Primo MT EU04- RCA - April 26 , 2019

Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on  April 26, 2019

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 EU04 instance at our European Data Center during the following time period:

April 26^th, 2019 from 03:33 PM until 03:48 PM Amsterdam time

During the event, the service was unavailable the environment

Root Cause Analysis

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

The application reached a soft limit (max number of file descriptors) of the operating system.
Ex Libris engineers immediate reaction was to increase the limiting value, which solved the issue immediately.

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 engineers immediate reaction was to increase the limiting value, which solved the issue immediately.

• Ex Libris engineers continue to investigate whether the soft limit was reached due to a fair increase of use or due to another reason.

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