Support follow-up on the overnight connector load
Email thread Merriott Lyle Distribution: documents · support
Tariq Saleem says the branch system connector stopped loading with a mapping error after his team changed account matching. Bethan Lister's last message of 18 Jun 2025 asks for a status update. No reply is in the thread.
What was said
What this says
Current to 11 Oct 26Tariq Saleem says the branch system connector stopped loading with a mapping error after his team changed account matching. Bethan Lister's last message of 18 Jun 2025 asks for a status update. No reply is in the thread.
Customer view: Tariq traces the fault to the customer's own mapping change, not a connection problem. He has not re-run the load and will tell Deepa first.
Ask: Bethan wants to know whether the last successful load time has moved and records indexed are climbing again.
Next: She will close tkt_076_0007 only on his agreement, or take fresh log text to engineering.
The thread
Updated 9 Oct 26Messages
Bethan Lister 13 Jun 2025 15:16Hi Tariq, I've picked up tkt_076_0007. Just so I've got this right: one of your connectors is showing as configured, but the records indexed have not moved since the overnight load, so the brain is answering from older data than your teams expect. Can you try the following and tell me what you see? - Open the connector status page and note the last successful load time for each source. - Check whether anything changed in the source system this week, such as a field renamed or a login rotated. - If you can, copy me the exact error text from the load log, word for word. I haven't reproduced it on our side yet, so I'm not going to guess at a cause. Once I've got the error text I can look at it properly with engineering. Thanks, Bethan
Tariq Saleem 13 Jun 2025 17:27Bethan, Thanks for picking this up. Which connector? It's the one that reads the branch system. The other connectors loaded normally last night, so it's isolated to that one. I've checked the load log. The last good load was before our team adjusted the account matching between the branch system and the CRM earlier in the week. After that the load reports a mapping error on the account reference field. That's a mapping question rather than a connection problem: the source is reachable, it just no longer matches the way it used to. I have not re-run it yet because I want to be sure of the mapping first. I'll tell Deepa before I change anything, as it touches how the branches see their accounts. I'll send you the exact log text on Monday if you still need it. Cheers, Tariq- Bethan Lister 18 Jun 2025 14:10Hi Tariq, Checking back on tkt_076_0007. Just so I've got this right: you were going to confirm the account reference mapping with Deepa and then re-run the branch system load. Can you tell me what you see on the status page for that connector this morning? Specifically, has the last successful load time moved on, and are the records indexed climbing again after the nightly refresh? If it has loaded cleanly for a couple of nights, I'd like to close the ticket with your agreement. I won't close it until you've told me it works. If it's still not moving, send me the latest log text and I'll take it straight to engineering. Thanks, Bethan