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    Alma EU00- RCA - July 25, 2018


    This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on  July 25, 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.

    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:

    July 25th, 2018 from 01:24 AM until 01:38 AM 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:

    A new script that was intended to cleanup old files did not function as planned and caused an error in one of the system components.

    Ex Libris engineers needed to restart the environment to resolve the problem.


    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 environment to resolve the problem.
    • The new script was fixed and will be executed manually a number of times to verify its correctness before scheduling will become fully automated.

    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.

    Publication History

    Date Publication History
    August 20, 2018 Initial Publication