Urgent: main connector is down
Ticketclosed
Wexmoor Property Group: documents · Urgent: main connector is down
Dana reported the main connector offline causing total data flow loss. Bethan identified that IT had rotated the API key for security without coordinating with the brain team. Dana confirmed updated credentials would restore service.
What happened
What this says
Current to 11 Oct 26Dana reported the main connector offline causing total data flow loss. Bethan identified that IT had rotated the API key for security without coordinating with the brain team. Dana confirmed updated credentials would restore service.
Problem: The main connector went offline, blocking all data flow and team access to operational data. Root cause was Dana's IT team rotating API credentials for security without notifying the brain administrator. Handling: Bethan asked troubleshooting questions about credentials and API keys. Dana confirmed IT had rotated the API key yesterday, explaining the failure. Bethan confirmed that updated credentials would restore service. Watch: High-priority operational outage. Communication gap between customer IT and brain team caused service disruption. No confirmation shown that credentials were actually updated and service fully restored.
Details
Updated 9 Oct 26Trail
created · Dana Whitaker 29 Sep 2026 09:49Our main connector has stopped working and I need this fixed urgently. Our teams can't see the data anymore and it's affecting our operations significantly. When can you get this back up and running? This is critical for us. Thanks, Dana- internal_note · Bethan Lister 29 Sep 2026 11:31Connector offline since this morning. No records being pulled. Attempting restart on our end. Will ask Dana about changes - password reset, API key update, network settings.
- public_reply · Bethan Lister 29 Sep 2026 11:58Hi Dana, I've picked this up. I can see your connector went offline this morning. Just so I've got this right - you're not seeing any new data from that system in the brain now, is that correct? Did anything change on your end yesterday or this morning? Password update, API key change, network settings? Is the connector showing a specific error in your admin panel? Let me know what you see. Thanks, Bethan
- public_reply · Bethan Lister 29 Sep 2026 12:45I've restarted the connector on our end, but that doesn't usually work unless something's changed with your setup. Can you check your API credentials and confirm they haven't been updated recently? That's the most common cause. Let me know what you find.
- public_reply · Dana Whitaker 29 Sep 2026 13:24I just checked with our IT team - they rotated the API key yesterday for a security update but didn't notify us beforehand. Let me get them to provide the updated credentials. Should that fix the issue?
- status_change · 4 Oct 2026 23:59