---
title: "Whole Jira or BigPicture is slow"
canonical: "https://support.appfire.com/space/DLP/2212529699/Whole%20Jira%20or%20BigPicture%20is%20slow"
format: markdown
---
> Macro (aura-html)

<span style="color: #172b4d">In case of contacting our Support Team using </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">[email](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 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>

**Problem**

<span style="color: #172b4d">You notice low performance throughout Jira and BigPicture (high server resource usage, e.g., high CPU usage), or the whole Jira system does not respond.</span>

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

- [Jira logs](https://appfire.atlassian.net/wiki/spaces/DLP/pages/2211186769/Report+a+problem#Support-request---details-to-include)
- [Fine-grained logs](https://appfire.atlassian.net/wiki/spaces/DLP/pages/2211186769/Report+a+problem#Reporting-procedure---fine-grained-logs)
- [Thread dumps](https://appfire.atlassian.net/wiki/spaces/DLP/pages/2211186769/Report+a+problem#Gathering-thread-dumps)

> ❌ You need to generate thread dumps **while** you are experiencing performance problems. **Collecting thread dumps when issues no longer exist is useless.**

> ✅ <span style="color: #172b4d">You can generate thread dumps a few times, as comprehensive data can help our Support Team analyze the problem faster. </span>

> Macro (excerpt-include)



If Jira or BigPicture is unresponsive and you cannot access the **App Configuration > Advanced > Technical info** page to generate thread dumps, you can create thread dumps [using the commands](https://confluence.atlassian.com/adminjiraserver073/generating-a-thread-dump-861253873.html):

**For **<span style="color: #172b4d">** jstack installed:**</span>

> ✅ It is recommended to use <span style="color: #172b4d">**jstack **</span><span style="color: #172b4d">because thread dumps with CPU usage are in one file. </span>

1. When you notice a performance problem, y<span style="color: #172b4d">ou can Identify the Jira application PID by using a command:</span>
  
2. <span style="color: #172b4d">Run the following command - it generates ten snapshots of CPU usage and thread dumps with 10-second intervals for a minute. You must have a JDK installed for the </span><span style="color: #172b4d">**jstack**</span><span style="color: #172b4d"> command to work.</span>
3. <span style="color: #172b4d">Compress generated </span><span style="color: #172b4d">**jira_cpu_usage.txt**</span><span style="color: #172b4d"> and</span><span style="color: #172b4d">** jira_threads.txt**</span><span style="color: #172b4d"> files and send them to our Support Team.</span>

<span style="color: #172b4d">**No**</span><span style="color: #172b4d"> </span><span style="color: #172b4d">**jstack installed:**</span>

1. <span style="color: #172b4d">If you do not have </span><span style="color: #172b4d">**jstack**</span><span style="color: #172b4d"> installed, use the following command when you notice a performance problem:</span>  
<span style="color: #172b4d">This command generates ten snapshots of CPU usage and thread dumps with 10-second intervals.</span>
  <span style="color: #172b4d">When "</span><span style="color: #172b4d">**kill -3"**</span><span style="color: #172b4d"> is used, the thread dump is sent to the standard error stream. If you run your application in tomcat, the thread dump will be sent into <TOMCAT_HOME>/logs/catalina.out file, which is usually attached to the Jira support zip.</span>
2. Compress <span style="color: #172b4d">generated </span><span style="color: #172b4d">**jira_cpu_usage.txt **</span><span style="color: #172b4d">files and send them to our Support Team with the Jira support zip file.</span>

> ℹ️ You can also find instructions for all scripts recommended on the [https://support.atlassian.com/jira/kb/troubleshooting-jira-performance-with-thread-dumps/](https://support.atlassian.com/jira/kb/troubleshooting-jira-performance-with-thread-dumps/) page.