Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on June 13, 2016.

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: 

June 13, 2016 from 1:27 PM until 1:47 PM Amsterdam timezone

June 13, 2016 from 1:52 PM until 2:05 PM Amsterdam timezone

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:

A code defect had been identified to be triggered by a specific non standard search request. That code defect is causing a very high load on the front-ends and the system to stop responding.

Technical Action Items and Preventive Measures

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

• Code correction for the defect is planned for the upcoming releases.

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/