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    Alma CN01 - RCA - September 7, 2020


    This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on  September 7, 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 CN01 instance at our Chinese Data Center during the following time period:

    September 7th, 2020 from 21:39 PM until 22:29 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:

    An issue was found with the cleanup mechanism of the backup files which caused the volume capacity to reach its limit.

    The problem was fixed and additional capacity was added.


    Technical Action Items and Preventive Measures

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

    • The monitoring of the capacity has been fine tuned with a lower threshold

    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:

    These updates are automatically sent as emails to registered customers


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