Nightly refresh failed, dashboards showing stale data
Ticketclosed
Hollowmere Care Group: documents · Nightly refresh failed, dashboards showing stale data
Refresh job failed due to platform bug affecting all customers. Resolved by Olivia Grant and Kieran Walsh with rollback and full data recovery within 24 hours.
What happened
What this says
Current to 11 Oct 26Refresh job failed due to platform bug affecting all customers. Resolved by Olivia Grant and Kieran Walsh with rollback and full data recovery within 24 hours.
Problem: The brain's nightly refresh broke for all customers due to a bug in a recent platform release, leaving Hollowmere's dashboards a day stale. Josh Fairburn reported the issue on 21 Jul 2026, and Olivia Grant identified it within hours.
Handling: Kieran Walsh rolled back the release and Olivia ran a full refresh to backfill the missed data. The ticket was solved on 23 Jul 2026 and closed on 27 Jul 2026.
Watch: This was a platform-wide incident affecting all customers. Although resolved quickly, the impact on Hollowmere's critical Friday morning meeting was real.
Details
Updated 9 Oct 26Trail
created · Josh Fairburn 21 Jul 2026 11:56The brain's dashboards haven't updated since yesterday morning. Our last data is from Thursday, but it's now Friday and we should have seen Friday's updates overnight. All our home managers are checking data that's a day old. Can you get the refresh running again?- public_reply · Olivia Grant 21 Jul 2026 14:39Hi Josh, I've picked this up. The refresh job didn't complete last night, so you're right that your dashboards are stale. Let me check the logs and get back to you with an update shortly.
- internal_note · Olivia Grant 22 Jul 2026 10:26Root cause: bug in recent platform release broke the refresh loop. All customer instances affected. Kieran working on rollback and full refresh.
- public_reply · Olivia Grant 22 Jul 2026 10:39I've found the issue and we've identified a bug in our platform that broke the nightly refresh for all customers. We're rolling back the recent release now and running a full refresh to catch you up. You should see Thursday and Friday data both come through within the next couple of hours.
- public_reply · Josh Fairburn 22 Jul 2026 12:04Okay, thanks for the quick turnaround. When will we see Friday's live data? Is the refresh going to complete by our morning meeting at 14:00?
- status_change · 27 Jul 2026 23:59