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    Primo MT EU01- RCA - February 6 , 2019

    Introduction

    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on  February 6, 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

    Intermediate service interruptions were experienced by Ex Libris customers served by the Primo MT EU01 instance at our European Data Center during the following time period:

    February 6th, 2019 from 09:26 PM until 09:48 PM Amsterdam time

    February 6th, 2019 from 10:02 PM until 10:18 PM Amsterdam time

    During the event, the service was unavailable the environment

    Root Cause Analysis

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

    The Ex Libris monitoring systems identified a specific pattern causing high load on the environment, ended in service disruption.  

    Ex Libris engineers identified and blocked this pattern immediately and performed a restart to part of the environment components to bring it back to full functionality

     

    Technical Action Items and Preventive Measures

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

    • Ex Libris engineers identified and blocked the pattern immediately and performed a restart to part of the environment components to bring it back to full functionality
    • New checks related to the patterns that were found will be added to our monitoring tools to prevent such disruptions in the future.

    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.

    Publication History

    Date Publication History
    January 9, 2018 Initial Publication

     

     

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