Introduction

This document serves as a Root Cause Analysis for the CampusM service interruption experienced by few Clarivate customers on April 13, 2026.
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

Service interruption was experienced by Clarivate customers served by the campusM instance in the Chicago Data Center during the following hours: 

April 13, 2026, from 09:40 AM until 10:27 AM.

And

April 13, 2026, from 12:02 PM until 12:16 PM.

During the event, customers experienced intermittent connection issue

Root Cause Analysis

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

Instability in external network routing led to intermittent packet loss, causing brief disruptions in traffic flow between our platform and the internet that manifested as distinct periods of degraded performance and slowness, particularly for applications relying on larger files during startup. While the first occurrence resolved automatically without manual intervention, the intermittent nature of the packet loss meant traditional automated monitoring alerts were not consistently triggered. During the second occurrence, our team proactively redirected traffic through an alternate network path, which immediately stabilized performance and fully restored normal service behavior.

Technical Action Items and Preventive Measures

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

•  We have implemented enhanced, network-level monitoring specifically designed to detect packet loss and routing instability at a much earlier stage; these improvements are currently in active validation.

• We are refining our internal guidelines to guarantee that our customers are proactively informed when performance degradation affects multiple products, even in scenarios where the issue is intermittent or does not trigger our traditional availability alerts.

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.