Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on March 30, 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:

March 30^th , 2020 from 10:14 PM until 10:33 PM Singapore time

April 26th, 2020 from 11:31 PM until 12:09 AM 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:

A bug in the Oracle internal memory management caused the Database to become unresponsive.
Ex Libris engineers restarted the database to bring the application 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:

• Ex Libris engineers restarted the database to bring the application to full functionality.
• An Oracle software update will include a correction for this issue. The Oracle software update is planned to be installed during the platform maintenance window on the 9^th of May.

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.

Publication History