Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on July 27, 2015.

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 North America Data Center at the APAC Data Center during the following hours: 

July 27th - from 7:08AM Until 8:45AM 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:

A misconfiguration was identified in the environment back-office, causing impact on the ability of the Front Ends to communicate correctly with the search engines.

Technical Action Items and Preventive Measures

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

• Issue was identified to be related to the “Service Pack” installation activity that took place a day before.
• The Installation process had been reviewed and updated to identify such possible misconfigurations in order to prevent re-occurrence.

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/