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    Primo MT AP01 - RCA - March 30, 2017


    This document serves as a Root Cause Analysis for the Primo  service interruption experienced by Ex Libris customers on March 30, 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 AP01 instance at the  APAC Data Center during the following hours: 

    March 30, 2017 from 6:29PM to 6:52 PM Singapore time zone.


    Event was identified by the 24x7 monitoring. 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:


    Ex Libris had identified a severe problem on one of the search engines. The specific search engine had stopped responding and caused service disruption to the entire environment.

    Technical Action Items and Preventive Measures

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

    • * Ex Libris are in the process of reproducing the same scenario and affect on our Lab environment. Once re-created and investigated solution will be developed.
    • *As an immediate supportive action, the resources of the environment had been increased.

    Customer Communication

    Ex Libris 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 20, 2017 Initial Publication