---
title: "Database server is overloaded"
canonical: "https://support.appfire.com/space/DLP/2211908446/Database%20server%20is%20overloaded"
format: markdown
---
> Macro (aura-html)

<span style="color: #172b4d">In case of contacting our Support Team via </span><span style="color: #172b4d">[our portal](https://appfire.atlassian.net/servicedesk/customer/portal/11)</span><span style="color: #172b4d"> or </span><span style="color: #172b4d">[e-mail](mailto:support@bigpicture.one)</span><span style="color: #172b4d"> </span><span style="color: #172b4d">**for the first time**</span><span style="color: #172b4d">, please remember to:</span>

- <span style="color: #172b4d">Describe a problem in detail.</span>
- <span style="color: #172b4d">Collect the required data (described below) and </span><span style="color: #172b4d">**attach**</span><span style="color: #172b4d"> it to the request.</span>
- <span style="color: #172b4d">Provide an exact timestamp when a problem occurred. </span>

> ⚠️ <span style="color: #333333">If you have contacted the Atlassian Support Team regarding performance problems before and have a preliminary analysis, let us know and add our </span><span style="color: #172b4d">**Support Team **</span><span style="color: #172b4d">to that ticket. </span>

<span style="color: #172b4d">**Problem:**</span>

<span style="color: #172b4d">A database administrator observes that the database server is overloaded (for example, CPU usage for the database server is high or long-running queries that come from BigPicture / BigGantt / BigTemplate). </span>

<span style="color: #172b4d">To make sure that these queries come from our BigPicture, check if table prefixes in the Jira database begin with:</span>

1. AO_0456E7_ - for BigPicture
2. AO_8AC478_ - for BigGantt
3. AO_DA6AB9_ - for BigTemplate

<span style="color: #172b4d">**Required data to collect and send to the Support Team:**</span>

- Data that your database administrator delivered to you (specific long-running queries, CPU usage for the database server graphs, etc.).
- Database monitoring:
  - Go to <span style="color: #172b4d">the </span>**App Configuration > Advanced > Technical info**<span style="color: #172b4d"> page.</span>
  - <span style="color: #172b4d">Navigate to the </span><span style="color: #172b4d">**Monitoring**</span><span style="color: #172b4d"> section and </span><span style="color: #172b4d">**switch on**</span><span style="color: #172b4d"> the </span><span style="color: #172b4d">**Database monitoring**</span><span style="color: #172b4d"> option.</span>
  - Reproduce the problem (it may take up to a few hours).
  - If you managed to reproduce the issue, return to the **Technical info**<span style="color: #172b4d"> page.</span>
  - Download logs by clicking **Download support zip** under the **Support data** section.
  - <span style="color: #172b4d">Navigate to the </span><span style="color: #172b4d">**Monitoring**</span><span style="color: #172b4d"> section and </span><span style="color: #172b4d">**switch off**</span><span style="color: #172b4d"> the </span><span style="color: #172b4d">**Database monitoring**</span><span style="color: #172b4d"> option. </span><span style="color: #1d1c1d">Otherwise, server resource consumption may be slightly higher due to the increased amount of logs.</span>