Email connector timing out during sync
Ticketclosed
Lornefield Pensions Administration: documents · Email connector timing out during sync
Email connector timed out repeatedly during sync. Craig confirmed around sixty thousand emails in mailbox. Bethan identified memory issue when batches exceed ten thousand emails and escalated to Ewan.
What happened
What this says
Current to 10 Oct 26Email connector timed out repeatedly during sync. Craig confirmed around sixty thousand emails in mailbox. Bethan identified memory issue when batches exceed ten thousand emails and escalated to Ewan.
Problem: Email connector timed out partway through sync twice in two weeks. Handling: Bethan asked for sync timestamps and mailbox size. Craig provided logs and confirmed account had around sixty thousand emails with no config changes. Bethan's investigation found the ingestion routine hanging when processing batches over ten thousand emails; escalated to Ewan Pryce as a platform issue. Watch: Large mailboxes can exceed connector memory limits; may affect other customers with similar data volumes.
Details
Updated 9 Oct 26Trail
created · Craig Paterson 29 Oct 2024 08:41Just to flag – we've had a sync timeout on the email connector again. The logs show it starts pulling data, then times out partway through. This is the second time it's happened in the past couple of weeks. I've checked the email account and it's definitely active and has the right permissions. Any thoughts on what might be causing this?- public_reply · Bethan Lister 29 Oct 2024 15:12Thanks for flagging that, Craig. Can you send me the exact timestamp of the timeout from your admin console? I'll have a look at what was happening on our side at that moment. Also, roughly how many emails were in the mailbox at the time? That helps us understand the load. Thanks, Bethan
- public_reply · Craig Paterson 31 Oct 2024 10:40I've attached the logs from both failures. The account has around sixty thousand emails. No major changes on our end in that timeframe, so it's a bit mysterious. Let me know if you need anything else.
- internal_note · Bethan Lister 31 Oct 2024 15:38Logs show the ingestion is hanging when it hits email batches over ten thousand. Tested locally – looks like a memory issue in the sync routine. I've picked this up with Ewan to prioritise. Likely a platform fix, not a customer config issue.
- status_change · 12 Nov 2024 23:59