Primo MT APAC01 - RCA - March 26, April 3, April 6, 2018
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 March 26, April 3 and April 6, 2018.
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:
March 26th, 2018 from 12:12 PM until 01:06 PM Singapore time.
April 3rd, 2018 from 01:40 PM until 02:14 PM Singapore time
April 6th, 2018 from 11:22 AM until 12:10 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:
An extreme rare issue in the application caused high load on the search engines which led to high memory usage.
As a results of the high memory consumption search threads were stuck and not handled properly, which generate a general unavailability of the entire system.
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
- A dedicated group from Development and Cloud Engineer investigated the issue and found the root cause of it.
- During an urgent maintenance on April 9th Ex Libris engineers deployed a fix for this issue.
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/