CA01- RCA - June 22, 2026
Introduction
This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers on Higher-Ed Platform CA01.
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.
Affected Products
HEP CA01
Event Timeline
Service interruption was experienced by Ex Libris customers served by the Higher-Ed Platform CA01 instance at the Toronto Data Center during the following times:
June 22, 2026 from 08:25 until 08:33 Ontario time.
During the event, Service was unavailable for the environment.
Root Cause Analysis
Clarivate Engineers investigated this event to determine the root cause analysis with the following results:
During a scheduled optimization aimed at improving the database performance, a configuration change unintentionally locked a single table. While the lock persisted, users experienced slower response times because the affected processes could not access the data. After the operation was halted, the lock cleared, and normal service resumed.
Technical Action Items and Preventive Measures
Clarivate has taken the following actions and preventive measures to avoid such an occurrence in future:
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The maintenance procedure has been updated to eliminate manual storage changes and now includes a validation step to prevent table‑locking misconfigurations.
Customer Communication
Clarivate 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: http://status.exlibrisgroup.com/
These updates are automatically sent as emails to registered customers.