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    Primo MT CA01- RCA - September 19, 2021



    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 September 19, 2021 from 00:42 until 01:06 CDT.

    Root Cause Analysis 


    Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:

    During a maintenance window while running a non-disruptive activity of network equipment firmware upgrade, we encountered an issue that caused
    a service disruption.  The issue has been resolved and the service was restored.

    Technical Action Items and Preventive Measures 


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

    • The upgrade process procedure has been updated according to the vendor recommendation

    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:

    These updates are automatically sent as emails to registered customers.

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