Connector not loading data
Ticketclosed
Brimscombe Energy · Connector not loading data
Schema update on the source system caused the connector to filter records and stop syncing. Olivia Grant escalated to Ross Thackeray for field mapping review and deployment plan.
What happened
What this says
As at Fri 9 Oct 2026Schema update on the source system caused the connector to filter records and stop syncing. Olivia Grant escalated to Ross Thackeray for field mapping review and deployment plan.
Problem: The connector stopped loading new records four days after the last successful sync, with no error messages. Investigation revealed the source system had applied a schema update. Handling: Olivia identified the schema change and escalated to engineering for field mapping review. The customer confirmed API permissions were unchanged and backward-compatible fields were retained. Watch: Awaiting engineering deployment to update field mappings. Monitor sync resumption once configuration is deployed.
Details
Updated 9 Oct 26Trail
created · Nikhil Rao 15 May 2026 16:33The connector has stopped syncing data. The last successful load was four days ago and there are no error messages visible. I've checked the connection settings and they appear correct. Can you investigate?- Public reply · Olivia Grant 15 May 2026 20:56Hi Nikhil, I've pulled the connector logs on our end and the sync is running but it's not returning any new records. Can you verify that the source system hasn't updated its data structure or schema recently? Also, can you confirm that the API user account permissions haven't been changed? Once you confirm those, I can investigate further.
- Public reply · Olivia Grant 19 May 2026 09:42I've been reviewing your historical sync patterns. It looks like the source system has had a schema update that might be causing the records to be filtered out during the sync. I'm reviewing the field mapping with the engineering team to work out the fix.
- Internal note · Olivia Grant 19 May 2026 13:32Schema change confirmed on source system. Field mapping needs updating. Escalated to Ross for configuration review and deployment plan.
- Public reply · Nikhil Rao 19 May 2026 16:08I've confirmed with our team that the API permissions haven't changed on our side. The schema was updated last week but they've kept the old fields for backwards compatibility. When do you think you'll have a fix ready?
- Status change · 12 Jun 2026 23:59