Alma NA03 - RCA – February 10, 2019
This document serves as a Root Cause Analysis for the Alma 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.
Service interruption was experienced by Ex Libris customers served by the Alma NA03 instance at the North America Data Center during the following hours:
February 10, 2019 from 23:14 until 23:54 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:
An extreme load situation in the database caused an unexpected database crash and required full system start up to bring the system back to full functionality.
Ex Libris engineer’s tuned some DB configuration settings to prevent this scenario from re-occurring.
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
- Ex Libris engineers restarted the system to bring the environment to full functionality
- Ex Libris engineer’s tuned some DB configuration settings to prevent this scenario from re-occurring.
- DB configuration settings will be done on all the environments
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.