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    NA91- RCA - November 12, 2022


    This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on November 12, 2022.
    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 

    HEP NA91

    Event Timeline

    Service interruption was experienced by Ex Libris customers served by the Higher-Ed Platform NA91 instance at the Chicago Data Center between Nov 12, 2022, from 22:00 until 22:11 EST

    During this time frame there was a service disruption.  


    Root Cause Analysis

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

    The DB disk ran out of space very quickly due to high transactions load which eventually caused the DB to hang.

    Once the issue was identified, the hanged processes were killed and the system was recovered to full functionality.

    Technical Action Items and Preventive Measures

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

    • Disk monitoring was tuned and the procedure was updated

    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:

    These updates are automatically sent as emails to registered customers.


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