Alma AP01 - RCA - July 22, 2020
Introduction
This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on May 20 and May 26, 2020
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
Intermediate service interruptions were experienced by Ex Libris customers served by the Alma AP01 instance at our Singapore Data Center during the following time period:
July 22nd , 2020 from 8:19 PM until 8:29 PM Singapore 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 analysis with the following results:
Server memory issues caused by Oracle, resulted in a DB server crash. Ex Libris engineers deployed memory configuration changes on July 26th 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 26th
Customer Communication
Ex Libris 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.