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    Primo VE AP01 - RCA - July 8 and July 9, 2022


    This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers on Primo VE 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 July 8, 2022, from 16:25 until 17:18 and between July 9, 2022, from 16:00 until 17:40 Singapore time.

    During this time frame Primo VE experienced performance issues. Some institutions were heavily affected while others were mildly affected.

    Root Cause Analysis

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

    The performance degradation on the Primo VE was due to a load on the Search Engine Cluster.
    As an immediate mitigation our engineers resized one out of two nodes to restore normal service. At the time of the event and the hours that follow, the 2nd node was recovering a core and therefore its resized activity was postponed to Sunday with the assumption that the system traffic will be lower during the weekend and the existing sizing will suffice. Unfortunately, this problem repeated on Saturday so an urgent resize took place on the 2nd node while the system was down. 

    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 closely monitoring the environment to ensure current sizing is sufficient
    • The monitoring has been improved

    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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