Primo TC EU00 - RCA - April 26 , 2021

Introduction

This document serves as a Root Cause Analysis for the Primo  service interruption experienced by Ex Libris customers on April 26 , 2021

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  Europe Data Center during the following hours: 

April 26, 2021 from 20:26  PM to 21:37 PM Amsterdam time zone.

Event was identified by the 24x7 monitoring. 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:

The environment became unresponsive as a result of a load on the DB caused by an unoptimized DB query.

To restore normal service Ex Libris engineers killed the problematic query and restarted the DB.

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 are working to optimize and tune the problematic query.

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