This playbook describes the steps to investigate and resolve Application Response Time issues affecting remote users connecting with the Client (SDP users).
Overview
Application Response Time measures the Time to First Byte (TTFB) between the user and the application. Increased response time can be caused by network latency, application-side degradation, and endpoint connectivity issues. This playbook helps identify the source of the degradation before contacting Cato Support.
Verify Application Response Time Anomaly
The following methods can be used by a Cato Management Application (CMA) admin to verify that an Application Response Time Anomaly occurred for remote users.
Using the Story Drill-Down
- From the navigation menu, click Home > Stories Workbench.
- In the filter bar, add a filter set to Producer Name in Experience Anomaly.
- Add the filter Indication Contains Application Response Time Anomaly for SDP users.
- Verify that a story was generated.
- Click the story row to open the drill-down page and review the incident details, including the timeline and affected user.
- Review the incident timeline and the number of affected users to determine whether the issue is isolated to a single user or affects multiple users.
Filter for Related Events
In the Home > Events page, apply the following filters:
- Sub-Type is Anomaly
- Event Message contains Detects Response Time anomalies in applications for SDP users
Verify that anomaly events were generated during the reported timeframe.
Troubleshooting Steps
Review Application Performance
- Open the Home > Experience Monitoring page.
- Filter the data for the affected users and applications.
- Review the Application Response Time Breakdown and HTTP/S Error Rate metrics during the incident timeframe.
- If multiple users experience increased response time for the same application, verify whether the application provider has reported a service degradation or outage.
- For self-hosted applications, verify that there are no issues with the application server or the network where the application is hosted.
- Compare the response time trend with the story timeline to determine whether the degradation is ongoing or intermittent.
Review Related Network Metrics
In the Experience Monitoring page, review the user metrics for any degradation during the incident timeframe, such as:
- High CPU or memory utilization
- Poor Wi-Fi signal quality (if applicable)
- Increased packet loss or latency toward the host gateway
- Increased packet loss or latency toward the Cato PoP
Review the Connection Details widget and examine the traceroute results for:
- Packet loss
- Increased latency
- Route changes
- Other network abnormalities
Review whether these conditions coincide with the incident.
Note: Traceroute metrics are available only with Windows Client v6.10 or later and macOS Client v5.14 or later.
Review Endpoint Performance
If no issues are identified in the previous steps, proceed to Cato SDP Client Performance Troubleshooting and investigate potential endpoint-related causes.
Raising Cases to Cato Support
If following this playbook has not resolved the issue, submit a Support ticket. To help Cato Support investigate the issue efficiently, include the results of the troubleshooting steps you performed.