Alma EU00 - RCA - June 23, 2020 & July 13, 2020

Introduction

This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers.
The goal of this document is to share our findings regarding the event, specify the root cause analysis, outline actions to be taken to solve the downtime event, as well as preventive measures Ex Libris is taking to avoid similar cases in future.

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Alma EU00 instance at the Amsterdam Data Center during the following hours:

June 23rd , 2020 from 07:55 PM until 08:24 PM Amsterdam time
July 13th, 2020 from 09:29 AM until 09:44 AM  Amsterdam time
July 13th, 2020 from 02:54 PM until 03:02 PM  Amsterdam time

During the event, the service was unavailable for the environment.

Root Cause Analysis

Ex Libris Engineers investigated this event to determine the root cause with the following results:

Server memory issues caused by Oracle caused a DB server crash.  Ex Libris engineers deployed memory configuration changes on July 13^th and did a component restart to bring the application back to full functionality.

Technical Action Items and Preventive Measures

Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:

• Memory configuration was changed based on Oracle recommendations on July 13^th

.

Customer Communication

ExLibris is committed to providing customers with prompt and ongoing updates during Cloud events. Ongoing and prompt updates on service interruptions appear in the system status portal at this address: http://status.exlibrisgroup.com/

These updates are automatically sent as emails to registered customers.

Publication History