Primo MT CA01- RCA - July 29, 2021
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 July 29, 2021 from 19:20 until 19:35 Toronto time.
Root Cause Analysis
Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:
Due to a high number of connections to the database, searches began to accumulate in our queues resulting in a memory issue that led to an unresponsive system.
Ex Libris Engineers have restarted the database to clear the connections and performed an analysis to determine the source of the load.
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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Procedures were updated for alerting on any rapid growth in connection requests to the database
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An examination of recent release changes has been conducted to confirm if this is caused by any application change
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.