Skip to main content
  • Subscribe by RSS
  • Ex Libris Knowledge Center

    HEP AP01 - RCA - June 2 and 3, 2021


    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.

    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 2, 2021 from 14:58 until 15:20 Singapore time and again between June 3 from 10:07 until 10:44 Singapore time .

    During this time frame the service was partially available due to sporadic errors on the effected products

    Root Cause Analysis

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

    Due to a malfunction in one of our data center network infrastructure components,  we have lost network connection.

    Although we have a redundant infrastructure, the automatic failover process failed, and our engineers had to run it manually in order to bring the network back up.


    Technical Action Items and Preventive Measures

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

    • Since the issue, the failed device has been replaces

    • The automatic failover was fixed and tested




    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.

    • Was this article helpful?