Skip to main content
ExLibris

Knowledge Assistant

BETA
 
  • Subscribe by RSS
  • Back
    Primo

     

    Ex Libris Knowledge Center
    1. Search site
      Go back to previous article
      1. Sign in
        • Sign in
        • Forgot password
    1. Home
    2. Primo
    3. Product Materials
    4. RCA Reports
    5. Europe
    6. Primo MT EU01 RCA October 13, 2015

    Primo MT EU01 RCA October 13, 2015

    1. Last updated
    2. Save as PDF
    3. Share
      1. Share
      2. Tweet
      3. Share
    1. Introduction
    2. Event Timeline
    3. Root Cause Analysis
    4. Technical Action Items and Preventive Measures
    5. Customer Communication

    Confidential Information, Disclaimer and Trade Marks

    Introduction

    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on October 13, 2015.

     

    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 Multitenant EU01 instance at the Europe Data Center during the following hours: 

    October 13, 2015  from 4:12 PM until 5:39 PM Central Europe time zone (CET)

     

    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:

    An unexpected load on Search engines and on the Front Ends had taken place. The extensive
    load on the system elements had caused the slowness and in the extreme cases it had caused the
    system to build a high queue that prevented it from operating at all.

    Technical Action Items and Preventive Measures

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

    • To accommodate the load, the environment had been updated with the
      following –
      o Additional computing unit (CPU) were added to the Search Engines
      o Additional Front End was added to the environment
    • Monitoring had been set to have a more sensitive thresholds to allow
      identification of possible slowness earlier.

    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/

    View article in the Exlibris Knowledge Center
    1. Back to top
      • Primo MT EU01 RCA November 10, 2015
      • Primo MT EU01- RCA - December 10, 2018
    • Was this article helpful?

    Recommended articles

    1. Article type
      Topic
      Content Type
      Product Materials
      Language
      English
      Product
      Primo
    2. Tags
      1. contype:prdctmt
      2. environment:Primo MT EU01
      3. Root Cause Analysis
    1. © Copyright 2025 Ex Libris Knowledge Center
    2. Powered by CXone Expert ®
    • Term of Use
    • Privacy Policy
    • Contact Us
    2025 Ex Libris. All rights reserved