Connector stopped syncing data

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Grisedale Search & Selection: documents · Connector stopped syncing data

A data connector stopped pulling updates after a couple of days. Bethan diagnosed that Grisedale's security team had rotated API credentials without updating the brain. Lauren committed to re-entering the updated credentials.

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What happened

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Current to 11 Oct 26

A data connector stopped pulling updates after a couple of days. Bethan diagnosed that Grisedale's security team had rotated API credentials without updating the brain. Lauren committed to re-entering the updated credentials.

Problem: Connector halted data sync, leaving the brain stale. Handling: Bethan checked logs and identified credential rotation as root cause. Lauren's security team had rotated tokens; Lauren committed to updating them in the brain immediately. Watch: This was customer-side but highlights the need for better credential rotation notification processes.

AI · claude-haiku-4-5-20251001 · 11 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categoryconnector_sync

Channelemail

First response (min)158

CSAT4

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created · Lauren Pilkington 2 Apr 2025 10:08
One of our connectors has stopped pulling data. We haven't received any updates in a couple of days. Can you check what happened?
public_reply · Bethan Lister 2 Apr 2025 12:46
Hi Lauren, I've picked this up. Which connector stopped syncing, and do you remember roughly when the data stopped coming through?
public_reply · Bethan Lister 4 Apr 2025 10:15
I've checked the logs. The connector halted recently. This looks like the credentials were rotated, can you check whether your API key or OAuth token was changed recently?
internal_note · Bethan Lister 4 Apr 2025 11:14
Connector failure caused by credential rotation. Customer to re-enter credentials in system.
public_reply · Lauren Pilkington 4 Apr 2025 15:12
Our security team rotated the tokens last week. I'll update them now and we should be back up.
status_change · Bethan Lister 7 Apr 2025 10:05
status_change · 11 Apr 2025 23:59

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