Primo MT CN01 - RCA – May 19, 2021

Introduction

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: 

May 19th, 2021 from 03:05 AM until 03:38 PM Beijing time.

During the event, the service was intermittent on the environment.

Root Cause Analysis

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

A clash in the front end servers had created high memory usage causing the front end application to be unresponsive.

Technical Action Items and Preventive Measures

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

The front end servers were restarted by our engineers and the system was back to normal.

We have realigned and refined monitor procedure for the environment.

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: http://status.exlibrisgroup.com/

These updates are automatically sent as emails to registered customers