Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on  August 3, 2020

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:

August 3rd, 2020 from 10:30 AM until 11:15 AM Amsterdam time.

During the event, the service was unavailable the environment

Root Cause Analysis

Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:

Due to an issue in the components startup sequence during the new release installation, the indexer caused a load on the database that resulted in a service interruption.
Our engineers cleared the database load and realigned the indexer setup.

Technical Action Items and Preventive Measures

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

• Updating the startup scripts and sequence to prevent the situation in future release installations.

• Additional monitoring has been added to identify any such reoccurrence before it causes a load on the database.

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.