Primo MT NA03 RCA - May 12, 2020
Confidential Information, Disclaimer and Trade Marks
Introduction
This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on May 12, 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 NA03 instance at the North America Data Center during the following hours:
May12, 2020 from 10:23 AM until 10:55 AM Chicago time zone
May12, 2020 from 01:45 PM until 02:05 PM Chicago time zone
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:
After the May release, the application consumed all of its pre-allocated memory as a result of the addition of the new styles.
This has been resolved by removing a redundant file from the previous release.
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
- A redundant file from the previous release was removed
- A full evaluation of server resources was done and server resources were updated to align with the environment as we do every quarter and will continue to do.
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/