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    Primo Central - RCA - February 13, 15 and 21 - 2017


    This document serves as a Root Cause Analysis for the Primo Central service interruption experienced by Ex Libris customers on February 13, 15 and 21 - 2017


    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.

    Event Timeline

    Service interruption was experienced by Ex Libris customers served by the Primo Central at the North America Data Center during the following hours: 


    February 13, 2017 from 9:15 AM until 9:46 AM Chicago Time Zone

    February 15, 2017 from 4:55 AM until 10:13 AM Chicago Time Zone

    February 21, 2017 from 9:10 AM until 9:45 AM Chicago Time Zone


    During the event, the service was unavailable for the environment. The events were identified using the 24x7 monitoring.

    Root Cause Analysis

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


    During the last month a very large records were loaded into the Primo Central index.

    When a query to Primo Central is sent which retrieve these type of records in a very large bulk set of the results, the load on the system is significantly increased and cause a complete system down.

    Technical Action Items and Preventive Measures

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

             As an immediate and temporary solution memory resources of the front ends had been increased.

             A code correction is being worked on and will be deployed in the next releases.

    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.

    Publication History

    Date Publication History
    March 1, 2017 Initial publication



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