CPU utilization shows incorrect values, High memory utilization, Logs not showing up, etc.
03/26/2020 61 14529
You may encounter situations when you experience multiple issues like the following:
- Under "System" > "Status", CPU utilization shows incorrect values (e.g. 71103725%).
- High memory utilization under "System" > "Status".
- Logs are not displayed under "Log" > "View". Instead, the following message appears: "Sorry, the SSL VPN server you are trying to reach is unavailable at this time. Please try again later".
The screenshots below show some examples:
These issues are normally caused by an excessive utilization of the appliance resources.
First of all, make sure you are not exceeding the capacity for that specific SRA model. You can download the capacity report for that specific model from "System" > "Administration" > Click on "Download" button on the right hand side of the SRA Capacity Matrix Report.
If the device is not being utilized above its capacity:
- Verify that the Debug logs are NOT enabled under "Log" > "Settings". Debug logs should only be enabled during the troubleshooting and for short periods of time. The settings shown in picture below are the ones that are set by default and are a good balance between performance and log verbosity.
- Check that the option "Send Event Logs" is set to "When Full" or "Daily". "When Full" is the recommended option for the appliance stability.
- Check that the Category "Reverse Proxy" is NOT selected under "Log" > "Categories". That option should only be enabled for troubleshooting purposes.
- Verify that the option "Enable Packet Capture" is NOT selected and the "Log level" is NOT set to “Debug”. Like above, this should only be enable for troubleshooting purposes as it consumes unnecessary resources.
- Not following the tips described above can lead to issues with the logs growing too much and filling up the SRA internal memory, which in turn could lead to more performance issues. In normal conditions, if the log rotation is done correctly the log size should not be bigger than 50 MB.
You can check the size of the logs by downloading the TSR as described in the KB https://www.sonicwall.com/en-us/support/knowledge-base/170502815747223. When you open the TSR you will see 2 files named "eventlog" and "eventlog.1" (see screenshot below). Check that the size of those files is not bigger than 50 MB. If they are bigger, clear the logs from "Log" > "View" > "Clear Log". In case you cannot see the option "Clear Log" like in the example above, restart the appliance to force the logs to be cleared.