Primo MT EU02 - RCA - October 14, 2017

Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers.

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 European Data Center during the following hours: 

October 14^th, 2017 from 02:48 AM until 03:39 AM Amsterdam time.
October 14^th, 2017 from 09:03 AM until 09:33 AM Amsterdam time.

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:

Due to software malfunction more than one indexer was up and running.
As all indexers tried to index at the same time they blocked each other.
This blocking caused high memory consumption in the application components that resulted in stalls and required system re-start.

Technical Action Items and Preventive Measures

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

• Ex Libris developers found a fix to stop this kind of stalls that will be implemented during the beginning of November

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