campusM EU01- RCA - October 4, 2020

Introduction

This document serves as a Root Cause Analysis for the CampusM EU01 service interruption experienced by Ex Libris customers.

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 campusM EU01 instance at the EU Data Center during the following hours:

October 4, 2020 from 19:00 PM until 21:40 PM Amsterdam time zone.

During the event service interruption was experienced.

Root Cause Analysis

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

As part of the Service Pack  installation the environment nodes were restarted and caused an error that was followed with resending repetitive requests to customer's CL

which in case, deny the authentication and locked after few failed attempts.

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 have resolved the issue by preventing this flow from reoccurring and deployed it to production

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.