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    Primo TC EU00 - RCA - October 17, 2017

    Confidential Information, Disclaimer and Trade Marks


    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 TC EU00 instance at the European Data Center during the following hours: 

    October 17th, 2017 from 11:14 AM until 11:53 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 rare and abnormal query the DB connection pool ran out of available DB connection.
    This required an application 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:

    • As the root cause was not yet found Ex Libris developers will add more logs writing in order to ease the analyze of the problem in case of future events.

    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:

    These updates are automatically sent as emails to registered customers.



    Publication History

    Date Publication History
    November 4, 2017 Initial publication