Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on March 6,  2018

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 MT CA01 instance at the Canada Data Center during the following hours: 

March 6^th, 2018 from 2:52 PM until 3:32 PM CST 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 false alerts in the Load Balancer mechanism one of the Front Ends didn’t get requests.
In parallel a different host, that the other Front End was located on it, was down.
As a result the whole environment stopped functioning.

Technical Action Items and Preventive Measures

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

• Fixed the Load Balancer false alert.

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/