INVESTMENT MANAGEMENT SOLUTION CRASHES AT GLOBAL FINANCIAL SERVICES ORGANISATION

Customer

Application Management, Global Financial Services Organisation

Challenge

The company used a browser based investment management solution to manage client assets in its wealth management division. Whilst updating a client portfolio the browser would intermittently freeze for indefinite periods, leaving pending updates in a hung position. The application logs provided no clues as to the reason for the crash.

Approach

Using our standard, structured approach, we devised a Diagnostic Capture Plan to capture network data at multiple points in our customer’s network before and during the problem. A precise timeline of the problem could be created from the network traffic which was then analysed to identify the root cause of the problem.

Cause

Analysis of the data showed that the problem was caused by a loss of session management on an active network component. This resulted in a network protocol error that wasn’t handled correctly by the client. The browser was waiting for a response from the server which would never arrive.

Result

We clearly documented the evidence and supplied it to the team responsible for the networking component. We worked with them to identify the appropriate configuration change needed to resolve the issue.

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