How to debug the root cause for high CPU usage

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Unified CCX is not a CPU intensive application. Apart from a few background threads, most of the processing in the CCX processes happen only during the execution of an application workflow (call). Then why is the CPU usage of a CCX service high?

Probable Reasons

  • High call load.
  • Application thread looping continuously.
  • Application thread busy in processing some spurious events.

Where to Check?

  • Login into RTMT and browse 'Server -> Process -> Sort by %CPU'.
  • Find the culprit process.

How to find the root cause?

  • Find the process/processes that has high %CPU.
    • Through RTMT
      • Server -> Process -> Sort by %CPU.
      • Find the processId (PID) of the top most entries.
    • Through CLI
      • Run 'show process using-most cpu'.
      • Find the processId (PID) of the processes listed.
    4.1 24087   -   0 S 05:47:41 LRMServer -s CadSplkStd -l CADLRMServer
   74.8 23884   -   0 S 4-08:02:12 /opt/cisco/uccx/bin/UCCX_Engine /opt/cisco/uccx/conf/UCCX_EngineCfg.xml
  • Find the thread/threads in the process that has high %CPU.
    • Through CLI
      • Run 'show process pid <pid extracted above>'.
        • Find the entry (thread) that has high %CPU.
          • Entries are not sorted based upon %CPU. Need to figure out manually.
        • Extract the thread id (TID) of the thread.
    • Through root account (remote account)
      • Run 'top -b -n1 -H -p <pid extracted above>'.
        • Find the entry (thread) that has high %CPU - listed at the top.
        • Extract the thread id (PID) of the thread.
   32010 uccxuser  16   0  680m 438m  16m S 15.4  5.4 814:41.05 UCCX_Engine
    1305 uccxuser  16   0  680m 438m  16m S 13.5  5.4 733:38.05 UCCX_Engine
    1341 uccxuser  16   0  680m 438m  16m S 13.5  5.4 623:30.13 UCCX_Engine
     942 uccxuser  16   0  680m 438m  16m S  3.9  5.4 326:40.52 UCCX_Engine
    • Convert the thread id (decimal) to the corresponding hexadecimal value.
      • Use decimal to hexadecimal converters.
      • Thread dumps have threads listed with hexadecimal thread ids. So this mapping is required.
  • Generate a thread dump.
    • If the process is a Java process (most of the UCCX processes are Java processes - UCCX_Engine, UCCX_Cvd, tomcat, etc)
      • Login into CCX Serviceability Admin. Browse 'Tools -> Performance Configuration and Logging -> Select Server and Service -> Dump Thread trace'.
      • The thread dump gets generated in JVM.log of the respective service log directory.
        • For tomcat, it's logged in catalina.out.
  • Open the thread dump, and search for the TID (hexadecimal value) extracted above.
   MIVR_ICD_CTI_CLIENTPOOL-72-451-client_thread_452; daemon prio=10 tid=0xa01a4000 nid=0x7d0a runnable [0x9e6c6000]
      java.lang.Thread.State: RUNNABLE
  • Debug the application logs and the code to find out why this thread is taking more CPU cycles.

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