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    Primo Central - RCA - April 11, 2019

    Confidential Information, Disclaimer and Trade Marks


    This document serves as a Root Cause Analysis for the Primo Central service interruption experienced by Ex Libris customers.

    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 instance during the following hours:

    April 11th, 2019 from 11:25 AM until 11:43 AM UTC time.

    During this time the service was unavailable for the environment

    Root Cause Analysis 

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

    As part of maintenance work done on the environment and in order to enable a faster processing, the percentage of active available processes was increased. 
    When the maintenance work has been completed, the percentage of active processes was not restored to its original which cause a heavy load on part of the components.
    As a result, the Primo Central search became slow.


    Technical Action Items and Preventive Measures

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

    • The related maintenance procedure has been updated to restore the percentage of active processes to its original once the maintenance work is completed

    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
    April 19, 2019 Initial Publication


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