Connector refresh - following up on your ticket
Email thread Lornefield Pensions Administration: documents · support
Support thread: Craig Paterson reports a connector timing out and the overnight refresh missing 07:00. Bethan Lister passed it to engineers with no fix date. Ticket left open.
What was said
What this says
Current to 10 Oct 26Support thread: Craig Paterson reports a connector timing out and the overnight refresh missing 07:00. Bethan Lister passed it to engineers with no fix date. Ticket left open.
Ask: Craig ran the requested manual sync. It timed out, then completed cleanly on the second attempt, which he reads as timing rather than credentials.
Customer view: Craig is factual and cooperative. He says nothing has changed on the customer side and will watch the next few nights.
Next: Bethan has no fix date and wants failure times sent on the thread. The refresh-by-07:00 commitment applies to every tier, so repeat misses would become a service issue.
The thread
Updated 9 Oct 26Messages
Bethan Lister 31 Jan 2025 15:28Hi Craig, I've picked this up following your ticket. Just so I've got this right: the overnight refresh is not finishing before 07:00 on some mornings, and the admin console shows one connector as amber rather than green. Is that correct? Can you try the following and tell me what you see? 1. Open the connector in the admin console and run a manual sync. 2. Note how long it takes before it reports a status. 3. Send me a screenshot of the status and the last log lines it shows. Once I have that I can reproduce it on our side before I take it any further. Thanks, Bethan
Craig Paterson 4 Feb 2025 10:53Bethan, Just to flag, I ran the manual sync as you asked. It sat on "Syncing" for a good while and then dropped to a timeout. That's the connector timing out again. I've attached the screenshot and the tail of the log. It did complete cleanly on the second attempt, which is what makes me think it's timing rather than credentials. Nothing has changed on our side that I know of, and I'll keep an eye on it over the next few nights. Regards, Craig- Bethan Lister 4 Feb 2025 12:09Hi Craig, Thanks, that's helpful. The log excerpt shows exactly what you describe, so I've passed it to our engineers with the screenshot and I'll update you as soon as I hear back. I can't give you a date for a fix yet. In the meantime, if it times out again, please reply on this thread with the time of the failure so I can line it up against our side. I'll leave the ticket open until you tell me it's behaving. Thanks, Bethan