Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on Aug 06, 2015 , Aug 20. 2015 and Aug 24,2015.

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 NA02 instance at the North America Data Center during the following hours:

August 6, 2015 from 08:35 AM until 08:53 AM U.S. Central Time.
August 20, 2015 from 03:00 PM until 03:36 PM U.S. Central Time.
August 24, 2015 from 10:58 PM until 11:46 AM U.S. Central 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:

Memory over allocation on one of full text server resulted in partial service availability, resolved
by reducing the memory over allocation. (Solr Cloud Cluster failure).

Technical Action Items and Preventive Measures

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

• Changes to the full text were performed in order to stabilize it and
  prevent additional failures.

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/