Support follow-up: overnight refresh
Email thread Merriott Lyle Distribution: documents · support
Connor Webb followed up a missed 07:00 overnight refresh on 20 Mar 2025. Tariq Saleem traced it to the CRM connector and to service account credentials his team refreshed without notice. Connor updated the credentials and the load completed.
What was said
What this says
Current to 11 Oct 26Connor Webb followed up a missed 07:00 overnight refresh on 20 Mar 2025. Tariq Saleem traced it to the CRM connector and to service account credentials his team refreshed without notice. Connor updated the credentials and the load completed.
Ask: Connor asked which connector failed and whether anything had changed on the customer side.
Customer view: Tariq named the CRM connector, found an authentication error in the load log and said the credential refresh should have been flagged to BB-Demo first.
Next: Connor re-ran the load with the new credentials and will check the next overnight refresh. He asked for a note before any further rotation so both sides can update at the same moment.
The thread
Updated 9 Oct 26Messages
Connor Webb 20 Mar 2025 08:57Hello Tariq, I am following up on your ticket. I can see that the overnight refresh did not complete by 07:00 this morning, and one of the connectors shows as failed in our monitoring. Could you tell me which connector you were looking at, and whether anything changed on your side yesterday, such as a password change or a change to the account the connector runs under? That would save me guessing. Kind regards, Connor Webb Support Engineer, BB-Demo
Tariq Saleem 20 Mar 2025 09:57Connor, It is the CRM connector. I have checked the load log and it stops with an authentication error shortly after the job starts, and nothing is written after that. On your question: yes, the service account credentials were refreshed yesterday as part of our own security housekeeping. I should have told you before it happened, and that is on me. I have not changed anything since. Cheers, Tariq- Connor Webb 20 Mar 2025 11:32Tariq, Thanks, that explains it. I have updated the connector with the new credentials from the secure share and re-run the load. It completed cleanly, and the records are now showing as indexed in the brain. Tomorrow's overnight refresh should be the proper test, so I will check it first thing and write to you only if it has not landed. If you rotate the credentials again, a quick note beforehand would let us update them at the same moment and avoid a gap. Kind regards, Connor