Polaris DC04 - RCA - June 21-22, 2026

Introduction

This document serves as a Root Cause Analysis for the service interruption experienced by Polaris customers–hosted in DC04 (Chicago Data Center).

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 Clarivate is taking to avoid similar cases in future

Event Timeline

Intermittent slowness and performance degradation were observed for Polaris services during the following window:

June 21, 2026, from 10:46 PM until June 22, 2026, 9:12 AM CDT.

During the event, Polaris services remained largely accessible; however, some customers may have experienced intermittent slowness, slower response times, or degraded application behavior.

Root Cause Analysis

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

The issue was related to how Polaris services resolve required external and customer-specific addresses. During the event, some services could not consistently resolve those addresses, which led to slower responses and impacted on the startup of certain application components.

Our engineering team identified an accessibility issue with an external DNS service used to resolve these external address requests. An alternate external service was configured, after which the affected services gradually recovered.

The immediate service-impacting condition has been resolved. We are continuing our technical review to confirm the exact trigger, both internal and external to Clarivate. Based on the outcome of this review, we will identify and implement any additional actions needed to reduce the likelihood of recurrence.

Technical Action Items and Preventive Measures

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

Clarivate is implementing additional resiliency improvements to strengthen service stability and reduce the likelihood of similar disruptions in the future.
Monitoring, alerting, and internal incident response processes are being enhanced to enable faster detection, escalation, and recovery during service degradation events.

Customer Communication

Innovative 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