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    Primo VE NA04- RCA - September 26, 2018


    This document serves as a Root Cause Analysis for the Primo VE service interruption experienced by Ex Libris customers on September 26th, 2018

    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

    Intermediate service interruptions were experienced by Ex Libris customers served by the Primo VE instances at our NA Data Center during the following time period:

    September 26th, 2018 from 5:37 AM until 9:37 AM CST time

    During the event, the Viewit component 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 failure in the execution of a planned software update for the Viewit component on Primo VE, the component was unavailable.

    Ex Libris engineers identified the failure and reapplied the update to solve the problem.


    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 identified the failure and reapplied the update to solve the problem.
    • A review of the procedure and monitoring related to this proactive activity was reviewed and updated to prevent reoccurrence in the future.

    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
    October 5, 2018 Initial Publication