Introduction

This document serves as a Root Cause Analysis for the Higher-Ed Platform service interruption experienced by Ex Libris customers on September 24, 2025.
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

Higher-Ed Platform NA04, NA05, NA06 and NA07

Event Timeline

Service interruption was experienced by Ex Libris customers served by the HEP NA04, NA05, NA06, NA07, NA08 instances during the following hours: 

November 20, 2025, from 11:30 AM until 12:03 PM Seattle time.

During the event, customers experienced intermittent performance and access issues.

Root Cause Analysis

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

Several of our hosted product environments experienced intermittent login failures, briefly disrupting access for a subset of users. While the exact trigger remains under investigation, the incident was resolved without manual intervention, and all services returned to fully operational.  The cause of this failure is still under active investigation. We regret the inconvenience caused and appreciate the patience of the impacted customers.

Technical Action Items and Preventive Measures 

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

• Conduct a detailed and deep investigation to identify the precise connectivity trigger and implement safeguards against similar spontaneous interruptions.

• Review and reinforce monitoring thresholds for cross-data-center traffic to ensure early detection of atypical patterns before they impact user experience.

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.