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    Primo TC APAC02 RCA - April 20, 2016

    Confidential Information, Disclaimer and Trade Marks


    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on April 20, 2016


    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: 



    April 20, 2016 from 11:43 AM until 12:08 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:


    Some of the queries in the environment had taken longer than expected to complete. This issue had caused the system to build a high queue that prevented it from operating at all. The search engines were immediately restarted, this action has restored normal service.

    Technical Action Items and Preventive Measures

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

    • The code problem which had caused the queries to run long had been identified , a correction for it is planned for the upcoming releases.
    • Additional resources had been allocated for the environment, this should reduce the probability that problem will be experienced again until the code change is performed. 

    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:

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