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    Primo MT EU01 - RCA - November 10, 2016


    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on November 10, 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: 


    November 10, 2016 from 4:29 PM until 4:38 PM Amsterdam time zone


    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:

    Following the event Ex Libirs engineers have analyzed the outage and identified a software defect that was triggered. The software defect is triggered in a situation in which a mass of “deploy” activities are running in conjunction with an increased load on the environment. The defect is causing the system to become unavailable

    Technical Action Items and Preventive Measures

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

    • The code defect is analyzed and will be fixed in the next release (February Release) 
    • Enhanced monitoring had been added to identify the situation for which the defect is triggered on and allow preventive actions to take place.

    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
    Nov 21, 2016 Initial publication