Introduction

This document serves as a Root Cause Analysis for the service interruption experienced by Clarivate 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 Clarivate is taking to avoid similar cases in future.

Effected Products   

HEP NA01

Event Timeline

Service interruption was experienced by Clarivate customers served by the Higher-Ed Platform NA01 instance at the Chicago Data Center, during the following hours: 

May 13, 2026, from 1:10 PM until 1:55 PM CDT.

During the event, the service was intermittent.

Root Cause Analysis

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

We started to see monitoring alerts for a high number of database connections, and our team immediately followed the standard procedure for this type of alert. After the alert returned, the procedure was repeated and the relevant servers were restarted.

Further review showed that a wrong configuration caused a transaction loop, which resulted in the environment intermittent service.

To restore service, the application servers were restarted, and the environment was brought back to availability.

Technical Action Items and Preventive Measures

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

Wrong configuration was reversed to resolve the issue, and application nodes were restarted. A permanent fix will be introduced on the June 2026 release.

Customer Communication

Clarivate 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.