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    Ex Libris Knowledge Center

    Primo MT EU02 RCA - April 20, 2016

    Confidential Information, Disclaimer and Trade Marks

    Introduction

    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on April 20, 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: 

     

    April 20, 2016 from 02:05 AM until 03:09 AM Central Europe time zone (CET).

     

    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:

     

    During a hotswapping process a second search engine had started as an additional indexer ,this issue caused the misconfigured search engine to stop functioning and the system to stop responding. Restart of the misconfigured search engine had restored service for the environment.

    Technical Action Items and Preventive Measures

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

    • A code correction to prevent two indexers from running at the same time is planned for the upcoming releases.
    • A new procedure had been created to allow identification and resolution this situation in case it reoccurs. 

    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/

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