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    HEP AP01 - RCA - October 1, 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 October 1, 2021 from 05:20 until 06:17 Singapore time.

    During this time the service was intermittent but due to the inconvenience caused to our customers, we will consider the full duration as a service disruption.

    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:

    • We are following up with the ISP and waiting for the root cause analysis of this service disruption

    An update from the ISP was published:

    The INAP Singapore market was the target of a major DDOS attack on 9/30/21 (10/1/2021 Singapore) at approximately 18:09 EDT (9:09 Singapore) which had an impact on IP traffic in the region. 

    Our engineers were able to mitigate the attack and  our customers were notified around 18:53 EDT (9:53 Singapore) that traffic in the POP was normalized. No signs of any additional attacks were noticed.




    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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