Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on January 9, 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 MT NA01/02/03/04 ,TC NA12  instances in the Chicago Data Center during the following hours: 

January 9, 2021 from 02:07 AM until 02:51 AM CST

Root Cause Analysis

Ex Libris engineers investigated this event to determine the root cause of this issue and concluded the following:

Server memory issues caused Oracle DB server to crash causing service interruption.

Ex Libris cloud engineers resolved the issue by expediting a failover without additional service interaction.

Technical Action Items and Preventive Measures

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

Exlibris Cloud engineers are working to improve the proactive server memory faults monitoring so such issues can be identified earlier, and to improve the automatic failover process of DB servers. 

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.