CampusM EU01 - RCA - June 29, 2017
Confidential Information, Disclaimer and Trade Marks
Introduction
This document serves as a Root Cause Analysis for the CampusM EU01 service interruption experienced by Ex Libris customers on June 29th, 2017.
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
June 29, 2017 from 11:15 AM until 02:15 PM Amsterdam 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:
Due to an unexpected issue in the load balancer software, the number of installed SSL certifications in the Load balancer device exceed its configuration, causing campusM customers to experience downtime in the product mobile, web and administration application.
Offline services and content such as pocket guides, resources and maps were still available.
Ex Libris engineers reconfigured the device to fix the issue.
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
- The Load Balancer software in the EU data center was upgraded during the maintenance window in order to remove the limitation.
- The Load Balancer software in the rest of the data centers will be upgraded to remove the limitation.
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/