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    Primo MT EU02 - RCA - December 12, 2016


    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on December 12, 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 EU02 instance at the Europe Data Center during the following hours: 


    December 12, 2016 from 2:43 AM until 2:57 AM Amsterdam time zone


    Event was identified by the 24x7 hub monitoring. 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:

    Our search engine machines are running two processes - "Indexer" and "search slice".

    On this event,  the search engine machine running "indexer" memory consumption had significantly increased to the point that the server physical memory was overused.


    Technical Action Items and Preventive Measures

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

    • As an immediate solution -
    • Memory resources of the search engines had been increased by 50%.
    • We have added a monitoring process to identify increase of memory consumption above a pre-defined threshold.  

    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
    December 20, 2016 Initial publication