Introduction

This document serves as a Root Cause Analysis for the Summon service interruption experienced by Ex Libris customers on September 26,2022.
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.

Effected Products

Summon / CDI

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Summon instance in the Seattle DC during the following hours: 

September 26, 2022 from  21:22 until 21:50 Seattle time

During the event, the services were unavailable.

Root Cause Analysis

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

The service disruption was a result of a memory issue in one of the CDI application components.

Once the issue was identified, the components were restarted and the service recovered.

Technical Action Items and Preventive Measures 

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

1. R&D is working on fixing the memory issue

2. We have improved our monitoring to prevent reoccurrence of such disruption and will be watching it closely till the premananet fix is deployed

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.