce the issue by removing those user friendly messages and just displaying the actual message which application is throwing.(Please note if your application does not do proper error handling, there exists a risk that you are displaying nasty code to the users. E.g. Famous yellow screens of the .net)
  • Is the browser configured to run in standard mode or compatibility mode? This point applies to IE. (Ajax and UI Issues are most often related to compatibility mode)
  • In case the issue is related to certificate, then checking whether the relevant certificate is present in trusted store often helps.
  • If your application uses popup windows to display some information, then checking if there are any add on or setting in browsers which is blocking pop ups also helps. Some browser add on silently block pop ups without giving any information to the users.
  • Is the browser setting on default? These are the setting which is factory default. One of the easiest ways to troubleshoot issues is reset the browsers to default setting.

Client Computer Settings

  • Is the client computer behind the firewall? If yes than verifying that it’s correctly configured saves lot of time.
  • Checking the antivirus software installed on the client machine also helps. Sometimes in case where your application uses specials character, there exists a chance that badly configured antivirus might filter out or block the incoming responses.
  • Hardware and software configuration of the user’s machine. In case if your application does lot of heavy lifting on the client side, then it often helps to educate the users that minimum configuration needs to be met.

Network Infrastructure and configuration

  • Is the network correctly configured? Using the bidirectional ping command often helps to identify the network issues.
  • Is the client able to resolve the application host name correctly?
  • Checking how many hops the user needs to make to connect to the server also helps
  • In increasing user experiences. General Thumb rule I often use is more the hops user does to connect to the server, more the response time he is going to get.
  • Is there any load balancer or firewall between the server and client? If yes than checking if they are correctly configured also helps.

User access or Login Issues

  • Is the user giving the right credentials and if yes then checking if server is doing correct validation of credentials also helps.
  • Is the identity and access validation done by application or by third party component like Site minder? If by third party, then checking the third party component in isolation often helps.
  • Does the user have appropriate access level to access the resources? If yes then further troubleshooting is required. Else its waste of time.
  • If browser is client, then disabling friendly error message settings in browser will reduce the time to identify the issue by almost 50% since no extra debugging tools are required unless the case if of missing or stolen headers.

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