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    Primo TC EU04 - ICC - RCA - January 7 , 2024

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    Introduction

    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on January 7, 2024.
    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 (ICC) during the following hours: 

    January 7, 2024 from 11:33 PM until 12:00 Israel time.

    During the event there was a service disruption.

    Root Cause Analysis

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

    Following an ongoing activity by the Cloud team, a third-party component experienced a malfunction caused by license validation issue, ultimately leading to a system outage.

    The team had to obtain new license from the vendor, and once it was configured across the environment the service recovered.

    Technical Action Items and Preventive Measures

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

    • The Cloud team have revised the procedure, incorporating a new step in the process that involves obtaining updated licenses from the vendor.

    • The Primo Development team is working with the vendor to fix the malfunction, to prevent system crush due to licensing validation issues.

    • For Quality Assurance, a regression test has been added to confirm the system is running as expected even if the third-party license has validation issues.

    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

    Date Publication History
    November 04, 2021 Initial Publication