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    Alma EU00 - RCA - October 26, 2019


    This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers.
    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 EU00 instance at the Amsterdam Data Center during the following hours:

    October 26, 2019 from 02:42 AM until 03:01 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 with the following results:

    Our monitoring system detected errors in the Search Engine Cluster. The root cause is still under investigation.

    Technical Action Items and Preventive Measures

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


    • As this happened Sat 02:41 AM Ex Libris engineers decided the fastest way to restore full service was to perform a full system restart after updating the
      Ex Libris Status Page. During that the time system was unavailable.


    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
    November 4, 2019 Initial Publication



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