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    Primo Central - RCA - November 9, 2016

    Introduction

    This document serves as a Root Cause Analysis for the Primo Central service interruption experienced by Ex Libris customers on November 10, 2016

     

    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 Central at the North America Data Center during the following hours: 

     

    November 10, 2016 from 10:07 AM until 10:10 AM Chicago Time Zone

    November 10, 2016 from 10:48 AM until 10:51 AM Chicago Time Zone

     

    During the event, the service was unavailable for the environment. The events were identified using the 24x7 monitoring.

    Root Cause Analysis

    Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:

    We were able to identify two sources for the above service disruption.

    A unique data load process, that enriches the citation trail data to Primo Central was causing an extreme load was running when the first event took place. Ex Libris engineers immediately stopped the process and the system has returned to it's normal behavior.

    Following that process, we were able to identify additional services running on the infrastructure that had to continue and run. One of these processes has later on caused again a significant load and the system had been impacted by that.

    Technical Action Items and Preventive Measures

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

    1. The unique service that had caused the first outage is being investigated. Ex Libris engineers ensured it will not run again until a complete analysis is performed and improvements are made.
    2. Infrastructure investigation is still taking place to identify the problematic service.

    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.

    Publication History

    Date Publication History
    Nov 21, 2016 Initial publication

     

     

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