Troubleshooting Memory Performance - Contacting HERE Support

When investigating memory utilisation issues in the HERE Runtime or Workspace, the first step is to gather a consistent and detailed set of logs and supporting information. Providing this information at the start will significantly speed up our investigation and reduce delays.

If you are experiencing increased memory consumption after upgrading any HERE Software component, please also provide logs from a “successful” run using the previous runtime version for comparison.

General Guidelines

• Run in diagnostics mode to capture process data and crash reports.
• Do not run Process Manager during your test (it adds noise to the data).
• Do not allow the machine to sleep during the test.
• Do not interact with the application unless this interaction is part of your reproduction steps.
• Always run your tests in comparable environments (e.g. if testing on Windows 11, use Windows 11 for all runs; if using VDI, use VDI consistently).

Test Order of Operations

1. Note the start time of your test.
2. Set up your test environment, note which windows and views are visible.
3. Take a screenshot of the initial state and save it with a timestamp.
4. Run your test reproduction:
   1. If interaction is required, note exactly what actions you perform and when.
   2. Do not interact with the application if it is not required to reproduce the behaviour
   3. Repeat the same actions consistently in each test run.
5. If a crash or unexpected event occurs, record the exact time, describe the behaviour, and take a screenshot.
6. At the end of the test, take a screenshot of the final state with a timestamp.
7. Collect and send the following logs:
   1. Debug logs
   2. RVM logs
   3. Crash logs (if applicable)
   4. Application logs
8. Double-check the log timestamps to ensure you are sending the correct logs.
9. Descriptively rename logs to avoid confusion (We recommend adding Timestamp, version and 'Working, not Working data).
10. (Optional but recommended) Provide a video recording of your reproduction.

Additional Testing Notes

• When comparing HERE Software versions:
  • Ensure identical application code and configuration are used in both versions.
  • Double-check app.json files for subtle differences.
  • Confirm the same services and endpoints are being used.
• Before each test, close the application and all HERE/OpenFin processes.
• If reproducing with a specific app:
  • Provide the app’s URL and uuid/name.
  • Note timestamps for when the app is launched, interacted with, and closed. 

Environment and Application Information

Please also include:

• Which users or teams are affected, and how widespread the issue is.
• Whether the issue occurs on physical machines, VDI, or both.
• Your application architecture (e.g. which entities launch and control others).
• Authentication flow in your application.
• Steps you have already taken to debug.
• Whether the same behaviour is observed in a commercial browser (Chrome/Edge).
• Whether you have generated a Lighthouse report or similar analysis to rule out application-side causes.
• Whether the affected applications use animations.
• Whether a network analysis has been performed, and details of any proxies in use.
• Details of any antivirus software, including recent configuration changes and whether it is configured to allow HERE software.
• If possible, a minimal reproduction case we can run ourselves.

Why This Matters

Providing detailed, consistent logs and context helps us identify the root cause faster. Missing or inconsistent information often leads to delays. Following these steps closely will ensure your ticket moves forward without unnecessary back-and-forth.