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    Primo Central - RCA - March 2, 2017


    This document serves as a Root Cause Analysis for the Primo Central service interruption experienced by Ex Libris customers on March 2, 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

    Service interruption was experienced by Ex Libris customers served by the Primo Central instance at the North America Data Center during the following hours: 


    March 2, 2017 from 8:18AM until 8:46AM Chicago time zone


    Event was identified by the 24x7 monitoring.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:


    Over the last month records, which were very large in size, were loaded into the Primo Central index.


    Queries sent in large bulk sets to retrieve these records from Primo Central, created significant load on the system resulting in a complete system down situation.



    Technical Action Items and Preventive Measures

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

    A code correction is being deployed in order to prevent any impact of this specific query on the entire system performance.

    • Activity is expected to complete by the end of this week.

    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:

    These updates are automatically sent as emails to registered customers.

    Publication History

    Date Publication History
    March 15, 2017 Initial Publication



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