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    Primo TC EU04 - ICC - RCA - January 17 and 21, 2017


    This document serves as a Root Cause Analysis for the Primo  service interruption experienced by Ex Libris customers on January 17 and 21, 2017


    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 EU04 instance at the  Europe Data Center during the following hours: 


    January 17, 2016 from 7:03 AM to 7:20 AM Israel time zone.


    January 21, 2016 from 10:34 AM to10:46 AM Israel 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:


    Ex Libris had identified a defect that is causing the system disruption. The defect is triggered in a specific search criteria. Theses search criteria are causing the Search Engines to stop working.

    Technical Action Items and Preventive Measures

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

    • * The defect is being corrected and will be implemented to the environment once testing is complete.

    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:

    These updates are automatically sent as emails to registered customers.

    Publication History

    Date Publication History
    January 23, 2017 Initial Publication



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