How do I report Alma or Primo VE ("OneSearch") outages?
Alma and Primo VE ("OneSearch") get updated monthly, usually on the first Sunday of the month. (See the complete release schedule on the Ex Libris Knowledge Center.) OLS does not alert the user community about these because they occur regularly and the maintenance window is such that few users are impacted.
Other planned outages (e.g., server migrations) do get reported by OLS to the user community via the CULIBS-L mailing list. If there is an unplanned system outage that's been reported by librarians at CUNY as well as around the country/world, OLS will also alert the CUNY user community via the CULIBS-L mailing list.
But what happens if Alma/Primo VE is suddenly inaccessible and it's outside the monthly maintenance window or OLS has not notified the community of an outage? Visit https://status.exlibrisgroup.com to see if there is expected maintenance or a known outage on the server. Look for Alma/Primo VE on NA07, which is the data center where our Alma and Primo VE installations live.
You can see recent outages there, too:
For November 7, for example, there was an icon indicating scheduled maintenance. If you click on it, you'll see the details:
Note that the vendor uses the DD/MM/YYYY format for dates. Because they're an international company, they indicate times in UTC:
- To get the time in EDT, subtract 4 hours from UTC.
- To get the time in EST, subtract 5 hours from UTC.
You can subscribe to these alerts, too:
You'll be prompted to sign in with your Ex Libris Support Portal credentials.
If, after confirming that there is not a known system outage (whether planned or unplanned), please open a case with the vendor on their Support Portal to report a system outage. Include ols-systems@cuny.edu as an additional email address so OLS will be notified of your original report as well as any updates ExL provides.