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    Primo Central - RCA - January 16, 2018

    Confidential Information, Disclaimer and Trade Marks

    Introduction

    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 during the following hours: 

    January 16th, 2018 from 15:15 PM until 18:15 PM UTC.

    During the event, 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:

    A malfunction in one of the database components, caused a rare and unique situation in one of the management nodes.
    As a result the database stopped functioning.

    This required restart of the relevant components.

     

    Technical Action Items and Preventive Measures

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

    • Restart of the relevant components
    • Issue is being investigated with external consultant to prevent such malfunction in the future

    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.

     

     

    Publication History

    Date Publication History
       

     

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