Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on February 13, 2019

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 EU00 instance at our European Data Center during the following time period:

February 13, 2019 from 15:51 PM until 16:29 PM Amsterdam 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:

The database became unresponsive due to a suspected Oracle malfunction.
Ex Libris engineers did a full system start up to bring the system back 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 did a full system start up to bring the system back to full functionality.
• As a mid-term solution Ex Libris engineers did some fine tuning in the Oracle configuration to prevent this disruption from re-occurring.
• Ex Libris engineers are working with the vendor to find the root cause of this disruption

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