Introduction

This document serves as a Root Cause Analysis for the Primo VE service interruption experienced by Ex Libris customers on August 30, 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 Alma instances in the Seattle Data Center during the following hours: 

September 9, 2020 from 07:30 AM until 07:41 AM PDT time

During the event, the services were intermittent 

Root Cause Analysis

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

A pileup of threads, on all Primo VE application nodes,  caused a service interruption.

The root of the problem was identified and a fix was implemented

Technical Action Items and Preventive Measures

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

•             During the event Ex Libris engineers killed the piled-up threads to restore service.

•             A permanent fix has been deployed to the environment on Sept 9th 11:30 PDT

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.