Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on July 25, 2017.

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 AP01 instance at the APAC Data Center during the following hours:

July 25, 2017 from 10:27 AM until 11:58 AM Singapore time.

During the event, the service was very slow or unavailable for the environment.

Root Cause Analysis

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

A failure on one of the on-line nodes related to high memory usage caused high load on the system and prevented a successful recovery of the node. This led to a general load on the entire system.

Technical Action Items and Preventive Measures

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

• Ex Libris engineers extended the systems memory by 25% on all nodes and added an additional node to the system. This should prevent recurrence of such an event in the future

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