Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on  January 12, 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 EU01 instance at our European Data Center during the following time period:

January 12,  2018 from 09:18 AM until 09:54 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:

There was a malfunction in the Oracle DB, which caused multiple locks during application transactions, which subsequently caused the database to hang.
As a result the database and application were restarted.

Technical Action Items and Preventive Measures

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

• Database and application were restarted
• Issue is under investigation with Oracle support

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