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    Primo MT EU RCA May 18 2015

    Confidential Information, Disclaimer and Trade Marks


    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on May 18, 2015.


    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 Europe Data Center during the following hours: 

    May 18, 2015 from 11:30AM until 12:07PM Central European Time (CET).


    During the event, Primo was not available for customers on the European Multi Tenant environment.

    Root Cause Analysis

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

    A hardware failure problem - due to a Kernel defect - has been identified to cause the downtime. A failure of the server on which the Search Engine resides on had caused the application to be slow to a point of being unavailable.

    Technical Action Items and Preventive Measures

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

    • Once identified the virtual machine had been immediately moved to a different hardware.
    • An upgrade to the hardware of the environment is taking place. The upgrade has been tested on other environments and had been identified to prevent the failure as the one experienced in this event.

    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: