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 interruption was experienced by Ex Libris customers served by the Higher-Ed Platform EU00;EU01;EU02 instances at the Amsterdam Data Center at the following time frame:

From October 16, 2025, 12:23 PM until 1:10 PM Amsterdam time.

During this time frame Emails from hosted applications were not sent out.

Root Cause Analysis

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

As part of a transparent activity done on the load balancer level, a misconfiguration took place and created this issue.

Post activity sanity tests and our active monitoring did not catch the misconfiguration.

Once customers started to notice the issue, our networking team started analysis and resolved the issue by reverting the misconfiguration.

Technical Action Items and Preventive Measures

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

• Additional tests are being added to our post activity sanity tests to catch such issues ahead of an impact.

• Processes and knowledge were refreshed with the relevant teams.

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.