Primo VE AP01- RCA - October 2 & 3, 2019

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 Primo VE AP01 instance at the Singapore Data Center during the following hours:

Oct 2, 2019 from 1:58 PM until 2:21 PM Singapore time.
During the event, the service was unavailable for the environment.

Oct 3, 2019 from 1:00 PM until 3:40 PM Singapore time.
During the event, the service was slow for the environment.

Root Cause Analysis

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

A defect related to the “did you mean” service caused a memory consumption that in turn made the system be either slow or unavailable.
 

Technical Action Items and Preventive Measures

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

• As an immediate mitigation Ex Libris engineers disabled the “did you mean” service
• A software fix was deployed on Sunday Oct 6, 2019 and the “did you mean” service was enabled again on Monday Oct 7th, 2019.

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