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    Primo Total Care NA RCA - May 29, 2020

    Confidential Information, Disclaimer and Trade Marks


    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on May 29, 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: 

    From May 29, 2020 11:40 PM until May 30, 2020 12:25 AM 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:

    During the scheduled indexing process the application consumed all of its pre-allocated memory resulted in a service disruption.
    This has been resolved by restarting the application.

    Technical Action Items and Preventive Measures

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

    • Application restart was done
    • Ex Libris engineers are conducting a full evaluation of server resources, and will update the server resources to align the environment. This evaluation is being done in addition to the growth and sizing monitoring which happens regularly.

    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:

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