Connector sync issue
Ticketclosed
Lornefield Pensions Administration: documents · Connector sync issue
Connector timed out on 15 Sep 2025, stopped syncing. Bethan Lister identified matching timeout pattern in logs and asked customer to check for recent changes on their system.
Priority low
What happened
What this says
Current to 10 Oct 26Connector timed out on 15 Sep 2025, stopped syncing. Bethan Lister identified matching timeout pattern in logs and asked customer to check for recent changes on their system.
Problem: the connector stopped syncing after timing out, preventing data refresh. Handling: Bethan asked for a screenshot and exact time, found the timeout in logs, and suspected a source-side change. Watch: if timeouts recur, may indicate an unstable connector or source system.
Details
Updated 9 Oct 26Prioritylow
Statusclosed
Categoryconnector_sync
Channelemail
First response (min)775
CSAT5
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created · Craig Paterson 15 Sep 2025 09:23Hi, I'm seeing a connector sync issue – that's the connector timing out again, looks like. It stopped syncing yesterday evening, and I've checked the admin console – definitely not updating. Just to flag, I haven't made any changes on our side. Can you take a look? Regards, Craig- public_reply · Bethan Lister 15 Sep 2025 22:18Hi Craig, I've picked this up. Just so I've got this right – the connector timed out yesterday evening and you've been seeing that error since? Can you try sending me a screenshot of the error message and the exact time it started? That'll help me look at what happened. Thanks, Bethan
- public_reply · Craig Paterson 16 Sep 2025 13:18Thanks Bethan. I've attached a screenshot – the timeout started appearing yesterday evening. I've tried restarting it a couple of times but it's not coming back. Regards, Craig
- public_reply · Bethan Lister 16 Sep 2025 15:12Thanks for that. I can see the timeout in our logs from yesterday evening. Can you check whether anything changed on your side around that time? That's often what causes this. Let me know what you find. Thanks, Bethan
- internal_note · Bethan Lister 16 Sep 2025 16:16Timeout pattern matches a source-side issue. Waiting for customer to check for recent changes on their end.
- status_change · 3 Oct 2025 23:59
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