Primo TC EU04- RCA - December 12 , 2019

Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on  December 12, 2019

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

Intermediate service interruptions were experienced by Ex Libris customers served by the Primo TC EU04 instance at our European Data Center during the following time period:

December 12th, 2019 from 14:30 PM until 17:00 PM Amsterdam time.

During the event, the service was unavailable the environment

Root Cause Analysis

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

A non-disruptive maintenance task that occurred on December 8th, encountered complications.
This was manifested only during the event while finding that the search schema got corrupted.
Ex Libris engineers recovered the search schema and restarted the environment components to bring it back to full functionality.
 

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 recovered the search schema and restarted the environment components to bring it back to full functionality.

• The non-disruptive maintenance procedure was reviewed and fixed to prevent such scenarios in the future.

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