Connector not syncing data
Ticketclosed
Brakkevoort Logistics: documents · Connector not syncing data
Ilse reported on 6 Feb 2026 that the freight management connector had stopped loading data after working through Friday. Olivia asked about configuration changes; Ilse confirmed the IT team had updated the API key, causing the credential mismatch. Once updated in BB-Demo, data flowed again.
What happened
What this says
Current to 11 Oct 26Ilse reported on 6 Feb 2026 that the freight management connector had stopped loading data after working through Friday. Olivia asked about configuration changes; Ilse confirmed the IT team had updated the API key, causing the credential mismatch. Once updated in BB-Demo, data flowed again.
Problem: The freight connector stopped syncing data after the source system's API key was updated, breaking the weekly shipper reviews. Handling: Olivia diagnosed authentication failure by asking about credential changes. Ilse confirmed the IT team's key update and refreshed the connector credentials. Resolution was swift once the root cause was identified. Watch: Consider alerts when source system changes are detected.
Details
Updated 9 Oct 26Trail
created · Ilse de Graaf 6 Feb 2026 11:49We've noticed that one of our connectors has stopped loading new data. Our team has been relying on this for our weekly shipper reviews and the reports are becoming outdated. I've checked the connector configuration on our side and everything looks correct. Can you help us get this back online?- public_reply · Olivia Grant 6 Feb 2026 23:28Hi Ilse, thanks for getting in touch. Just so I understand correctly, one connector has stopped loading data. Which system is it connected to, and are you seeing any error messages in the logs? That'll help me narrow down what's happening.
- public_reply · Ilse de Graaf 9 Feb 2026 12:13Hi Olivia, it's the connector to our freight management system. We're not seeing specific error messages, but the data hasn't updated since last Friday. The connector shows as active but the records haven't changed.
- public_reply · Olivia Grant 9 Feb 2026 14:35Thanks for that detail. I've checked on our end and it looks like the connector is trying to authenticate with your API, but the credentials may have expired. Can you check whether your system settings have changed recently? If you can verify the API key is current, that should get us back in sync.
- public_reply · Ilse de Graaf 11 Feb 2026 13:24That was it! Our IT team updated the API key yesterday, which explains the timing. We've updated the connector with the new credentials and the data is flowing again. Thank you!
- status_change · 3 Mar 2026 23:59