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    HEP AP02 - RCA - July 31, 2022


    This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers on HEP AP02

    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 AP02 instance at the Sydney Data Center on July 31, 2022 at the following time frames:

    From 04:41 until 05:06 and from 03:38 until 04:11 and again from 01:57 until 02:55 Sydney time

    During these time frames there was a service disruption.

    Root Cause Analysis

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

    During a non-disruptive planned activity, our engineers encountered an issue with a hardware component which resulted in a service disruption.

    Once the issue was identified, our engineers rolled back the change and the service was restored.

    Technical Action Items and Preventive Measures

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

    We worked with the vendor and found a misconfiguration on the hardware component.

    The configuration was fixed and aligned with the vendor’s recommendations.

    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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