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    Primo MT CN01 - RCA – March 7, 2021


    This document serves as a Root Cause Analysis for the Primo MT service interruption experienced by Ex Libris customers.

    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 CN01 instance at the China Data Center during the following hours: 

    March 7th, 2021 from 13:00 PM until 15:03 PM Beijing time.

    During the event, there were performance issues on the environment and searches in Chinese did not retrieve results.

    Root Cause Analysis

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

    The application was not functioning properly for Chinese searches due to a configuration issue caused by a fix that was implemented at the application startup.

    An application restart was required in order to allow searches to work properly.


    Technical Action Items and Preventive Measures

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

    • The fix implementation procedure was reviewed and fixed
    • Add a validation step of Chinese search to maintenance activities


    Customer Communication

    Ex Libris 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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