Introduction

This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers.
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 EU06 instances at the Frankfurt Data Center between:

January 20, 2025, from 19:32  until 19:42 Frankfurt time.

During this time frame there was a service disruption.

Root Cause Analysis

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

The analysis revealed that the disruption was caused by increased disk consumption by the Database Archive, which ultimately led to a database hang.

Upon identifying the issue, old archive files were deleted, the database was restarted, and the system was restored to full functionality.

Technical Action Items and Preventive Measures

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

• The Archive disk has been resized and doubled to prevent future incidents.

• Monitoring alert was tuned to assure early detection.

• The HUB relevant procedure  was updated to assure faster response. 

Customer Communication

ExLibris 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.