Connectors still down - urgent resolution needed
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Delancey Haig: documents · Connectors still down - urgent resolution needed
Timesheet-and-invoicing and mailbox connectors failed after provider authentication updates. A week's data was lost. Fixes deployed by 19 Mar 2026 restored service.
What happened
What this says
Current to 12 Oct 26Timesheet-and-invoicing and mailbox connectors failed after provider authentication updates. A week's data was lost. Fixes deployed by 19 Mar 2026 restored service.
Problem: Both connectors stopped syncing after provider-side authentication changes (token rotation and security policy updates). Holly Tranter reported the outage on 16 Mar 2026, affecting operations and losing a week of data.
Handling: Olivia Grant escalated to the platform team. Felix Dorran completed fixes within three days. Both connectors were updated and deployed on 19 Mar 2026, restoring sync within hours. First response took 50 minutes. Issue closed by 27 Mar 2026.
Watch: The incident was infrastructure-driven rather than customer-caused. Root cause analysis for future provider authentication changes would strengthen resilience.
Details
Updated 9 Oct 26Trail
created · Holly Tranter 16 Mar 2026 12:00The timesheet-and-invoicing and mailbox connectors are still failing and we've now lost a week of data. Our operations are being affected. Can you tell me what's happening with the fixes you're working on? This is seriously impacting our business.- public_reply · Olivia Grant 16 Mar 2026 12:50I've escalated this to our platform team. The root causes are known - both connectors need updates on our side. Let me get an updated timeline on when we can deploy those fixes.
- public_reply · Holly Tranter 18 Mar 2026 11:44It's now been nearly a week with no data. What's the status on those fixes? We really need these back online.
- internal_note · Olivia Grant 19 Mar 2026 09:29Felix has the fixes ready - timesheet connector updated for token rotation, mailbox connector updated for security policy changes. Ready to deploy today. Testing delays now cleared.
- public_reply · Olivia Grant 19 Mar 2026 13:54Good news - our engineering team has completed the fixes for both connectors. The timesheet-and-invoicing connector now handles the new authentication tokens, and the mailbox connector is updated for the security policy changes. We're deploying these today, and your connectors should be back online within the next few hours. I'll confirm once deployment is complete.
- status_change · 27 Mar 2026 23:59