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    Alma NA01 - RCA - March 2, 2020


    This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on March 2nd, 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 NA01 instance at our North America Data Center during the following time period:

    March 2, 2020 from 1:27 PM until 1:43 PM Chicago time.

    During the event, 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 DB query related to a specific feature caused unintended locking of an oracle resource, which subsequently caused the downtime. The relevant queries were stopped in order to restore service.


    Technical Action Items and Preventive Measures

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

    • Relevant queries were stopped in order to restore service.
    • Oracle analysis did not yield any definite findings



    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:

    These updates are automatically sent as emails to registered customers.

    Publication History

    Date Publication History
    March 11, 2020 Initial Publication
    March 25, 2020 Update



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