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    Primo MT APAC01 - RCA - April 7, 2017

    Confidential Information, Disclaimer and Trade Marks

    Introduction

    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on April/07/2017

     

    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 MT APAC01 instance at the APAC Data Center during the following hours:

    April 07, 2017 from 12:19 PM until 04:16 PM Singapore time.

     

    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:

     

    During an urgent and unexpected maintenance activity to replace a redundant network switch, a malfunction was triggered and caused both switches to fail. 

    Cisco has confirmed that this malfunction is the result of a bug.

    The malfunction caused a network outage in the switch, which serves all server connections to the network, including

    to the central storage server in the Ex Libris Singapore data center. 


    Manual intervention by Ex Libris engineers was needed and included a system restart and validation that both network and applications were functioning properly.

     

    Technical Action Items and Preventive Measures

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

     

    • Ex Libirs worked closely with the hardware vendor experts to identify the reason for the failure. A specific defect had been identified and the vendor is working on fixing it.
    • Ex Libris developed and implemented a new process based on this event that will accelerate the recovery if such an event occurs in the future.
    • Following this event, the change management procedure for urgent maintenance activities was revised.

    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
    April 26, 2017 Initial Publication