Connector not syncing data

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Hollowmere Care Group: documents · Connector not syncing data

Hollowmere Care Group's connector stopped syncing after an API authentication change; Olivia Grant identified the issue and requested a new API key for reconnection.

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What happened

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Current to 11 Oct 26

Hollowmere Care Group's connector stopped syncing after an API authentication change; Olivia Grant identified the issue and requested a new API key for reconnection.

Problem: One connector stopped syncing data needed for homes and family reports after the customer's backend system changed its API authentication. Handling: Olivia Grant reviewed logs, identified the authentication change occurred on the day sync stopped, and requested a new API key from the customer's tech team. Natasha Pryor obtained the key and confirmed readiness. Watch: Customer flagged data freshness as urgent for critical reports.

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

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Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categoryconnector_sync

Channelweb

First response (min)355

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created · Natasha Pryor 8 Apr 2026 10:15
One of our connectors stopped syncing data yesterday afternoon. The homes reports need the latest family and commissioner details. Can you help us get this working again quickly? Thanks, Natasha
public_reply · Natasha Pryor 8 Apr 2026 14:03
The data stopped coming through yesterday afternoon. Other connectors are fine, it's just this one failing. What do you need from us to fix it?
public_reply · Olivia Grant 8 Apr 2026 16:10
Hi Natasha, thanks for letting me know. I'm looking into the connector logs now. Can you tell me which connector is having trouble? Also, when did you last see data come through? That'll help me trace where it stopped. Thanks, Olivia
public_reply · Olivia Grant 10 Apr 2026 11:19
I've found the issue. It looks like your system made a change to its API authentication yesterday, the connector lost access. I can fix this, but I'll need a new API key from your team. Can you get that for me? Thanks, Olivia
public_reply · Natasha Pryor 14 Apr 2026 10:18
Got the API key from our tech team. Should I send that through? Keen to get this sorted so we can see the latest information in the homes reports. Cheers, Natasha
status_change · Olivia Grant 14 Apr 2026 11:12
status_change · 18 Apr 2026 23:59

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