Alma CN01 - RCA - June 24, 2018
This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on June 24, 2018
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.
Intermediate service interruptions were experienced by Ex Libris customers served by the Alma CN01 instance at our Chinese Data Center during the following time period:
June 24th, 2018 from 15:50 PM until 17:42 PM Beijing 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 hardware failure in one of our computer units caused a service disruption.
Normally, a failed computing element should not cause a disturbance in the service.
After an investigation, we discovered a bug in the virtualization management system that placed identical virtual logical units on the same computing element.
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
- Fix the bug in the virtualization management system
- A new monitor that will verify correct resource allocation within environment will be created
- Audit of all our install base to make sure no other environment will encounter the same issue
- Investigate the hardware failure with our computing supplier
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.
|June 27, 2018||Initial Publication|