Effected Products

Primo VE

Event Timeline 

Service interruption was experienced by Ex Libris customers served by the Higher-Ed Platform EU03 instance at the Frankfurt Data Center on:

Jan 13, 2025, from 08:38 until 09:06 Frankfurt time.

During this time frame the service for Primo VE was intermittent.

Some institution experience this more than others, and some experienced this only for a few minutes. 

Root Cause Analysis 

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

At 08:38, two of the search engine nodes encountered memory problems. This was triggered by a unique combination of search queries that had not been encountered before.

Within minutes, Ex Libris engineers restarted the two affected search engine nodes.

Service for customers not connected to these nodes resumed immediately, while service for those connected to the nodes was fully restored by 09:06.

Technical Action Items and Preventive Measures 

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

• On January 13, 2025, at 22:00, Ex Libris engineers increased the memory capacity of the two search engine nodes. This increase ensures that the nodes can handle a higher volume and variety of search queries, preventing similar memory issues from occurring in the future. The memory increase was carried out without any disruption to the service.

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.