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    Primo MT EU01 - RCA - September 22, 2017

    Confidential Information, Disclaimer and Trade Marks


    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers.

    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 European Data Center during the following hours: 

    September 22nd, 2017 from 11:45 AM until 12:21 PM Amsterdam time.

    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:

    The same event of empty database connection pool in the environment’s front end that occurred on July 11th and July 24th re-occurred in this event.

    As a result of the monitoring tools that were deployed in the environment following previous events, Ex Libris engineers were able to identify the root cause of the problem.

    Technical Action Items and Preventive Measures

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

    • A fix was deployed into the environment to prevent the scenario that caused the database pool to get empty.
    • The same fix is planned to be deployed on all relevant environments

    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
    September 29, 2017 Initial publication