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    Primo MT EU01 - RCA - January 11, 2017


    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on January 11, 2017


    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 instance at the Europe Data Center during the following hours: 

    January 11, 2017 from 2:45 AM until 3:05 AM Amsterdam time zone.


    Event was identified by the 24x7 monitoring. 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:


    Ex Libris engineers have identified a defect in the framework of a hardware component. This defect is causing occasional disconnects and loss of connection between the software and the hardware elements.

    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 had consulted with the hardware vendor experts and have identified that the defect has already been identified by the vendor. The Vendor had suggested an upgrade of the hardware framework. The upgrade is being tested by Ex Libris and once testing is complete, upgrade will take place throughout all hardware frameworks.


    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:

    These updates are automatically sent as emails to registered customers.

    Publication History

    Date Publication History
    January 22, 2017 Initial publication