Primo TC EU04- RCA - December 15 , 2019

Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on  December 15, 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 15th, 2019 from 8:05 AM until 8:51 AM 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 gradual abnormal growth in memory consumption that caused the system to crash.
Ex Libris engineers 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 restarted the environment components to bring it back to full functionality.

• Memory will be added to the environment DB, on December 20th during the maintenance window, according to the new sizing recommendation from Cloud experts and Dev team.

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