Email connector not syncing
Ticketclosed
Lornefield Pensions Administration: documents · Email connector not syncing
Imogen Hartley reported the email connector stopped pulling records overnight. Bethan Lister diagnosed an authentication timeout caused by credential reset during security rotation. After customer updated credentials, connector resumed syncing.
What happened
What this says
Current to 10 Oct 26Imogen Hartley reported the email connector stopped pulling records overnight. Bethan Lister diagnosed an authentication timeout caused by credential reset during security rotation. After customer updated credentials, connector resumed syncing.
Problem: Email connector stopped loading records, blocking team's ability to see customer communications. Handling: Bethan diagnosed authentication timeout. Imogen confirmed her email admin reset credentials for security. After Imogen updated connector credentials, connector resumed syncing successfully. First response 95 minutes, acceptable for Growth high-priority SLA.
Details
Updated 9 Oct 26Trail
created · Imogen Hartley 24 Sep 2024 17:38Hi, I've noticed that our email connector stopped pulling in new records overnight. The last indexed records are from yesterday morning, and nothing has come through since then. I've checked on our end and the connector credentials are still valid. This is affecting our team's ability to see recent customer communications. Can you look into this? Best, Imogen- public_reply · Bethan Lister 24 Sep 2024 19:13Thanks Imogen, I've picked this up. Just so I've got this right – the email connector hasn't loaded any new records since yesterday morning. Can you tell me which connector is affected, and have you noticed any error messages in the admin console? When did you last successfully see records come through?
- public_reply · Bethan Lister 25 Sep 2024 09:18I've checked the logs on our end and the connector is timing out when it tries to authenticate with your email system. This usually means either the credentials have been reset or there's a connection issue on your network. Can you check whether anyone's changed the password or firewall rules recently?
- public_reply · Imogen Hartley 25 Sep 2024 12:21Good catch. I just spoke to our email admin and they did reset the credentials this week as part of a security rotation. I've got the new credentials and they're ready to be updated. What do I need to do to reconnect the connector?
- public_reply · Imogen Hartley 25 Sep 2024 14:28Apologies for the quick follow-up – I've updated the credentials on our end and the connector's running now. I can see new records coming through. Should I expect a full sync or will it just pull in records since we fixed the connection?
- internal_note · Bethan Lister 25 Sep 2024 16:47Credentials issue resolved – customer updated auth details and connector is back online. Will do incremental load from next refresh. Ticket solved.
- status_change · 29 Sep 2024 23:59