Connector stopped loading data

Ticketclosed

Delancey Haig: documents · Connector stopped loading data

Holly reported connector stopped loading data with repeated authentication failure errors. Bethan suspected expired or changed credentials; the issue remained unresolved when the ticket closed.

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What happened

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Current to 12 Oct 26

Holly reported connector stopped loading data with repeated authentication failure errors. Bethan suspected expired or changed credentials; the issue remained unresolved when the ticket closed.

Problem: Connector stopped pulling fresh records with repeated authentication failure errors in logs. Handling: Bethan asked Holly to check with IT about credential changes; Holly confirmed no changes had been made on their end. Internal note indicated most likely cause was expired or changed credentials on the source system. Watch: Ticket closed without confirmation that the underlying issue was resolved.

AI · claude-haiku-4-5-20251001 · 12 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categoryconnector_sync

Channelemail

First response (min)109

CSAT5

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created · Holly Tranter 3 Sep 2024 10:16
We've had an issue with one of our connectors - it stopped pulling in new data since around midnight last night. Records haven't updated since yesterday morning. I checked the brain and there are error messages in the logs, but I can't interpret them. The rest of the system seems fine. Can you investigate? Our team needs to see current data.
public_reply · Bethan Lister 3 Sep 2024 12:05
Thanks Holly, I've picked this up. Just so I've got this right: the connector stopped loading around midnight, and you're not seeing any fresh records from today. What does the error message say? Can you paste it here?
public_reply · Holly Tranter 5 Sep 2024 09:10
Sure. In the logs I'm seeing: 'Failed to authenticate with the source system' repeated several times starting at 23:47 last night. There are also timeout messages. Our team's been away so no one changed anything on their end as far as I know.
internal_note · Bethan Lister 5 Sep 2024 15:38
Reproduced. Error log shows repeated authentication failure. Most likely cause: credentials expired or changed on source system. Asked Holly to check with her IT team. Waiting for confirmation.
status_change · Bethan Lister 6 Sep 2024 10:33
status_change · 10 Sep 2024 23:59

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