Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on  July 16, 2024

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:

July 16, 2024 from 10:44 AM until 10:56; and from 11:06 until 11:14 AM Amsterdam time.

During the event, the service was unresponsive

Root Cause Analysis

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

A compute hardware failure has been detected on the environment's host server , and required analysis and resolution.

As part of our procedures, our engineers tried to recover from our management system. As a result of misconfiguration, the server was rebooted and created this outage.
Our engineers migrated the environment to another host and recovered the service.
 

Technical Action Items and Preventive Measures

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

• The misconfiguration was verified and aligned.

• The procedure was refreshed with all of our engineers.

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.