Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on May 8, 2017

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 NA01 instance at the North America Data Center during the following hours: 

May 8, 2017 from 12:46 PM until 1:15 PM CST 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 bug in the May 2017 release caused high load on the DB and as a result the app servers stopped and full system restart was needed.

Technical Action Items and Preventive Measures

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

• The specific bug was fixed shortly after it was found and installed on all Alma environments

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: http://status.exlibrisgroup.com/