Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on October 30th, 31st, 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:

October 30, 2017 from 11:03 PM until 11:18 PM Singapore time.

October 31, 2017 from 3:43 AM until 5:26 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:

Ex Libris engineers identified a malfunction in the database host server that caused a memory failure.
As a result of this malfunction the file system of the guests located on this host become corrupted.

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 repaired the corruption and updated the host firmware version
• A new monitoring for file system corruption will be created to prevent such interruptions 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