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    Primo MT AP01 - RCA - May 1, 2017


    This document serves as a Root Cause Analysis for the Primo  service interruption experienced by Ex Libris customers on May 1st, 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: 

    May 1, 2017 12:49 PM to 1:37 PM Singapore time zone.


    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:


    Primo MT AP01 environment suffered from a memory issue, on one of the search engine, caused by a software defect.

    This software defect lead to a memory leakage in special query type.


    Technical Action Items and Preventive Measures

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

    • * ExLibris development team are working to replicate the defect in the lab to find software correction.

    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
    May 9, 2017 Initial Publication