Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on September 23, 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 MT NA01 instance in the Chicago Data Center during the following hours: 

September 23, 2020 from 05:00 AM until 05:30 AM CST

Root Cause Analysis

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

During a technical procedure to ensure indexing process health, a file corruption caused a failure of all searches.

The corruption was identified immediately by the engineers and fixed accordingly.

Technical Action Items and Preventive Measures

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

All manual procedures will be reviewed and refreshed with all the relevant engineers.

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.