Primo VE EU01- RCA - March 26, 2025
Introduction
This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers on Higher-Ed Platform EU01.
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.
Effected Products
Primo VE
Event Timeline
Service interruption was experienced by Ex Libris customers served by the Higher-Ed Platform EU01 instance at the Amsterdam Data Center on Mar 26, 2025, from 16:53 until 17:24 Amsterdam time.
During this time frame the service for Primo VE was unavailable.
Root Cause Analysis
Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:
Shortly before 16:53 Amsterdam time, our systems detected unusual traffic directed at Primo VE. To prevent any potential disruption to other products on the platform, we temporarily blocked Primo VE while we analyzed the traffic.
After our Firewall successfully blocked the abnormal traffic, we restored the Primo VE service.
There was no breach or risk to data during this event. The measures taken were purely preventive.
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
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We have refined our Firewall signatures to block similar traffic going forward.
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.