Primo TC APAC02 - RCA - July 09, 2020

Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on July 9th, 2020

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 TC APAC02 instance at the APAC Data Center during the following hours:

July 9^th , 2020 from 06:56 AM until 07:33 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:

Database server was running out of memory in a short time due to Oracle internal maintenance tasks issues.
Ex Libris engineers restarted the DB and the application components to bring the environment to full functionality.

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 engineers disabled the problematic  maintenance job  and keep working with Oracle support on 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/

These updates are automatically sent as emails to registered customers.