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    Primo - NA instances - RCA - March 3, 2017


    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on March 3, 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 instances at the North America Data Center during the following hours: 


    March 3, 2017 from 6:56PM until 7:09 PM Chicago 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:

    Due to a network device software defect some of the network routing was not propagated and caused outage to part of our service.

    As immediate action Exlibris engineers initiated a failover to the adjacent redundant network device, and resolved the issue by reloading the device configuraiton.


    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 have worked with the network vendor on a permanent fix; the network vendor provided us with an updated software version that includes a fix for the issue. The new version is now being tested and will be applied to the relevant devices once the testing is complete with satisfying results.



    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
    March 8, 2017 Initial Publication