Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on September 21, 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: 

September 21^st, 2017 from 8:50 AM until 10:10 AM 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:

A failure on one of the search engines due to a software malfunction caused high memory usage.
As a results of the high memory consumption search threads were stuck and not handled properly, which generate a general slowness 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:

• ExLibris engineers found the root cause of this high memory consumption and are working
  on a fix to this software malfunction.

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/