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    Primo VE AP01 - RCA - May 11, 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 May 11, 2022, from 11:56 until 13:44 Singapore time.
    During this time frame Primo VE was experienced performance issues and was completely unavailable for 95 min out of the total reported 170 min.

    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 a result of a misconfiguration that caused a load on the entire system.

    As an immediate mitigation our engineers fixed the required configuration and restarted the nodes. 

    Once the environment was restarted the service was recovered and back to normal.

    Technical Action Items and Preventive Measures

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

    • Following the above findings, a full alignment of the configuration was done worldwide between May 11th and May 12th

    • 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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