Primo MT CA01- RCA - January 14; 29, 2026
Introduction
This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers on Primo MT CA01.
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.
Effected Products
Primo MT CA01
Event Timeline
Service interruption was experienced by Ex Libris customers served by the Primo MT CA01 instance at the Toronto Data Center between:
January 14, 2026 from 04:36 until 05:21 Ontario time.
January 29, 2026 from 05:49 until 06:09 Ontario time.
During the event, 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 misaligned excessive usage overloaded the system and caused a massive load on the front end servers which ended up in a service disruption.
Once the our engineers identified the issue the process was stopped, the servers were restarted and the service recovered.
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
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Our Development team is working to optimize the processes.
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.