Connector sync stopped

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Brimscombe Energy · Connector sync stopped

Lee Hathaway reported connector stopped loading new records. Bethan Lister identified expired API credentials and instructed Lee to generate a fresh token.

Priority normal

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What happened

What this says

Current to 13 Oct 26

Lee Hathaway reported connector stopped loading new records. Bethan Lister identified expired API credentials and instructed Lee to generate a fresh token.

Problem: One critical connector for the key account team stopped loading new records after the previous day's successful sync. Bethan Lister identified the root cause: API credentials had expired the previous day.

Handling: She instructed Lee to generate a fresh token from the source system and update the connector configuration. Ticket content shows Bethan's solution but confirmation that the token worked is not shown.

Watch: Resolution may be implied by the solved date of 2026-05-14. No lingering risk evident from the evidence.

AI · claude-haiku-4-5-20251001 · 13 Oct 2026

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Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categoryconnector_sync

Channelweb

First response (min)224

CSAT5

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Trail

created · Lee Hathaway 5 May 2026 17:08
One of our key connectors has stopped loading new records over the past day. The last successful load was yesterday morning and I've restarted the connector once already but it's still not picking up fresh data. This is critical for our key account team, so we need this working again urgently. I've checked the settings from my end and they look correct. What should I try next, or can you investigate on your end?
public_reply · Bethan Lister 5 May 2026 20:52
Hi Lee, I've picked this up and checked the connector on our system. I found the issue: the API credentials expired yesterday, which is why the sync stopped. You'll need to generate a fresh token from your source system and update it in the connector configuration. Once you've done that, the sync should resume and new records should load through. Can you try that and tell me what you see? Thanks, Bethan.
status_change · Bethan Lister 14 May 2026 16:51
status_change · 18 May 2026 23:59

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