Skip to main content

This content has been archived and is no longer being updated. Links may not function; however, this content may be relevant to outdated versions of the product.

Support Article

Slow performance of Pega Marketing application



User frequently, but sporadically experience 'hangs' whilst using the Pega Marketing Portal; the only way found to restore service is to restart PRPC.

PRPC and the backend Oracle Database are hosted on a 'Private Cloud' (Microsoft Azure) ; both PRPC and the Database are located on the same host.

Error Messages

No error messages are seen directly from the Portal ; the Portal simply becomes unresponsive.

The logs do show the following errors however:

2018-01-31 13:56:42,000 [ PegaRULES-Batch-1] [ STANDARD] [ ] [ PegaMarketing:07.31] (dbms.JdbcConnectionManagerImpl) ERROR - Not returning connection 4 for database "externalmktdata" to the pool as it previously encountered the following error
User ID: System
Last SQL: SELECT "LOCKNAME" AS "LockName" , "LOCKDATETIME" AS "LockDateTime" from PEGA_MARKETING.mkt_paidmedia_lock WHERE "LOCKDATETIME" < ?
java.sql.SQLRecoverableException: IO Error: Connection timed out (Read failed)

Steps to Reproduce

Not Applicable: just normal use of Pega Marketing Portal is sufficient to witness the issue.

Root Cause

A defect or configuration issue in the operating environment.

Pega Marketing requires a "Database Rule" called 'ExternalMKTData' .

See Page 7: The deployment was setup as per the guide; a JDBC URL was provided - and the 'Test Connection' button showed the connection was working.

However: the 'hostname' in the JDBC URL was actually using the internet-facing hostname* for the DB host; rather than a local hostname.
The upshot of this is that traffic from PRPC to the DB was subject to Firewall Rules.

It become apparent that the Firewall was dropping packets from PRPC; due (presumably) to time-outs of 'idle' connections or some other Firewall Rule.

(*As an aside - this is not a recommended configuration: it is a potential security-risk).


Make the following change to the operating environment:

'ExternalMKTData' should reference a local IP / hostname (that is a IP that is only resolvable from within the DMZ, not from the Internet).

In this case; it was possible to use 'localhost' for this value - since the DB and PRPC were co-located.

To ensure that the 'Database Rule' is picked-up ; restart PRPC after the changes were made and saved.

The following sketch shows the 'before' and 'after' situations:

Published April 30, 2018 - Updated December 2, 2021

Was this useful?

0% found this useful

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega Community has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice
Contact us