Introduction

This document serves as a Root Cause Analysis for the Primo  service interruption experienced by Ex Libris customers on November 16, 2025

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  Amsterdam Data Center during the following hours: 

November 16, 2025 from 04:54 AM until 05:00 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:

The Server was running  out of memory due to unexpected memory consumption by Oracle related process.

Technical Action Items and Preventive Measures

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

Deploy OSWatcher on the database host to continuously capture per‑process metrics, enabling rapid identification of memory‑intensive processes before they trigger OOM 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: http://status.exlibrisgroup.com/

These updates are automatically sent as emails to registered customers.

Publication History