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

Service interruption was experienced by a few Ex Libris customers served by the campusM instance in the Chicago Data Center during the following hours: 

February 12, 2026, from 10:06 AM until 12:57 PM CST.

During the event, the service was inaccessible.

Root Cause Analysis

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

The service interruption was caused by an application defect within a hotfix deployed earlier that day to our North American environment. This defect introduced unintended code behavior that specifically impacted the mobile application's access protocols, preventing users from reaching the platform. Upon identifying the trend through customer reports, our engineering team immediately rolled back the hotfix to the previous stable version, successfully restoring full functionality and passing all subsequent sanity checks.

Technical Action Items and Preventive Measures

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

•    We are reinforcing our release management procedures, with clearer checkpoints and sign-off to ensure changes are introduced in a controlled and predictable way.
•    We will no longer deploy hotfixes during development weekends, reducing the risk of unintended impacts during periods of lower operational coverage.
•    We are adding additional pre-release validation and sanity checks to our deployment pipeline to catch potential issues earlier, before changes reach 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.