Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on May 4,  2020.

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: 

May 4, 2020 from 03:14 PM until 04:11 PM Ontorio 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:

During the post upgrade tasks on the old DB server, the active DB was affected and shutdown. This was resulted by a wrong configuration set during the  upgrade and caused the storage to disconnect from the active DB server rather than the old DB server.

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 procedure is being reviewed and fixed.
• The Decommission script will be reviewed and a preventive step will be taken to identify such scenarios in the future.

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/