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    Primo MT CN01 - RCA – September 10, 2020


    This document serves as a Root Cause Analysis for the Primo VE  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 VE  NA05 instance at the North America Data Center during the following hours: 

    September 10, 2020 from 22:30 PM until 22:41 PM Beijing 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 a high load on our servers, searches begun to build up in our queues resulting in time outs. Ex Libris Engineers have added memory to cope with the load and performed an analysis to determine the source of the load.

    Technical Action Items and Preventive Measures

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

    1. Additional memory was added immediately to mitigate the traffic
    2. An additional server will be added to the environment to allow future traffic and growth


    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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