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    HEP AP01 - RCA - June 22, 2022


    This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris 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 Ex Libris is taking to avoid similar cases in future.

    Effected Products 

    Alma, Primo VE, Leganto, Esploro, Rialto

    Event Timeline


    Service interruption was experienced by Ex Libris customers served by the Higher-Ed Platform AP01 instance at the Singapore Data Center between June 22, 2022 from 20:13 until 20:32 Singapore time.

    During this time frame the service was unavailable for the effected products

    Root Cause Analysis

    Ex Libris Engineers investigated this event to determine the root cause with the following results:

    The DB became unresponsive during the automatic increase of Jobs processing power towards evening/night-time which eventually resulted in service disruption.


    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 DB to restore service

    • We are working with DB vendor to analyze why the DB became unresponsive


    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.

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