Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on November 25,  2019.

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: 

November 25, 2019 from 01:26 PM until 01:43 PM CST.

November 25, 2019 from 02:08 PM until 03:55 PM CST.

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:

As part of a non-disruptive storage upgrade activity, two Search Engine servers were disconnected from the storage and therefore searches didn't return any results, this happened due to a new operating system version behavior which unlike the old OS version didn't disconnected the old volume properly as part of the storage upgrade, this was identified and fixed by Ex Libris engineers. 

Technical Action Items and Preventive Measures

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

• Additional verifications and tests were added to the process.

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/