Primo TC EU04 - ICC - RCA - October 30 , 2021

Introduction

This document serves as a Root Cause Analysis for the Primo  service interruption experienced by Ex Libris customers on Octover 30 , 2021

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: 

October 30, 2021 from 11:39 AM to 23:33 PM Israel time zone.

Event was identified by the 24x7 monitoring. During this time frame there were performance issues on the environment and 57 minutes of service disruption.

Root Cause Analysis

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

The service disruption was caused due to a problematic value found in the DB which triggered an automatic rollback mechanism of the Primo November Service Pack.

During the rollback, a DB index was dropped which caused the slowness in the system.

Ex Libris engineers restored the DB index and brought the system 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 restored DB Index and fixed the Service Pack rollback script
• Installation of Primo November releases was delayed to November 7

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