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.
Service interruption was experienced by Ex Libris customers served by the Alma EU01 instance at the Amsterdam Data Center between April 23, 2022 from 15:11 until 15:25 Amsterdam time.
During this time frame the service was unavailable
Root Cause Analysis
Ex Libris Engineers investigated this event to determine the root cause with the following results:
A malfunction was found in the database that eventually caused multiple internal database memory locks during application transactions, which subsequently caused a high load on the database server and to some DB processes to hang
Once the issue was identified, the hanged processes were killed and the system was recovered 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:
Exlibris is working with the DB vendor to find the root cause of the problem and get a fix.
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.