Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on  August 3, 2025.

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 EU01, EU02, EU03, EU04, EU05, TC EU00 and TC EU04 (ICC) instances at our European Data Center during the following time period:

August 3, 2025 from 03:50 AM until 05:35 AM Amsterdam time.

During the event, Service was unavailable for the environments.

Root Cause Analysis

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

As part of our continuous efforts to ensure the availability, stability, and security of our Private Cloud services, we recently performed an upgrade to our load network infrastructure. During this process, a temporary misconfiguration occurred due to a software bug, resulting in a network disruption. 

Upon identification, our network engineering team promptly implemented a mitigation strategy provided by our vendor to manually correct the misconfiguration. Normal service has been restored. 

Technical Action Items and Preventive Measures

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

• The Network team Implemented a temporary protocol adjustments prior to system upgrades to avoid potential known bugs.

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/

These updates are automatically sent as emails to registered customers.