Introduction

This document serves as a Root Cause Analysis for the Primo VE service interruption experienced by Ex Libris customers on April 8th, 2019

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 VE AP01 instance at the APAC Data Center during the following hours: 

April 8^th, 2019 from 08:52 AM until 09:55 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:

Due to a slowness in the Recommendation system, Primo VE suffered from performance issues.
Our engineers stopped the recommendation system to restore the service and restarted the recommendation system to solve the slowness

Technical Action Items and Preventive Measures

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

• A fix was implemented on Primo VE to prevent Recommendation system performance dependency

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.

Publication History