Introduction

This document serves as a Root Cause Analysis for the service interruption experienced by Clarivate customers on Higher-Ed Platform AP01

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 Clarivate is taking to avoid similar cases in future.

Effected Products   

Alma AP01 ; AP03

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Alma AP01 and AP03 instances at the Singapore Data Center during the following dates and hours:

March 25, 2026, from 22:50 PM until 23:00 PM SGT.
During this time, the service was unavailable.

Root Cause Analysis

Clarivate Engineers investigated this event to determine the root cause analysis with the following results:

As part of regular ongoing activity on our network devices, an unintentional configuration error occurred, leading to a brief service interruption. While transitioning to a newly installed network device, a background process failed to auto-update its network mapping cache. This caused a temporary disconnect for incoming traffic. Our Network team quickly identified the stale information, performed a manual refresh, and successfully brought the network back online to full capacity.

Technical Action Items and Preventive Measures

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

• We have permanently updated our core engineering procedures. Manually refreshing the network mapping cache is now a mandatory, fully validated step for all future physical hardware upgrades.

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: http://status.exlibrisgroup.com/

These updates are automatically sent as emails to registered customers.