Branch system connector stopped syncing
Ticketclosed
Merriott Lyle Distribution: documents · Branch system connector stopped syncing
Branch system connector stopped pulling data after API credentials expired early in the week. Olivia identified the issue and restarted the connector once credentials were refreshed, resuming data flow.
What happened
What this says
Current to 12 Oct 26Branch system connector stopped pulling data after API credentials expired early in the week. Olivia identified the issue and restarted the connector once credentials were refreshed, resuming data flow.
Problem: Connector paused; Neil reported missing orders and customer updates from branches. Handling: Olivia found API credentials had expired, preventing data pull. Once Neil's team refreshed credentials, Olivia restarted the connector and fresh data resumed loading. Outcome: Data now current.
Details
Updated 9 Oct 26Trail
created · Neil Ashworth 31 Mar 2026 10:32Hi, we've noticed the branch system connector has stopped syncing new data into the brain. Everything was working fine through last week, but we're not seeing any fresh orders or customer updates since the beginning of this week. Can you check what's happening with that connector? Cheers, Neil- public_reply · Olivia Grant 31 Mar 2026 23:41Hi Neil, thanks for reporting this. I can see the connector is showing as paused. Let me check the connector logs to find out why it stopped. I'll get back to you shortly. Thanks, Olivia
- public_reply · Neil Ashworth 2 Apr 2026 09:27Olivia, have you had a chance to look at this yet? We're getting calls from the branches about missing data. Let me know what you find. Cheers, Neil
- public_reply · Olivia Grant 7 Apr 2026 12:22Neil, I found the issue. Your branch system API credentials expired early in the week, which stopped the connector pulling data. I can see your team has since refreshed the credentials in the system. I've restarted the connector and it's now syncing again. The latest data should be live in the brain. Can you confirm you're seeing the orders and customer records coming through? Thanks, Olivia
- public_reply · Neil Ashworth 7 Apr 2026 14:54Perfect, Olivia. Confirms it's all loading now. Much appreciated. Cheers, Neil
- status_change · 17 Apr 2026 23:59