Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on Dec 2 and Dec 3, 2021.
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 

Alma and Esploro NA04

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Higher-Ed Platform NA04 instance at the Seattle Data Center Dec 2, 2021 from 04:05 until 04:16 and Dec 3, 2021 from 05:25 until 05:56 Seattle time.
 

During the event, Service was intermittent for the environment

Root Cause Analysis

Ex Libris engineers investigated this event to determine the root cause of this issue and concluded the following:

The service disruption was caused due to threads locks in some of the application nodes

Technical Action Items and Preventive Measures

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

• Relevant application components were restarted .
• The application logs are being reviewed and relevant improvements will be deployed to avoid reoccurrence of such issues

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.