Introduction

This document serves as a Root Cause Analysis for the CampusM service interruption experienced by few Ex Libris customers on January 9, 2025.
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 event, as well as preventive measures Ex Libris is taking to avoid similar cases in future.

Event Timeline

During the period of 2:00 AM CDT September 7^th, 2025 to 11:16 AM CDT September 14^th, 2025 some customers hosted in the Chicago Data Center, experienced a service interruption in the core functionality of their campusM instance.

Root Cause Analysis

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

During the maintenance window of September 7, 2025, the September service pack that was scheduled for deployment on the North America (NA) environment was inadvertently not installed by the team.

Because campusM depends on the service pack updates for compatibility with its core attendance and timetable features, the omission of the service pack installation caused a complete loss of those functions for NA customers using these features, effectively resulting in a full system outage.

Once the oversight was identified, the team rescheduled the service pack installation for the next maintenance window and performed a manual installation a week later, restoring functionality and minimizing further disruption.

Technical Action Items and Preventive Measures

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

• Implemented stricter management protocols, enhanced internal communications, and formalized procedures for campusM deployments.

We apologize for the inconvenience this outage caused. By reinforcing our processes and training, we aim to prevent similar incidents and ensure a more reliable experience for all customers.

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.