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.

Affected Products  

HEP EU00, EU01 and EU02

Event Timeline

Service disruption was experienced by Ex Libris customers served by the EU00, EU01 and EU02 instances at the Amsterdam Data Center during the following time periods, Amsterdam time:

February 15, 2026 from 12:58 AM until 01:08 AM

February 15, 2026 from 03:29 AM until 04:01 AM

February 15, 2026 from 04:29 AM until 04:41 AM

February 15, 2026 from 05:13 AM until 05:24 AM

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:

As part of our ongoing effort on keeping our private cloud available, stable and secured, an upgrade activity was done to our load balancer hardware device. During this process, a previously unidentified software bug disrupted the High Availability (HA) protocol between the two units, causing them to fail to recognize each other as a functional pair. To restore service, our engineering team immediately performed a rollback to a known stable software version, which successfully re-established the connection and brought services back online.

Technical Action Items and Preventive Measures

We have taken the following action and preventive measures to avoid such an occurrence in future:

We are actively working with the hardware vendor's support team, who believe a specific bug was triggered during the upgrade; we are currently partnering with them to finalize a definitive fix.

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.