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    Primo MT EU02- RCA - March 5, 2018

    Introduction

    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on  March 5, 2018

     

    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

    Intermediate service interruptions were experienced by Ex Libris customers served by the Primo MT EU02 instance at our European Data Center during the following time period:

    March 5th,  2018 from 15:39 PM until 16:25 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:

    A failure on one of the search engines caused high memory usage.
    As a results of the high memory consumption search threads were stuck caused the application to stop functioning. 

     

    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 engineers restarted the environment to have the environment back to normal functioning.
    • Ex Libris developers keep investigating what is the root cause of this high memory consumption.

    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/

    These updates are automatically sent as emails to registered customers.

    Publication History

    Date Publication History
    March 20, 2018 Initial Publication

     

     

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