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.

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 December 16, 2024,

From 11:28 until 11:38  Amsterdam time.

During this time frame Primo VE was unavailable.

Root Cause Analysis

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

A consortia misconfiguration (Human error) for a specific customer caused transactions to loop.

At some point there were too many threads looping which caused a service disruption for all customers.

Technical Action Items and Preventive Measures

Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:

A monitoring that was added following a similar event in NA01 recently worked as expected and immediately triggered engineering teams to work out a solution.

Unfortunately, the monitoring output was not good enough to indicate exactly what configuration element was misconfigured which let to a longer that expected disruption. 

This will be fixed.

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.