Primo TC EU00 - RCA - July 27, July 30 and August 2, August 3 , 2021

Introduction

This document serves as a Root Cause Analysis for the Primo  service interruption experienced by Ex Libris customers on July 27, July 30 and August 2, August 3 , 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: 

July 27, 2021 from 18:14 to 18:26 Amsterdam time zone.

July 30, 2021 from 21:00 to 21:08 Amsterdam time zone.

August 2, 2021 from 22:53 to 23:00 Amsterdam time zone.

August 3, 2021 from 22:47 to 22:53 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:

Due to a high number of connections to the database, searches began to accumulate in our queues resulting in a memory issue that led to an unresponsive system.
Ex Libris Engineers have restarted the database to clear the connections and performed an analysis to determine the source of the load.

Technical Action Items and Preventive Measures

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

• Procedures were updated for alerting on any rapid growth in connection requests to the database
• Additional memory was added to mitigate the traffic
• An examination of recent release changes has been conducted to confirm if this is caused by any application change

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