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    Primo MT EU02 - RCA - December 17, 2016

    Introduction

    This document serves as a Root Cause Analysis for thePrimo service interruption experienced by Ex Libris customers onDecember 17, 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 thePrimo MT EU02 instance at the  Europe Data Center during the following hours: 

     

    December 17, 2016 from 2:48AM until 4:00 AM Amsterdam time zone.

     

    Event was identified by the 24x7 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:

    Ex Libris engineers had identified a load caused by multiple pipes being stuck on the system. Analysis of the pipes had revealed a defect and misconfiguration of the database usage causing the pipes to get stuck and generate an extensive load on the database to a level of a complete hold.

    Technical Action Items and Preventive Measures

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

    DBAs have been working with Oracle experts to identify recommendation for best practice.

    Application changes have been identified, they are being reviewed and tested and will be implemented to the environment once testing is completed.

    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
    January 15, 2017 Initial Publication

     

     

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