Introduction

This document serves as a Root Cause Analysis for the Primo  service interruption experienced by Ex Libris customers on November 14 , 2020

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: 

November 14, 2020 from 13:54 PM to 14:05 PM 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:

We have detected issues with Melingo's new version on top of November release, affecting the stability of the indexer process.

To solve this we have downgraded the Melingo version to the existing one, further investigation on the new Melingo version will be continued by development. Now all  has been resolved.

Technical Action Items and Preventive Measures

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

1.            Ex Libris Engineers identified the cause and downgraded the Melingo version resolving the issue

2.            Ex Libris engineers are working with Melingo on an updated package and rigorous testing

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