Introduction

This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers on Higher-Ed Platform NA07

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.

Affected Products

HEP NA NA07

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Higher-Ed Platform NA07 instance at the Seattle Data Center on March 5, 2023, from 18:38 until 19:18 Seattle time.
 

During this time frame the service was unavailable.

Root Cause Analysis

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

A malfunction was found in the database process that manages the internal Undo and Logging in the DB, which eventually caused corruptions in some undo files resulting in an unresponsive Database.  

Ex Libris engineers fixed the corrupted undo files and are working with the DB provider to deploy a permanent fix.

Technical Action Items and Preventive Measures

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

• We are working with the DB provider support to deploy a permanent fix

• Added a New monitoring to identify the issue if reoccurs

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.