Primo MT EU02 - RCA - October 5, 2016

Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on October 5, 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 EU02 instance at the Europe Data Center during the following hours: 

October 5, 2016 from 5:57 PM until 6:30 PM Amsterdam time zone

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:

We have identified that due to a technical infrastructure problem Primo Central (located in North America) had been unavailable for all Primo environments.

We have also identified that following the unavailability of Primo Central, the Primo EU02 environment had suffered a technical problem of a full consumption of the connection threads. 

The root cause for the loss of connection threads is not yet clear and is being investigated.

Technical Action Items and Preventive Measures

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

• Primo development teams and the cloud engineering teams are continuing their investigation for the specific connection threads consumption problem identified.

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/