Skip to main content
ExLibris

Knowledge Assistant

BETA
  • Subscribe by RSS
  • Back
    Cross-Product

     

    Ex Libris Knowledge Center
    1. Search site
      Go back to previous article
      1. Sign in
        • Sign in
        • Forgot password
    1. Home
    2. Cross-Product
    3. RCA Reports
    4. Europe
    5. EU02 - RCA - June 15, 2022

    EU02 - RCA - June 15, 2022

    1. Last updated
    2. Save as PDF
    3. Share
      1. Share
      2. Tweet
      3. Share
    1. Introduction
    2. Event Timeline
    3. Root Cause Analysis
    4. Technical Action Items and Preventive Measures
    5. Customer Communication

    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 Alma EU02 instance at the Amsterdam Data Center between June 15, 2022 from 13:48 until 14:09 and later between 14:38 until 15:35 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 in the Database’s internal management caused the Database to become unresponsive.
    Ex Libris engineers restarted the database to bring the application 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:

    • We are working with the Database vendor on implementing a patch fix to the database system

    • Any activity that can trigger the malfunction has been put on hold

    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.

    View article in the Exlibris Knowledge Center
    1. Back to top
      • EU02 - RCA - December 15, 2022
      • EU02 - RCA - March 30, 2022
    • Was this article helpful?

    Recommended articles

    1. Article type
      Topic
      Language
      English
      Product
      Cross-Product
    2. Tags
      1. contype:prdctmt
      2. Root Cause Analysis
    1. © Copyright 2025 Ex Libris Knowledge Center
    2. Powered by CXone Expert ®
    • Term of Use
    • Privacy Policy
    • Contact Us
    2025 Ex Libris. All rights reserved