Windward Software – Support Operations Manual

SOP: Actian Zen & Network Performance Troubleshooting

Department: Technical Support
Version: 1.2
Approved By: Support Management
Last Updated: Mar 23, 2026
Applies To: System Five environments using Actian Zen (v12–v15)

Purpose

Provide a standardized, repeatable procedure for diagnosing and resolving Actian Zen and network performance issues within System Five environments.

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Support Line: 1-800-663-5750

1. Initial Assessment

1.1 Gather Key Information

  • When did the issue start?
  • What actions are slow? (Invoices, reports, posting, etc.)
  • Scope of slowness:
    • Workstations only?
    • Server only?
    • Intermittent or constant?
  • Any recent changes:
    • Windows updates
    • Server changes
    • Zen upgrades
    • Network modifications

1.2 Confirm Environment

  • Windows Server + workstation versions
  • Zen version (server & client) + patch levels
  • System Five version
  • Hosting model:
    • Local
    • Azure
    • VM
    • RDS
    • Cloud

2. Compare Server vs Workstation Performance

2.1 Baseline Testing

  • Run the same task:
    • Directly on the server
    • From a workstation

2.2 Interpretation

  • Workstation is 5–10× slower → Likely network/requester issue
  • Both slow → Likely engine or database issue

3. Verify DSN / ODBC Configuration

3.1 Confirm Proper DSN Setup

  • Must use 32-bit DSN
  • Created in:
    • ODBC 32-bit Administrator
    • Zen Control Center (PCC / ZenCC)

3.2 DSN Checklist

  • Correct _datafiles path
  • Correct server hostname/IP
  • Long metadata (V2) enabled
  • Transport Hint = Try TCP/IP First
  • Validate with:
    • Get List
    • Test DSN

4. Validate Actian Zen Configuration

4.1 MicroKernel Engine Settings

  • File Close Delay = 0
  • Page Size = 16K (large datasets)
  • Cache size appropriate to the workload
  • Logging is disabled unless required

Note: Only the Server should have the Cache enabled, not the Clients. For a Client/Server, setup the Cache on the Server side and leave it off on the Client side

4.2 Client Requester Settings

  • Requester enabled = YES
  • Transport Hint = Try TCP/IP First
  • Client version matches server

5. Network Diagnostics

5.1 Physical Network Checks

  • Use wired LAN (no Wi-Fi for production)
  • NIC settings:
    • 1 Gbps Full Duplex
    • Updated drivers
  • Test:
    • Alternate cable
    • Alternate switch port

5.2 Latency Testing

  • Continuous ping to the server
  • Watch for:
    • Packet loss
    • Jitter
    • Response spikes

5.3 Virtualized Environments

  • Confirm adequate:
    • CPU
    • RAM
  • Use synthetic NICs (VMXNET3)
  • Check for:
    • Storage throttling
    • Shared resource contention

6. Operating System & Security Checks

6.1 Windows Server

  • Sufficient RAM
  • Healthy disk performance
  • Antivirus exclusions:
    • Zen directories
    • System Five directories
  • Avoid:
    • DFS
    • Redirected folders for _datafiles

6.2 Windows Workstations

  • Antivirus exclusions applied
  • Disable power-saving throttling
  • Ensure consistent network profile (Private/Domain)

7. Zen Version, Patches & Known Issues

7.1 Version Check

  • Server and clients on matching Zen versions
  • Latest patches installed

7.2 Known Issues Review

Check release notes for:

  • Communication layer defects
  • Requester bugs
  • Cache/memory issues

8. Security & Encryption Review

8.1 Wire Encryption

  • Temporarily disable (if permitted) to test performance
  • Monitor CPU usage impact

8.2 Directory Permissions

  • Ensure proper read/write access
  • Avoid slow or remote shares

9. Isolate Network vs Engine (Critical Step)

9.1 Local Benchmark Test

  • Copy _datafiles to workstation
  • Point DSN to local path
  • Repeat performance test

9.2 Interpretation

  • Fast locally → Network/Requester issue
  • Slow locally → Engine/Database issue

10. Database Health & File Integrity

10.1 Zen Maintenance

  • Rebuild tables
  • Check for corruption
  • Review file sizes and logs

10.2 Engine Monitoring (ZenCC)

  • Long-running queries
  • Lock contention
  • MicroKernel stalls

11. Documentation & Escalation

11.1 Required Before Escalation

  • Server + workstation specs
  • Zen version + DSN screenshots
  • NIC configuration + ping results
  • Troubleshooting steps completed
  • Local benchmark results

11.2 Escalation Paths

  • Infrastructure / CloudOps → Network, VM, Azure, RDS
  • Development → Engine/API issues
  • Team Lead / Support Manager → Critical or unresolved cases

12. Resolution & Follow-Up

  • Confirm performance restored with the customer
  • Document root cause in CRM
  • Provide recommendations:
    • NIC upgrades
    • Hardware improvements
  • Track recurring issues for internal improvement