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    Alma NA05 - RCA - May 27, 2019


    This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on May 27, 2019


    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 CA01 instance at our European Data Center during the following time period:

    May 27th, 2019 from 06:18 PM until 06:55 PM Seattle 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 code malfunction caused database error, resulted in disruption to the environment and required system restart to bring the application back to full functionality.
    The code malfunction was fixed with an injection done on May 29th.

    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 all the environment components to restore the service.
    • Code fix was injected on May 29th.



    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
    June 5, 2019 Initial Publication



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